The wallet was held on a Ledger Nano which had stopped working, but that was not the issue as the customer still had his seed words. However when he tried to recreate his wallet the process failed because his seed words were wrong.
It may be hard to believe, but writing seed words down incorrectly is actually quite common problem, particularly if English is not your first language. In this instance 23 of the words were correct whilst one was wrong. The incorrect word was actually in the BIP39 list of usable words too so identifying the wrong word was not straightforward.
If you have a similar problem we’ll need your wallet address and your seed words. There are no upfront costs and you only pay if we successfully recover your crypto. The whole process can be completed under contract and non-disclosure too. Click below for more information