I'm not sure what could be the issue here. I checked the customer's details from my end and everything seems to be fine. Let me check with the team to see if there is any issue with the servers.
In the meantime, can you please ask the customer to clear browser cache and try again? Or maybe use an incognito window or a different browser to login to his account? It could be that sometime the cache save in the browser, that is blocking the login.
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