We have double checked the system numerous times and the passphrase protection mechanism works perfectly fine. In 100% of cases, the reason for the inability to access ones account was due to human error – either when writing down the passphrases or when entering them. Please double check to make sure you implemented the passphrases correctly, without any spacing after the words, in the same numeric order, and make sure the grammar is correct (no autocorrects).
A passphrase is an industry standard tool that is a LAST LINE of protection for crypto accounts (be it in an exchange or a wallet). Due to security and privacy reasons, every company that has passphrase protection is unable to access the passphrases. Therefore, if you lose your passphrases or incorrectly wrote them down initially, then you will lose access to your account, and there is sadly nothing our company – nor any company – can do to regain access to your account.
Therefore, please see the points in the first paragraph and make sure you implement the phrases correctly. If done correctly, you will regain access to your account after going through the Restore Wallet option.