I asked @erh.germany above to inquire of a competent dev regarding the following matter: @erh.germany is currently logged into the @erh.germany account on the laptop that is failing. They are also trying to login into the same account with a different device. Could the reason they are unable to login on the new device be that they are already logged in with the old device?
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I wouldn't think so, but it is possible.
She needs to look in her browser to see if she can extract the keys she has, but I can't help her with apple products, I don't have any.