Invalid OTP / magic link being sent to a specific user

Hey team, running into a bizarre issue where one of my users are consitently getting an invalid / expired otp on their end. This works for some people and doesn't for others.

They're not setting their email in uppercase, or anything like that. There's no identifie-able or unique situation in their account or email i can identify.

I can occasionally repro the same thing.

This is the 1st time it's happened in our project.

I've spent a few hours debugging this, playing around w/ expiration times, triple-checking our local code, and so on. Could someone please help me out here?
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