Cloud access acivation codes not working

i setup a new user my my cloud ex4 but they get a error says its wrong or invalid. im not sure how i can fix this here is a SS of the code i sent them and the errors it shows on the desktop app

but when they type it into the desktop app they get a error saying the code is invalid / incorrect or failed to connect to device.

Ive restarted my modem & router, and ive restored my cloud back to factory settings which is up to date with the latest firmware. now i cant connect to my NAS at all on any user

how can i fix this ?

See the dedicated subforum for the EX4 where users more familiar with that device may be able to assist. And where where there may be additional discussions similar to your issue that can be found using the forum search feature (magnifying glass icon upper right).