Cloud access 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 ?