User unable to log in with SSO

I have a user who we have been unable to sign in no matter what we attempt. signing in, password recovery, all of it seems to fail. the user's email address was changed a few months ago and 1password was working just fine, but the moment we attempted to sign into a new device everything seemed to stop working, and now it even broke on the original device. In attempting account recovery, the user receives errors. there seems to be nothing we can do to get into this account, anyone have ideas? This is an existing user with a large password vault. 

• Attempted Account Recovery but it fails
• Attempted to update "Primary email address" field for the user on the Identity provider and that did not help
• Attempted to recreate the original user account username, and that also fails
• Support is unresponsive
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