I don't think you are being transparent.

Like it all sounds like a business decision (limiting 1 device to 1 sub) which is actually that was confirmed both by the actual tech limitation (logging out users from their other devices) and your own support.

Blaming the AI, then the user connection, and then some odd race conditions seem unnecessary. You can just say it was a bad business decision, roll it back, and go on with your day. Instead of treating multiple paying users badly.