Earlier quoted context omitted.
I wonder if Unicode could be used to alter the characters such that these mistakes would be less possible, e.g. using ⓪.
That is "AT", isn't it? (No, it isn't, if you look closely enough.)
Then its simple for support to say "red is one, green is ell". But you can't just add a color to a character, because copy paste/rich formatting don't work everywhere, or even transfer well...
Alternatively, if you use ⓪ and ⒈ it matters less if the user says "at" or "zero", and more that they didn't say "oh" or "one".