If your customer is encountering the following error: "Unexpected problem encountered: There was a problem requesting your security code. Please ensure you have internet connectivity", (as seen above) there could be a number of reasons this error shows up.
Reason 1 - Wrong version of the app
Please ensure your customer is on the latest version of the app. If they are not, please ask them to go to the App Store or Play Store and download the latest version.
Reason 2 - VPN is on
If your customer has a VPN on, they will not be able to access the app. If this is on, please ask them to turn it off before retrying.
Reason 3 - Time on mobile is incorrect
If your customer's time on their mobile does not align to the timezone they are in, they may not be able to use the app. Please ensure the time on your customer's mobile device is correct.