Error: FORBIDDEN (403) at https:// kc. humanitarianreponse: info/submission? deviceID=imei%3 A352026059309772

Hello,

This should be a relatively easy question to answer, but I am not able to figure it out or find an answer. I have a team who have been using KoboToolbox for almost a year and recently they had this problem when trying to upload their submissions

"Error: FORBIDDEN (403) at

https:// kc. humanitarianreponse: info/submission? deviceID=imei%3
A352026059309772"

Im new to using this app and not physically in the same place as the phones giving the error so am trying to solve this remotely with them via email. Can anyone direct me to a forum where this is already discussed that I must have missed?

Thank you,
Sarah