Customer being asked for access code when we don't have one in place

Our customer is being asked to provide an access code and is being told that the presentation is no longer available. No one else is having this issue. They have all been able and continue to be able to fill out the form.  I've asked the customer to delete cookies and reopen the link and it is giving this same message:

 

We do not have an access code set up so I'm confused as to the issue here.

Hello,

I checked your form but I do not see any field with that information. Do you have the form embedded on a certain page? If so, can you share with us the link so we can see if this is something that happens on your content management system or something similar?

Thanks.

The form is not embedded anywhere. We only have the form linked to on an internal page on our intranet. The “click here to order tickets online” is hyperlinked to https://form.jotform.us/71984377584171.
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I also checked your form did not see any sort of access code requirement.  Are you sure they are going to the correct page?  As far as I can tell, there is nothing in the form that would show that content.