Query, mobile application buttons disabled

Good friends, I have a problem, I created an organization, generated a device based on a template I had, and created a test user for a client. The client had been using it for several days (he had generated a profile with user permissions) but today he tells me that he sees the buttons disabled. Indeed, when I enter with his username and password I also see it that way. With my user who is the admin of the main organization, switch to the secondary organization and I can see the active buttons. the problem is with that user and any new ones you generate for that organization. I’m surprised it worked for several days. From the web if they are enabled.
I await your response if you can help me. Thank you.

This is an image of what the buttons look like.