member can't access a recording

A few of my members are abroad.  They all have the "shareable link" from my class recordings.  One member cannot open it ,asks for a password.  The "old" way to send the link had a password in black lettering.  This new option just has the shareable link.  She cannot open any of them, but the other 2 members can.  I don't know what to tell her!!  And I went to the email I sent her and I could open the link.

Please help so I can help her, she is away for 3 months and needs to exercise with me!

Thanks,

Rita