Signing into app

I have a user trying to sign in to our club app. We require a registered email to sign in. She says when she opens the app and puts her email address in, it does not say that she will be sent a pin, but instead displays a white bar with a key icon.
Does anyone know why this is happening?

Can she reproduce that in a video?

I wish, but this is not a tech person. Thank you. I think I will have
to see her phone for myself.
She must have some type of a security setting on.