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Some external clients cannot access our Service Desk due to AtlassiaonJIRA_PROD_SAML_External_error

I've created a Jira Service Desk for a project in which external clients can test and log tickets. Some of these external clients cannot access the Service Desk while others (inside the same organization/network) can. They get the error below:

Screenshot 2022-08-15 100324.png

I thought this had something to do with their organizations SSO policy so I widened the access to the service desk here:
Screenshot 2022-08-15 100556.png

While this solved the problem for some customers, unfortunately this didn't solve the issue for all users.
Is there anything else I can do or is this something only their own organization can solve?

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