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Might need some further information on this one...
If none of these prompts help, a screenshot of their experience would be beneficial :)
I'd also raise a request for assistance with Atlassian Support: https://support.atlassian.com/
It does sound like it could be a Project Permissions issue - I'd do the following as an initial check.
It'd be easiest to do this as a Product Admin.
If the users do not have the appropriate access, fix it. If the permission scheme does not allow comments, you could also rectify that.
Similar to the above, if a user needs a role, fix it and see if this helps.
Let us know if this helps rectify the issue!
If not, let us know - there's no guarantee this is the problem (eg. all users might have comment access in your instance), but it's a good starting check :)
It could be that, although it's more likely a setting you need to modify.
Let us know what Support says!