Hi Wilfredo,
If they're using HTTPS, their access token or App Password lacks the required scope - they need to create a new App Password/access token and ensure that it contains "Repository: Read" and "Repository: Write" scopes.
If this doesn't help to resolve the issue - as a paid user you'll need to raise a support ticket with us, as a public forum such as community is not an appropriate place to share sensitive information:
https://support.atlassian.com/contact/
Cheers!
- Ben (Bitbucket Cloud Support)
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