Buyer unable to place order - error message at checkout

We have a customer that has tried placing an order today multiple times   but  they keep getting this message when he clicks 'proceed to checkout' - this is on the mobile app.

https://i.etsystatic.com/icm/c31650/483339374/icm_fullxfull.483339374_3eexh4thk3wg4wkwoc08.png?versi...

 

I have had him close and refresh brower and close and re-open etsy.

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