First, check the Audit logs of the app to see if there is any error as a clue to what the issue might be. You will find these under the Manage section of the Editor.
If your app requires sign-in, then try having the user sign-out and then sign-in again.
Beyond those....You haven't described steps taken by the user, so let's re-visit the basic setup steps....
AppSheet apps, on an Apple phone, run inside of an iOS container app downloaded from the App Store. This iOS container app must have been successfully downloaded. So I would start by making sure this has happened. If already downloaded, maybe delete it and download again - just to be safe?
The iOS container app is an App Gallery. The app you build runs inside this iOS app as a web app. You would provide the user with a link OR they are sent an invite with the link, in order to launch the app. Once the app is launched, it will show up in the gallery under the "Owned by me" section for yourself. For your 2 users, the app will show under the "Shared with me" section but will depend on the app permission levels.
For a non-secured app (Public)
- any user with the link should be able to launch the app - no login required
For secured apps...
- If you have the "Allow all signed-in users" OFF - user must be white-listed in the app Editor AND needs to have logged in with authentication provider specified in the app. If they are not already, they will be prompted by the app.
- If the "Allow all signed-in users" ON - user does NOT need listed in the app BUT still needs to have logged in with authentication provider specified in the app. If they are not already, they will be prompted by the app.
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If all of these steps seem to have been covered then I would contact AppSheet for additional assistance
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