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Sounds like some of your members have the parental chat filter turned on. Ones with this filter on can only see filtered chat and guild. If you open up their player interface (F key) and click whisper, if their filter is on you will get a plus sign in the small chat bubble next to the text entry field. They will have this same plus sign in theirs. If they have the proper permissions, they can click on the chat bubble to get rid of the parental filter. If their chat permisions were set by parents, you may have to enable your filter to communicate in open chat and crew chat.
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