API does not return any translation, but "I am sorry, I cannot provide translations" response

Hi,
We are having issues with our customers. Whenever our users ask for a translation, they consistently receive this error “I am sorry, I cannot provide translations”. Last Friday we consistently got “Cannot translate languages outside of Europe” instead.
We cannot understand what could be causing the issue. We weren’t able to find any information online about this. Has anyone encountered this issue?
we are integrating gpt-3.5-turbo.
Best