Commit message referencing issue is not mentioned in issue and is not automatically closed

Hi everyone
Its working fine for me (my gitlab account) but I am working with dozens of people with Gitlab and noticed the same bug with two accounts ! Anyone got that bug figured out ? There doesnt seem to be anything the user are doing differently, they add #ID in the commit message, but it doesnt appear in the Gitlab issue of the same ID.
So basically Crosslinking Issues from From Commit Messages doesnt work, see doc :
https://docs.gitlab.com/ee/user/project/issues/crosslinking_issues.html
I can be contacted in private if you need to know which account dont work (for them, it never works, not on any project on gitlab !)
Thanks