Hi and welcome to the forum
Any chance of a picture of the fish?
If the pictures are too big for the website, set the camera's resolution to its lowest setting and take some more. The lower resolution will make the images smaller and they should fit on this website. Check the pictures on your pc and find a couple that are clear and show the problem, and post them here. Make sure you turn the camera's resolution back up after you have taken the pics otherwise all your pictures will be small.
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How long has the tank been set up for?
What is the ammonia, nitrite, nitrate & pH of the water?
How often are water changes done on the tank and how much water gets changed?
Is the new water dechlorinated before it's added to the tank?
What sort of filter is on the tank?
How often is the filter cleaned and how is it cleaned?
How long have they had the fish for?
How long has the fish been sick for?
Has anything been added to the tank in the 2 weeks before it started?