Password Security

I am trying to obtain a signature from a client through echosign.

Her complaint is as follows:

After I sign it I save it to a PDF. When it saves and I review the document, nothing was saved.  My signature and initials are gone.

Even though she mentions that she signs it, it still is not coming over to me and showing up in our account as signed, but instead still "out for signature."

Since I have not been able to help her fix this issue, she looked into the "document properties" of the document on her end and found that under the "security tab,"  "password security" is the chosen field under the "security method" option.

Further, under the list of "document restrictions summary" (under "document properties") "Signing" the document is "not allowed."

When accessing the agreement through my echosign account (manage), I click on "protect" to find the settings and it says this agreement uses "email verification." When I go to change this in the "identity verification" field, I am only given this option or "email plus (password)." Could this be the issue, and if so, how can I change the setting?

She is the only document out for signature I have had this issue with (going on several months now). All other agreements have been able to be signed, no problem.

How can I change these security settings?

The client is getting extremely impatient at this point and this has not been a good experience for them. I am concerned we are losing confidence and hope someone can help!!!

Thank you!

Molly