E-sign interface and functionality just changed for one of my users - support was no help

As noted in the title. Several users use e-sign daily, but for one user the interface and functionality just changed. Same version, all the latest of Acrobat pro. Tried full uninstall, delete folders, reinstall, did not work. Attached screenshots show the issue. The interface is completely different and the user cannot complete their work as the workflow is simply wrong. Also, I am aware that you cannot send an esign to only yourself - the issue is that the changed interface on this screen changes the workflow and we cannot figure out why this user has a different screen here than everyone else.