eSignature Not Recognizing Display Name

Summary:

In Journeys, we have employees entering their display name and email correctly, but they keep getting an error message that their name does not match the display name we have set up.

I had checked for extra spaces and can confirm that there are none.

I had employees tried it on a PC rather than mobile, different browsers, clearing cache, restart their machine, and entering it exactly what we have in Person Info in case it is case sensitive but still no luck…

This is not happening with the whole population, but it is happening very often and it's quite frustrating.