Capture Signatures Issue

Hello, We are using capture signatures but something strange is happening. We have two accounts, one is used for development and one is for the customer, the account used for development has no problem, the signature is captured submitted and when the document is confirmed the signature is printed on the PDF. When we use the client account and try the same thing everything goes well but in the end the signature is not printed on the PDF. We're thinking it might be some kind of setup but we still can't figure out what, does anyone have any ideas?