I'm sorry I bet that was confusing. The device I was referring to is the eset mobile and I should have posted my question there.
However, I had not uninstalled eset mobile but did do some other troubleshooting which was I created an account on that edocument platform and was then able to see the pre-populated data on the form once I did this.
If the issue appears again I will be sure to post my ques in the correct forum category but will first uninstall eset and reinstall.
Thank you,