Character avatars appearing instead of token

I am the GM of a 5e game and set up tokens for each of the player characters.  The avatars and tokens are slightly different.  However, if the players drag their character into a map, the avatar appears, not the token.  I have double checked that the correct default tokens are applied and they all are.  More so, if I re-join as a player and drag a token over, it works correctly.  However, when the player's themselves do it, the avatar shows up, not the token.  So far I've just been dragging all the player tokens out when we get to a new map (and then they can control their respective tokens fine), but I would prefer if the players could do it themselves. Does anyone have any insight into what might be going on?

Hi, Once your avatars puted on the page you need to affect it as default token on player edited Hand out

So, if it works when you do it and (as state) you've set the default tokens up and applied them... the only thing I can think of is that the players are drag/dropping from the actual avatar image on the Bio&Info tab of the journal rather than the name of the journal in the side bar? Have you confirmed with a player how they are attempting to create the token?