Players can't move their tokens

I've searched this topic and tried all fixes in previous threads but 2 players still can't control their tokens.  Any help is appreciated. Editting to add: all setting are correct.  If I give myself permission and rejoin as a player I can move the tokens.  For one of my players, her partner also plays in the game, and he can move her token from his account.  This has to be an issue on the players side but I don't know how to fix it.

Hi Ayden! This is usually a permissions problem. Can you open up the token settings on a token that is already on the VTT but that you have verified cannot be controlled by a given player. Post the screen shot of the portion of the token settings that shows the Represents field. Then open the characters that it represents. Do this by shift-double-clicking on the token, rather than opening from the journal tab. This is to verify that the character you are checking is the correct one, and not a duplicate. Put the character into edit mode and focus on the Controlled by and In Journal fields. Post that screen shot as well. These are good first steps to figuring out your issue.