The system can be set up to have different forms for different customers so the most likely explanation is that your customer is not associated with the template that you wish to select on the device.  There are two ways of rectifying this:

• If you want the form template to be available to every customer then go to Setup, Maintain Templates click on the box alongside the template and use the “Add to all customers” option
• If you want to enable it on a customer-by-customer basis then go to Setup, Customers, click on the customer and then use the “Add template” button to add in the individual form template that you want

Both of these options will need the users to run Receive Updates before the device will show the changes.