This was fun to diagnose, so I am logging this just in case other users have this issue. Basically the user was copying the scripture and when pasted the Book and Chapter were missing as shown in the screenshots. I had a mind blank for quite a while before I remembered that there is a setting that controls the format of the copied scripture. It is a setting I haven't really looked at since I built the original Equipd app back in 2012 Bible Settings > Copy Scripture Prefix > and the user had selected "None". Easy to solve in the end.
