It means the account is setup as a minor account , simply reinstalling the game doesn’t change anything, I think, iirc, you need to wipeout the cache , and something else to try workaround the minor setting, conversely a different device that is set up as an adult upon initial install should have no issues ,
Also, you can hav them contact support to change the name, Won’t get them access to chat or to change it themselves, but it can be done,
And. If they are such a good player. You know their gp, and their arena squad, etc, no reason to “accidentally” boot them.
