Guild Wars 2

My wife is putting in a ticket about this with Support as we speak, but I am posting here hoping it could be noticed.

The Issue:

My wife sent her brother a Trial Key a while back on the Trial Weekend.
He created the account with “testname.1698” (Not being his real account name)
His Trial account did not work properly somehow but he wanted to play pretty bad so he bought the game.
His new account he created with the same name “testname.1702”

Now everyone online sees him as the .1702 account except for my wife who when adding him to her friends list or sending him mail or anything of the like gets his .1698 account instead of his real .1702 account. It is very confusing and must in some way be related with his Trial account being connected to her account?

She has a ticket in with the ticket # 121205-001273

Would like to some some resolution or ideas on this!

Thank you!

Support just responded without truly reading the ticket or they would have noticed that she wrote, “This is a NEW account with the same name, not the OLD Trial account.”

Did he use the same email address that he used for the trial account? If he did then it’s an upgraded account (trial to full), if he used a new email then it is a new account and the issue is indeed confusing.