Can't Set Family Name

So, I got my friend to try the game and he can't set the family name. Regardless of multiple tries, what has been attempted:

1. Set Family name by pressing "Enter" >Click Check get confirmation it is available> GO to character select.
2. Set Family name by game auto-propting for it > Click Check availability get confirmation it is available> Close out the game completely
3. Log in > choose a different server > set family name > get confirm avail > Go to char select screen
4. Make a new char > choose another server > set family > get confirm > restart the game
5. Friend tries to make forum account wont let him post ( LOL), cause no confirm email sent!

Also, the prompt says it will re-connect but NEVER does!

Anyone have any ideas, I searched the forums and came across one post about pressing enter to set and we tried that but noting else really addresses the problem. It is possible I missed something but I do not think so.

At the time of writing this we have now tried to set the family name like 20 times without success, why does it auto generate instead just do it a first character creation.

Lastly, he can't really play because it constantly pops up asking for it to be set. Very annoying and to me and him game breaking.

 

I sent you a priv. convo.

 

hi i cant set family name too , how to fixx this?