Brand new account - Keeps asking for family name

My partner created a brand new account and a new character but it gave her some default family name. The game keeps coming up with a popup asking what the family name is. It is actually unplayable because she keeps filling it in and it keeps asking again every few minutes. Is there any way we can resolve this?

 

We Tried to buy a family name change from the pearl shop but it didnt work either.

 

isnt that a normal thing for a new account? you have to enter your family name

Every BDO account has 2 names in game, family name (once) and character name (each character you create).

 

Hi bud hv u checked if she put some space one the name? I used to face this problem and I found that I put space in it

 

probably the name he entered is already taken by other player, you have to click check available after typing your family name

 

Has the problem been solved, and if so how did you solve it?