[quote]Her old account was the same name of an email she used (very SFW sounding name) and when we got back in, we noticed the system had changed her name to "guardian----".[/quote] Unfortunately based on your description this [i]may[/i] qualify under the Banned Name Policies as grounds for having one’s name removed: [quote]Policies include, but aren't limited to: • An auto-created name that becomes empty or becomes offensive due to our filtration process • Mentions of Bungie, BNG, etc. or impersonation of a Bungie employee • [i][b]Personal identifying information (i.e. first and last names, email addresses, phone numbers, etc.)[/b][/i] • Hate speech • Implicit or explicit -blam!- terms • Website addresses • Profanity[/quote] https://help.bungie.net/hc/en-us/articles/7648312251284-Bungie-Name-Guide As far as obtaining a name change to something non-generic, it [i]seems[/i] as though she should have an available name change token assuming she hasn’t already changed names twice to this point. Unfortunately I’m not aware of any appeals process or a means to request a Support Ticket for help with name changes. (΄◉◞౪◟◉｀)