Resolve a LoginSecurity username-case refusal without resetting the account

Applies to: LoginSecurity; match the linked maintainer documentation to your installed platform and release.
Documentation checked 9 November 2026.

LoginSecurity can require the exact capitalization used at registration. A name-case refusal should be checked against the account record rather than treated as a forgotten password or missing registration.

Follow the procedure

Record the exact refusal text and the username capitalization the player is using. Do not ask for their password and do not expose the authentication database in a public ticket.
Check the installed login.username-match-exact policy and matching release documentation. Establish whether exact-name matching is enabled intentionally for account protection.
Verify the player’s ownership through your established support process. Use authorized read-only account information to determine the registered spelling without changing the record.
Ask the verified player to connect using the documented correct identity path and capitalization. Check the proxy or launcher identity handling if it changes the name unexpectedly.
Have the player authenticate privately and confirm normal access. If an actual account rename is required, follow the release’s supported migration or recovery procedure rather than inventing a database edit.
Record the resolved spelling or integration correction privately. Keep exact-name protection enabled unless an administrator has separately reviewed a policy change for the whole server.

Check the result

The verified owner should reach the existing account and authenticate normally without losing its registration, inventory or other player data. A successful new registration under a second spelling is not equivalent to recovering the original identity and may create a separate account.

If the result is wrong

If the refusal continues, retain the exact error and review proxy identity forwarding with support. Do not disable authentication, grant bypass or unregister the original record to make the message disappear. Preserve the existing account while arranging a documented identity correction.

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