Hi there,

I think this often happens when the person completes the screen name field with exactly the same details they submitted for their name. There's only a need to add a different screen name if you intend it to be different. If they leave the field blank hopefully it will work and their screen name will simply be their name,.

If it isn't this then perhaps the screen name is the same as someone else's, but I think this is less likely.

All the best,

Sorrel