[2021] EDIT: NM i'm stupid

I don’t think Kay would say that since I don’t have the ability to assist with in-game character specific issues. I can; however, point you to a piece of communication about it Status of the 11/8 Weekly Patch - #2 by swarf

You could be talking about a Support team member though. You should have your friend submit a web ticket so their team can look into it.

You should be able to edit your post! Or you can mark Malakith or my response as a solution if you’re worried people may get confused.