Hi, I would recommend you have him submit a support ticket and see if they can help you.

Hi Alison,

This generally happens when a student either does not have a birthdate set on their account or when they are under 13, which makes their account a restricted account for privacy reasons.

In this case, you can change their username / nickname yourself via the student's account settings. There are instructions for this here. Alternatively, you can rename a student on your roster, which will change their name for just your classes and not other users or teachers.

If the student is over 13, they can also submit a support ticket and we can update their account so that they are able to edit their account settings and profile information.

Please let me know if there's anything else I can do to assist you!