/profile - Does not work for a player that has logged in recently

If I use "/profile RondoQ" it says "That player could not be found" I'm aware that /profile does not always work for players that last joined prior to the network overhaul, but that is NOT the case here. Using /seen in Factions confirms that they were on the server less than a day ago (and I think I have remembered them logging on once or twice too) I do know that they changed their IGN twice since I first met them (last time was around a year ago I think), and I'm unsure if that could be related. In addition, before the network overhaul, the IGN that seemed to be in the system (displayed in /msg) was not their current one, but their previous one.