It's not just the upgrade system. If you try to access the MMB section of the website without logging in, the most frequent reason of failure to locate a record is because it thinks that Tofumr is a first name instead of just Tofu.

You'd think this case is common enough that they can plan around it, but I guess doing the obviously logical thing is not so logical to CX. When it comes to website design, CX throws logic out the proverbial emergency exit door.