Professional name change registered with SAG was rejected by IMDb

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I changed my professional name with SAG but IMDb has rejected my request to update it.  I have just booked a series regular and the announcement will be with my new professional name.  It says IMDb will make an exception for this, but I was denied.  Please help. Thanks!!
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jennifer Deines

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Posted 5 months ago

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Ed Jones (XLIX)

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Jennifer Make a new name page when those credits are posted with your new name. Then merge the new name and your old name. Make sure you check the box that says to Preserve existing name credits.

Use the name merge link provided here in this sentence. It will explain how to incorporate those two names into a single when finished and approved according to the IMDb's Contribution times page in this link...... https://contribute.imdb.com/times?ref_=helpms_ch_ci_processing
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Meredith, Employee

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Hi Jennifer, 

Please can you provide us with the submission reference number for your name text correction contribution that has not been approved and we can look into this further for you. 

Thanks
Meredith