How am I supposed to explain this?

With me returning to the game I had a friend installing the game (first time in lost ark). After reading about the "new player problem and being banned" and "getting a trusted account" I recommended her to just spend some money on it, buy whatever, some crystals, whatever.

It worked, 3 days later she was trusted, got the powerpass, mokoko express. all good.

Told her to do some life skilling as shes gonna need gold to hone past 1540. She's been fishing, she's been doing the [Growth]-quests, the arkesia tour... Inevitably she reached 1540 and has no gold. She called me on how to sell the life skill stuff she has been gathering. I told her "just go to market, add item, find your life skill suff in storage".. she did, but she could not list stuff. And I was like.. wth?

Turns out, she lost her trusted status... how tf do I explain this?