Friend's preset isn't showing

[comet]

My friend recently made a preset, exported it and sent it to me and our other friend. But for some reason, even though she can see her own preset, we can't see it.
She exported it with the right username (in fact we've tried a few variables), and we put it in the right place, so what could be the problem? We're so confused.
Any help would be greatly appreciated. c:

[Ruby1234]

Did you restart your game?

[LordSuragaha]

If restarting doesn't work like Ruby said, I suggest that your friend continue trying different variations of his or her username. They have to type out their name exactly as it was the day they registered. It took me a while just a few weeks ago to figure this out myself but it is always the fix for this problem. Also each time your friend logs in with a different variation of their username make sure they know to delete the initial fhp file of that preset so each time they export again it's fresh and not confused with the old one that doesn't work. Goodluck. Hope this helps