Email address is not accepted at registration

Yesterday one of our patrons wanted to register for using Zotero, but her email address was not accepted.
Its form is: lastname1-lastname2_firstname@student.xxx.edu / Her last name consists of two parts, connected with a hyphenation, her first name is connected with a dash.
What is the problem: hyphenation, dash, too long? How can we solve this? This is her official e-mail address.

Thx,
Krisztina
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