User cannot change their username even with permission

XF 2.2.16. The member is getting a message saying they requested a username change that is awaiting moderator approval. I've looked everywhere for that request to clear it so they can then change their username but I can't find it anywhere. Not in the Mod Approval Queue, nor in the Username Change log. I don't see any mention of it in the user's record in ACP either. Where else can I look? I can certainly change it for them, but I'd like to fix this issue so that I can address it when it...

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