Can't find server on the servers list

So, I created a server and the name doesn’t show up on the server list. Explained it to the g-portal service. They suggested I use direct connect. Well, it doesn’t work for me because I want my friends to join and they can’t if they can’t see the server on the server list. I explained it to them and asked them to rename my server so it shows on the list. They told me to stop the server before I rename it. They just don’t understand that it is not working. They are being completely unhelpful. Anyone else has this issue?

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