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From the examples on the lookup page:
a full URL http://steamcommunity.com/profiles/76561197960287930
a full URL with customURL http://steamcommunity.com/id/gabelogannewell
It shouldn't matter if someone replaces theit custom URL with a string of random numbers. The URL is a giveaway. Have you been cropping out most of the URL and only giving the last part? i.e. tthe "76561197960287930" or "gabelogannewell" bit? Try it with the full URL instead.