Very often this kind of problem is due to using the PlayOnline password to log-in, instead of the SqEX Account password. Make sure the PlayOnline password is set (and saved) in the member settings, and that the SqEX Account name is set, and that the one-time password is set to be used as well (if applicable).

Then, when logging in, it should be asking for the SqEX Account password, not the PlayOnline one.


Hopefully it is only this for your friend as well.
If not, and it has been changed on the SqEX Account Management site, all I can suggest more is to contact the Customer Service.

Good luck!