Friend can not enter in his account this one is bloked and he can't unbloked

I guess is for Variable IP but, my friend account is blocked actually he trying to unblock, but, when he writte his first pet's security question, thats don't work. I don't know if he writting bad or some letter adding by error fisrt time he writte but, he is sure to writte this correct but don't work. Can he do something to unbloked his account without Pets question?

Some people have this problem with their accounts, even me initially when i start to play six mouth ago, when game detected different IP in these case maybe telephone number and send a verification code will be a great solution. And well for obious reason (he can't log in) i ask for him.