Free Trial Issues

Hello, I am trying to get my boyfriend to try the game, so I led him unto the free trial page, he filled it up, and when he tries to download the game it keeps saying that either his username or password is wrong. I did it with him and still says that when we know for a fact all is correct, so we tried another email and restarted the process with a new username and password, and yet again claims one or the other isnt right... I don't understand why a process that should be easy and enticing is giving so much trouble, is there a fix for this?