That happened to me as well when I first got the game a few days ago. I panicked a bit haha.
I don't know how he paid for it but I went through paypal but had a totally different email linked to the account. It ended up sending the code to the email that was linked to the paypal. If he didn't use paypal then I'm sorry but I'm not sure what to tell you...

Maybe try sending in a ticket to support and see if someone can get it resent? I'm still new to the game so I'm not the best person to be giving advise to anyway lol.