Around a year ago I purchased this game for a friend. We were playing fine, but he stopped playing it eventually (I can't remember why). Now I purchased him another game-time card because we want to play it again, but he can't remember his password.

When he tries to reset his password, after putting in all the required fields, in the one-time password space it's telling him it's invalid for whatever reason. The problem here is that he doesn't remember having ever put in a one-time password, nor does he have an e-mail anywhere telling him about having one. He also doesn't have any app on his phone for it.

He submitted a ticket, but seeing as I just spent $30 hoping to play with him tonight, I'm wondering if anyone has any experience at all with this or why it could possibly be giving this error?