Good morning and thank you for posting on the Final Fantasy XIV Technical Support Forums.

It sounds like he's logging into the incorrect account. Unfortunately, we cannot assist with account recoveries on the technical support forums. Please have your friend contact the Square Enix Support Center. Use this link for a North American account: https://support.na.square-enix.com/m...p?id=5382&la=1

And this one if they have a European account: https://support.eu.square-enix.com/m...p?id=5383&la=2

This thread will be moved to the 'Separate Support Required’ subforum as contact with the Square Enix Support Center is necessary to resolve the issue.

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