Can't get back into the game

DaniAngione

My brother is trying to get back into the game but he can't log into his own account on the website.
He tried all the possible passwords and we know his @username because I can see it on my in-game friend list.

When he tries to recover his password, the site tells him the name + e-mail combination he provided doesn't match any account, however we checked his e-mail and the last messages he got had the right name (and if they arrived to that e-mail it's because it was the e-mail he was using)

He just sent a page to support but I wanted to know if it is a known thing, if there are any ways to easily solve it, etc...

Thanks
- Dani