If I'm correct (and I may not be, I'm not entirely learned on the matter yet), then more than likely your friend's account has been 'eaten' by the sever. The best thing to do is make another account. If your friend can remember her/his password, then make sure they try it out first.
As for the hotkeys, open the emotes tab and hold down the number key you wish to change. Then, whilst holding it down click on an emote. It should set it to that number ^^
If your friend registered on the first time she checked the forums, she was extremely lucky. Registrations only open for a few hours a day (two I think), and at random times. Not even staff members know when they'll open. Your friend can make a new account, but will most likely have to wait a. Little whole until they catch the registrations open.