That's not good to hear..
Try messagin' a staff member: >>Click here!<< (http://www.feral-heart.com/index.php?option=com_content&view=article&id=28&Itemid=52)
Perhaps one of them can take a peek into the user database and see what's up. Although if push comes to shove, yer friend may have to get a new account and next time, it'd be very wise of them not to share their account information whatever it may be (other than somethin' already public like the username).