We're sorry to hear about your friend's situation, please have them contact support and they'd be happy to review their account again. Have them add as much additional information as possible about their situation as it should help the investigation process move quickly. As for recovering accounts, we do need to verify the account outside of what characters have. If your friend knows the current email address they should be able to reset the password without issue. If they are having an issue with their email itself, they would need to contact their email provider for assistance with recovering the account. Please keep in mind that this is done for the security of everyone's accounts.
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