Lost account

Hello staff.
I'm writing on behalf of my IRL friend (Account name: )
He has somehow lost his account password, and for some reason whenever he tries to recover password, account name or any other recovery function, nothing seems to happen.
He has spent money donating etc. which makes it annoying that we can't play together on our original characters together.
Is there any way he could come in contact with a staff member, through e-mail to resolve this?
His e-mail is:

Tell him to send an email to [email protected]. And remove his account name and email from your post.

Thanks for the quick reply :)