Serious Account problem

hey.
ok, well, it'S not about my account, but about the guild wars account of my friend. we both started to play when the game came out, be he quit after like 5 months.
Now i could persuade him to start again, and so he tried to log in into his acccount, but beware -- wrong password. He tried again ... no change. He never ever gave someone else his password, nor even his email address (except for me .. i know his email, not his pass tho).
So well, don't worry he thought and requested a new password. He got the email form anet, stating he requested a new password and that it is x8hdfmsfd6 ( this is one made up ofc, a fictional one ^^ ).
He tried to log in with that password - but the only response he got was "The password you entred was incorrect (Code=011) (it was that code i guess)". Well, he then requested a new password once again, got it, tried it - no success.
He even gave me the password he had freshly aquired so i could try if i could log in into his account - but i got the same response as he did.
We already wrote 2 emails to anet stating th issue, but maybe someone can help us here.

I have no clue what your problem was. I was on a hiatus for about 3 months. I came back onto Guild Wars and it was fine.

I may be saying something you already checked for, but, could it be a username typo?

it could be an email mistake ye, like forgetting the "." in somepart of your email address or something ?

its no typo for sure, we tripple checked it each time.

If you're counting on PlayNC to get you a password back you going to need

1)CD-keys
2)Photos of manuals, boxes, UPC code, cd-key code, receipts etc
3)A lot of f*kin patience not to tell them to go ...
4)Mail something to Texas or wherever it was
5)Weeks
6)etc

good luck anyway man, I can feel the pain of your friend

Tell your friend to try and use the password that he registered his account using because in order to log in you have to type in the wrong password or else it will tell you that you have typed in the wrong password.

Check you capitalization as well - Passwords are case-sensitive AFAIK. I had a problem once when I was trying to log in with the wrong username.