Factions Pre Order issue

Hello,
My friend and I both have Guild Wars Prophecy, I bought mine at a local store and he got his through PlayNC. We both bought a Pre Order of Factions at a local Target, and When I add my Pre Order account it accepts just fine, but when he tries to add his it says is invalid.
My question is, Is it because his Prophecy Edition is from PlayNC? do they not accept Pre Order Faction Keys from a local store? That is the only diffrence I can think of betwen my Prophecy account and his. I tried hard to find something on web or forums that mention this problem, but could not find anything. Hope someone can help me out.

Thanks

Ask your friend to first check to make sure that he's entered the key correctly (eg check 0's and O's, 8's and B's) and if that does not solve the issue, contact our support teams. It is not an issue caused by him having bought from PlayNC.