Mhenlo's Request: Bugged?

Today, I gave a friend of mine a spare pre-order key for Factions. He is unable to bring his character over to Cantha.

Is it impossible for him to pick up the Mhenlo's Request since he entered the pre-order key after the head start began?

Things to know:

- The key did work. He has six character slots now, and the pre-order Assassin and Ritualist items appeared in his inventory.
- Sergio does not offer the quest. The boat lady provides no assistance. Mhenlo does not appear outside Lion's Arch. And the only other quests in his log are Sorrow's Furnace.
- The boat on his map only offers the Great Temple of Balthazar as a destination, not Kaineng Center.
- His character is fully ascended. His unascended second character is also unable to get the quest.

i read somewhere that this doesnt work if u have defend north kryta quest active.

All he had was To Sorrow's Furnace.

I can say that it is a sure thing that it does not work if you have defend north kryta quest active.