Not getting username restoration email

[YoureDown]

Hey everyone, posting for a friend.

My friend decided to go back to the game after a while of absence (and me convincing him to get VIP) and he forgot his username.
We tried to use the email restoration option, but for some inexplicable reason it doesn't send it to him.
When I tested the feature, I got my usernames mailed to me, although for some reason it doesn't work just for him.

Unfortunately, we can't really call overseas (we aren't in the US) and would really really like to not have to use skype / any other call method. Our english isn't great and we rather use text.

Anyone knows what we can go about doing in this scenario?

Thanks!

[Cordovan]

Have your friend send in a support ticket through support.turbine.com; send it to Account Support. It may be worth having your friend check their spam folder as well.