My friend's blocked account

[girineiti]

Hello. I'm writig to you with some problem. My friend created an account, he didn't get banned, but when he tries to log in with his password and login, it says it's incorrect. He was trying to use "I've forgotten password" it says that the security code you supplied did not match the one displayed, even if he is writing 100% good code. What should he do?
I checked ban list and he is not banned.