Guild Wars 2

My friend’s account was unable to log in to guild wars 2 today and is unable to post on the forums as well. I’m helping him post instead.

Today, he tried to log in to his account but the game said
“The account name or password you entered is invalid. Please check your information and try again’
He tried resetting his password but his serial code is missing from his hotmail account.
I think that he might have been hacked and since he used the same password for both GW2 and Hotmail, the hacker must have deleted his message i presume.
Please help!

Tell him to check his credit card statements/bank statements if used debit around the time he bought the game, look for the entry on the statement, save the web page as a PDF and open a support ticket with A-net (make a new support account) then in the support ticket include the credit card number, PDF attachment of statement, date of purchase then explain issue.