Guild Wars 2

hi i got a friend that just got the game. he made the account for the game but then he try to log it fail and then he try to recover the account pass it say a error

Have him make a support ticket from the tab at the top of the page, then Ask a Question.

Just to verify – have you asked your friend if they know their “Account name” is their email address, not the display name (which is their forum/global name)?