Guild Wars 2

My friend bought the game made an account and waited a few hours for the game to download, now when the game was ready, he tryed to get in but the password is always wrong, he wants to reset the password but the system asks Email serial code and character name, since he never played the game and never created any character, how can he reset his password???
A ticked was sent but no response

Ticket 120910-000100

Trading post is down again for everyone?? Cant get access and everyone on my chat EU Whiteside Ridge says they cant get in TP.