Friend Can't Access Account

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one of my friends recently got a ps4 to play xiv with me but he's just told me that can't access his account (after forgetting his password) but when he emailed square enix they said that his email isn't linked to an xiv account and then when he tried making another account he got another email saying his email has already been linked, is there a fix for this?

submitted by /u/Castawayfan
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