Can't change password at all

SO, yesteday one of my friend had to disconnect is account for something and when he tried to log-in back it was impossible to do , he tried changing his password but his email don't recieve the mail at all and so he can't change his password.

He have proof that the account i am talking about is his account, he know the email used and can connect to it

The account is named Aznum_Shark