User ID problems

Hi a friend of mine has this problem and asked me to post here since he connot log in by himself
here’s what he’s struggling with:
‘’'I’m trying to access the My Steinberg on the main steinberg page.
I’ve forgotten my user name and password so I sent a request for new password and got that no problems, but when I request my user id it says my email address is not registered…
well clearly it is as I was able to get my password… ‘’

can someone help him? awnser here please :