Hi Little Bungie does not have a direct line anymore. To contact them you do as you have done now by posting in these forums. So lets did you friend purchase the digital or the physical edition? If physical did they enter all the codes that came with the box? Also did they receive their spark of light in the mail? Also, have you tried cancelling and resending the initial invite? This usually helps if the original invite was sent before the system recognized the license on the users account and the first character was created.