Closed Friend can't log on to website but can log on to game

My friend inferniux97 can't log on to the main website to change his password, but he can still log on to the game.
Whenever he attempts to log on to the site, it says incorrect id/password (we've tried more than once, for sure)
Could someone help with this?

 

Same issue! Help!

 

Are your passwords longer than 12 characters?

 

Yes.

 

@John
@Katsuruka
Can either of you two help?

 

Please could both of you pm myself or John with the email and date of birth associated with your accounts and also the hash for the new password you want to use: http://www.sha1-online.com/