Help Elder scrolls online login information is incorrect

hi guys me and my mate brought the elder scrolls online for the pc I was able to log on all easy and play the game but my friend is having problems it says his Login information is incorrect but he wrote down every thing he can even login on the website most people say its because you haven’t activated the game code but he has and he still cant login

Tell him to get it emailed to him

its not the password because he can login on the website

he has been sent the code redemption email