Next time something like this comes up, first check the e-mail address to make sure it is correct. If not, correct it, then have the person click lost password and it will send a link to their e-mail which "re-validates" accounts, or for unvalidated accounts it validates them for the first time. Alternatively, you can click it yourself and put her e-mail in. The game doesn't know the difference either way.
New characters should appear as a "gelatinous cube" before character creation process.