if he already sent a ticket then just be patient
ofcourse it will not hurt if he tries the following :_
1) clear cache and restart the browser
2) make sure flash and browser are both updated
3) try incognito mode / install a VPN ( better )
4) try a whole different browser or device
inform support what steps you have done from above if the issue persists ( also create a HAR file for the report )
about your mail issue it is a work in progress :))
do the following to create a HAR file :-
For Fixefox users: if you are still experiencing difficulties, please consult the following link: http://support.plarium.com/files/pscreen_instruction_en.pdf
Contact us and send a screenshot of your FireBug panel to our Help Desk plrm.me/Plarium_Support and we will try to resolve your issue as quickly as possible.
For Chrome users: please follow these steps:
1. Access Chrome -> More Tools -> Developer Tools -- http://screencast.com/t/dXnNlwFTV8y6
2. Access the Network tab -- http://screencast.com/t/rRKZ9T9bsG
3. Try to access the game
4. Right-click on any line and select Save as HAR with content -- http://screencast.com/t/gxsrje20g
5. Input the following command in cmd:
tracert plarium.hs.llnwd.net
Then, take a screenshot of it.
6. Send this information to our Support Team at http://support.plarium.com/Tickets/Submit/