As previously stated, there's no one with that name registered on the site, so if it's the case that they're waiting to be upgraded then I really need to know what name they are on the site under so I can upgrade the right account.

If it's a case that they cannot register on the site, then there's no accounts in the queue of failed accounts on the server that have bounced and not managed to successfully register, so I can't find them that way.

Otherwise, someone needs to give me some contact details for them please so I can try to help them register.