If it's been over 24 hours then contact Account Management to get it straightened out. Calling would be best as it will get corrected right away. Ticket times are abnormally high right now due to the recent expansion (compounded by holidays and storm closures). Figure about 2+ weeks for a ticket response. Your friend would have to do the same if their account was not upgraded properly.
"Everyone's got one. Better to be a smart one than a dumb one." - me
"It's people like you that [I]think[/I] you know everything that give those of us that [I]do[/I] a bad name." - me
"Eat, drink, and be Merry, 'cause Pippin was a fool of a Took."