After Update can Not enter the game

One Player from our guild can t access to His Account, she tried everything from reinstall to writting to the Support but with no results. WE are top 10 German guild and top 50 Worldwide she bought the seasonpass and WE need her 5000+ Stars to keep IT that way. She is a very loyal and well known Player in the German Community. Helping everyone so  If You Coud Help her now WE woud be very thankfull.
Thanks you