So someone can tell my friend how to solve this problem?
change your browser
Sorry to learn about your friend's trouble and for the delayed response, @CapricornWhite!
Can you suggest your friend to try accessing Ingress Community on a different browser or on an incognito? Also, please ensure that they're using the right email address while logging in. If this doesn't work, please ask them to contact us inapp or on Twitter (@Niantichelp) for us to get their account information and to take a closer look!