I don’t think his problem has anything to do with signing on to the Starlink website or his account. The problem is, CUSTOMER SERVICE links on the site, (signed in or not!) isn’t readily apparent.
Now eeaton, here is what I did as my unit arrived with a cut cable to the dish. I went to support and there is a place on the left margin to submit a message/ask a question. That generated a “support ticket” request. I haven’t received a response as I have just submitted this morning. Hope this helps.