Can't get past Character selection screen

A friend of mine on a trial account has played the game for the last 2 days; he tried to log in today and got as far as the toon selection screen, but the 'Enter Paragon City' button in the bottom right was greyed out.

He can create a new toon and go straight into the game that way, but he can't enter the game using an exising toon.

It's not the PC, I can get in fine; it's not his account, it's only been active for 2 days.

Any ideas?

Sounds very like a known bug that crops up occasionally; the fix is to get in touch with Support via the Knowledge Base pages and report it (giving account details, etc...), and they can put it right.

Cheers, he's waiting for a reply.. 3 days I think so far.