Hi folks. Thanks for all your help. Happy ending. Despite him having successfully changed his email account a few years ago, notifying the club, and seeing it correctly displayed on his profile, it seems there is a separate ticketing database and someone missed out the "dot" when they altered it, so it read "outlookcom". He had no way of knowing they had made this mistake, particularly as the database they use for their mailshots correctly showed his new email address so he was getting all that stuff. He insists he's now ticked the boxes, submitted his ERP form with the ticky box(es) ticked, and booked his lateral flow test for Friday morning. He's also on the bus.
I'd just managed to get onto the phone queue this afternoon and had been hanging for 35 minutes when a lady actually answered. She didn't want to discuss any details with me as he's over 18, but she said it had already been sorted via an email query. (The email I told him to send several days ago but which he only sent last night) . My lad actually messaged to say it was sorted but I didn't see it as I was hanging on the phone in the queue.
Bloomin' kids, eh?