Early access key from supporter pack not received

This is not a personal problem, but my friends, but his english is not so good, so here's the problem:

He managed to get a free key during the streamer giveaways and later bought the 30$ pack for an additional key he wanted to give to another mate of his. He seems to have 2 accounts merged into 1 and the additional key does not appear.

Please help me guide him on how he could 'find' that key.