Bit more information would help. Did they use the correct forum (sub forum petition/exploits) for asking for a IP exemption? Have they bumped the thread if so making it reset and take even longer? Did they give very clear information regarding account names and characters?
IP Exemption: This is for requesting to be exempt from the limit of 1 connection per IP Address. You may request exemption if you have more than 1 real person playing from the same IP. When posting for this, please include the account names of every person that will be playing from the same IP, as well as the identities (real first names) / relations to those players, and please make sure that at least one character has been created under each account. Please verify the spelling of each account you specify. This format works best: Real first name - Relationship - Account Name I've heard with just one letter off it will not be able to be resolved (unable to confirm accounts) and if they are busy with Velious who knows if they are going to have the time to send a PM to them about correcting the information. Also I hear they are done in batches but my personal experience is once I correctly posted on the forum it took 4 days for them to approve my IP exemption. Tho this was during the lengthy Kunark times with more GMs around. Hope any of this info helps your friends!
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P.S. You may not receive a confirmation message saying it's done btw, believe it is up to the petitioner to check the sub forum occasionally to see if it's made it to the resolved portion of the exploit/petition sub forum.