EA ID/account/Steam problem = can't play

Trying to get my brother in on Apex and he gets stuck.

When starting the game from steam he needed to have an EA-account. We check and he has one registered to his mail that he had forgotten about.
So we go to EA.com to login, send password reset because that was obviously not something remembered either. 

OK then when logging in we get to typing in the email and password, click and:

We get to this page. Anything you type here results in the same error message and you can't get any further.

If there was an ID he used earlier, it is unknown so we can't match that to anything.

= We're stuck.

Now I tried making a new account from scratch with new email, new ea-acc and ea ID. That works, but then when you try to play Apex from steam it doesn't work since the ea acc-email or what ever is not the same as the new acc I made.

I tried EA-chat and they tried checking his steam acc to see if it was connected. Said it was not, and then told us the ID was not finnished and that we should create it = what we were trying to do in the first place.
After that I was reverted to the forums to post here as words and terms (see: prohibited word or character - image) were handled by a special team.



I have no idea what to do so hopefully one of you guys have a clue. Thanks!


Ps: when I created the new account "fpinne" the page that is in the picture never appears at all. Only with his old login/email.