Won't let me migrate to teen account

Some time ago I got a message to 'upgrade to a teen account'. When I put my email address in, the only one I've ever used for apex, it tells me there is a duplicate account.  See attached picture. It is literally impossible to find a solution for this. Even logging in to EA website there is no way to fix this. It's there any way to get around this or is this account now lost?  I'm on an xbox not sure if this makes a difference.