Help Moving from PlayStation Login to Full EA Account (for Sims4 on Mac)

I'm a parent managing my 10-year-old daughter’s gaming accounts through family/parental controls.

She started playing Sims4 on a PS5 using the PlayStation login option. Now she’s switching to a Mac (M4), and we’ll be selling the PS5 soon.

We’re now stuck because of one of two issues — solving either would let us move forward:

1. EA App on Mac shows nothing
   When logging in via her PlayStation-linked account, the EA App on Mac is completely empty — no games, no store, nothing. Even after temporarily disabling all PlayStation parental controls, the app stays blank.
2. Can’t “promote” her EA account
   We tried converting her PlayStation-linked EA account into a regular EA login tied to her email (keeping her current User ID, friends, etc.), but when we try to create a child account from my parent account, we get the error: "User ID already in use."

We understand we'll need to repurchase Sims4 add-ons on the Mac (which is disappointing, EA), but right now, we just want to move forward in one of these two ways:

• Either fix the EA App so it works with her current login
• Or convert her PlayStation-based EA account into a full EA account

Any help would be greatly appreciated — thank you!