Help!

I’m a mom, who is trying to help her 7 year old with his “ultimate team” he said it’s not working. It keeps telling me “in order to access the online features for this title you must be signed into PlayStation network and you much be signed in to ea servers. See ea.com/unable-to-connect” …. The thing is we are signed in…. I’m not sure what the situation is and I don’t know how to fix this. Please help.