Account Transfer

Not sure if anyone can offer some guidance on this: we recently had a guild mate (44) pass away from cancer and he asked if someone would continue on with his main account (he had multiple swgoh accounts).

The account is linked with Google but the person who wanted to take it over is on Apple. He tried adding it through EA Connect but it brings up his level 9 account. When he tries to unlink that account it gives an error and restarts the game. He put a ticket in with EA Help but never saw a response.

Another guild mate (on Google) can bring up the main account using the email associated with EA Connect, but the member on Apple just gets the level 9 account.