help login to Game Specific Identity

My main account has what is called a "game specific identity" which is my daughters account she used to log in to play sims4.  (and does show up on my account info @ ea)

I'm not sure what has changed over the last month or 2, she has been on a vacation, she has returned, and we cannot seem to get on to the sims4 account.

She says she had her own login email, we have tried to 'recover/change' the password through the website for her email, but have not received the email (has been >1hr now, have resent a handful of times), during that time I also recovered/changed my password successfully (did received email, did change password, could login to "Origin" )

I dont see a ui option in Origin to 'change' to this game specific identity, nor sims 4 on "my games list", so just not sure what the problem is that my daughters email is not receiving the pw change request.

Thanks