Account issues with PS4

I recently bought my fiancé, who currently plays XIV on her laptop, a ps4 so that she could enjoy more than 15-20 fps. I messed up and bought the bundle pack, so we ended up having to wait until today for her to enjoy it.

When we tried to get everything going, it claims her SE account doesn't exist. after trying several times we gave up and put in for a password change, but it claims no SE account exist under that email.

Right after she went and logged on perfectly fine on her laptop. After putting the email in with proper case sensitivity for a password change on the ps4, which effected her PC client, she still cannot get it to accept her SE account.

Has anyone encountered this? Are we just doing it wrong?

Have you linked her SE and PSN account?

The issue was much worse than I thought, and a far deal more embarrassing. Long story short, I managed to get a refund for the bundle pack like an idiot. The biggest problem with this was the entitlement key that prevented me from ever redownloading it on her psn account. In a stupid and rush attempt to get it to work since I was certain the refund wouldn't get approved, I managed to get her SEN synced to her SE account, which can no longer hold a FFXIV game on it. Then got talked into trying to buy it on another account since I got the money back, and that's when we learned about the SEN being synced, even though no ps4 shows up circled to her account on mogstation.

It's just a messy situation that I need a day from before working with SE or Sony to fix. with any luck I can get the SEN moved to the new account on the ps4, and use that refund as a super preemptive pre-order for FF7 or something =\