New software install forces new account creation; how do I get my existing characters

[Menithe]

I'm sure I'm not the only one but I can't find someone else so apologies if I'm treading old ground.
Background info:
-I moved from ps3 with the 'download and switch" method, bought and installed DISK Heavensward and DISK Stormblood; with Shadowbringers I went digital - *but the machine has always required that my Stormblood disk run in order to play*, (even though I'm licensed for and running Shadowbringers content).
-The disk drive of my ps4 is deadish, so I needed to switch to all digital. Everything I could find said I'd have to get the digital software to do this so...
-I went to playstation store, looked for the software, got the complete edition and now...
-I run the software and it takes me to the regular login screen showing my existing account name and accepting my existing password
-THEN it throws me into an install/register screen that warns me NOT to make a new service account if I want to use existing characters in bright orange letters and then won't let me proceed further unless I check the box to make a new account.

Nowhere after the login screen does it show any sign of my existing account, I am offered no option but the option to create a new account.

I just want to use the digital software for the old account - How?

[MelodyCrystel]

Have you checked on Mogstation, if the PS4-version is correctly linked to your account? A ka, does the PS4-license show up there?

[Angus]

Can you post a picture of the last screen? I think I remember that there's something else you can select to get around that. You can't make a new account if you're using the same PS account that was on the PS3. Your FFXIV account is locked to your PS account.

[Saccharin]

Sounds like you've made another, separate account. Best to ask support to sort it out.

[Menithe]

Yes I checked into it - have PS4 licenses for game and all expansions.

[Menithe]

Sounds like you've made another, separate account. Best to ask support to sort it out.

Actually that is the issue - when logged in, it is asking to make a separate account, but there is no choice to go to normal account. We have reached out to support, they treated it as a password reset - but responded and are hoping for a reply.

[Saccharin]

Actually that is the issue - when logged in, it is asking to make a separate account, but there is no choice to go to normal account. We have reached out to support, they treated it as a password reset - but responded and are hoping for a reply.

Sounds like support are the only one who can help so let's hope you get a GM who knows what they are doing.

[Menithe]

So after "creating new service account" despite it's dire warnings about you not getting to character you already had, I decided to go ahead, ready to send off missive about 2 service account.
After that was done, logged in again, and there were the characters.

Some of the comments here led us to correct websites with ideas to search.

Thank you all!