You may be having trouble importing your XBox Live Gamertag or Playstation Network info if it is linked to an account other than your main EA account. To recover or make changes to your XBox Live Gamertag or PSN ID, be sure to contact a game advisor.
Directions for adding your PSN or Xbox Live ID to your EA Account can be found here.
Picture to help you understand better, https://help.ea.com/article/welcome-to-the-new-and-improved-ea-help-center