@Ninatheflyingcat , it sounds like you may need to reset Origin. Here is the link below with troubleshooting tips for Origin and instructions on how to reset it.
Please let us know if this has helped.
Thank you so much for taking the time to answer. I'm trying to do this for my daughter for Christmas so your help is much appreciated as I'm pretty stressed!! I'll give it a go - fingers crossed
Please let me know if I can help further. Always happy to help out and and sounds like a wonderful Christmas present.