Student Finance

When trying to link my application to my dads account, after putting in my Customer Reference Number and date of birth correctly on her account, it confirms that I've put it in correctly with the following message: "[My Name] is applying for student finance for the academic year 2025 to 2026"
But when I click Continue, the following message pops up: "We can't find your application right now. There may be an issue with our records at the moment. Please try again later."I have been having this same problem for the last month now, I have completed a PFF2 form and uploaded it on my account as it doesn't give me the option to on my dads but it did so on my mums account (also it says my mums name on one then says 'sponsor 2' on my dads why is this the case?). I have received multiple emails saying we need financial details even though I have uploaded them. I genuinely don't know what to do anymore, I talked to someone via live chat and all they did was show me where to upload it. My application has been stuck on the second stage for a while saying 'awaiting sponsor 2 details'.
Any advice would be very much appreciated.