Unfortunately this issue seems to be cropping up semi-frequently right now. If you are confident it is the correct account, then double check cross-save settings on a different browser to see if it shows the same there. If it does then it's likely something has gone wrong while adding it to the cross-save setup. I'd wait for BNGHelp to reply but the answer is most likely going to involve having to disable cross-save in order to attempt to add it during the initial activation, but that includes having to wait 90 days and only being able to access your characters/gear on their own platform (Playstation in your case)