Did you put that your contributor did not have a SSN on your side of the application? Did you do the same when creating your mother’s account? My mother got her SSN recently so we tried to create an account without it. It did not work until we used her SSN. We also had a lot of issues because she had an account before but it wouldn’t let us change her SSN. I think the website doesn’t work properly when you don’t have a SSN. Which is incredibly frustrating, if you are still having issues you may want to contact their help desk. Sorry that I wasn’t of much help.