Obviously I am going to ring them with DD asap to try and sort it out but we are confused with where to even start tbh!
We live in a small village right on the Welsh border. We have a Welsh postcode, and DD is at a Welsh school, but our house is a couple of hundred yards into England. When she started 6th form, DDs school suggested we try applying for EMA to help with the cost of bus fares (low income family and no free travel post 16). EMA is still paid in Wales and the school said that some students on the English side of our village had been able to get it in the past so it was worth trying (the NHS and DWP and DVLA all think we are in Wales, for context, it wasn't an outright blag!). We sent off a paper application form that the school gave us. Two weeks later, we got a letter saying DD wasn't eligible for assistance from Student Finance Wales as we live in England. Letter promptly got chucked and we forgot all about it.
Until today....
DD is now trying to set up a Student Finance England account as she is off to uni this year. We were really confused as to why it said she already had one, and the website made her do a whole account recovery process, only to then not let her log in as she didn't have some details she was apparently sent when she set up the account (that she never set up).
We have now worked out that she must have some half set up Student Finance Wales account as that's who we applied to for EMA! But... They wouldn't actually set her up an account as they said she didn't live in Wales 
and because we sent off a paper EMA form, we never set up any account details online that we can recover. It was just a form, and then we got a letter saying sorry can't help.
So do we need to ring Student Finance Wales? But how do Student Finance England have the details when we definitely never applied to them for EMA as it doesn't exist in England? And what will SFW even do? Can they close her account so it disappears and she can start from scratch with SFE?
Where would you begin to untangle this sorry mess?