Hello everyone, please I need help on this issue:
My mum was denied b1/b2 visa last year and I thought of applying for my both parents this time to increase their chances of getting the visa

My dad is now the principal applicant and sponsor of the trip while my mum will be added as a dependent under him but while scheduling the appointment, it was saying dependents can’t be added.

I wrote the support to find out why, they said mum already has an account existing account with them therefore she cannot be added as a dependent unless the existing application is deactivated.

Please has anyone experienced in the this before? Because the purpose is for my both parents to go for the interview together and not separate interview date. I attached the picture of the error message below. Thank you as I await your responses