Issue with my gfs account

My girlfrend reset her mobile phone to factory settings. She always used her google account for it, so she figured: if i use my google account now, i can get in easy peasy. When she booted pokemon however she said log in with google and it immidiatly went making a new account.

Anyone have any clues? Is this normal? She was level 29 at would hate to start over for nothing...

Edit: problem solved