The most likely cause is that you have two accounts, created by logging in from different sites, or two different accounts from the same site. This can often be fixed with some experimentation.
Occasionally, the site glitches and creates two accounts tied to the same external site. This can only be untangled by customer support, who may be slow.
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necro post but I just had this issue. all my purchases are missing all my characters are gone.
The most likely cause is that you have two accounts, created by logging in from different sites, or two different accounts from the same site. This can often be fixed with some experimentation.
Occasionally, the site glitches and creates two accounts tied to the same external site. This can only be untangled by customer support, who may be slow.