(Solved)Error with loots

Happy Holidays everyone!

  • can anyone help in understanding?
  • I bought the game(upgrade to Diablo@ Prime Evil Collection) today (12.27.22) and in the game I see this: translucent loots and I can not pick up the loot of an ally who carries me in the great rifts.
    • the game tells me that it “belongs to another player and I can’t pick it up”.
      • how to fix it?!
        tnx a lot.

UPD:
the problem was solved!
it turns out that this was the fault of the second account, where a copy of the game was purchased.
I had to log into my old account and delete the game from there so I could reinstall the game from the new account.
Maybe this solution will help someone with the same problem in the future.

Happy Holidays everyone!