Hey there everyone,
We wanted to provide some clarification on what is happening if you find yourself suddenly missing progress, licenses, characters etc…
A Battlenet Account is required to play the game. This is true for PC, Xbox and Playstation. All progress is stored with our service and kept with the Battlenet Account that was linked when the progress was earned.
This means if you played at all, you were already linked to a Battlenet account on that profile. Access would be lost if the console profile was then linked to a different Battlenet Account. This includes any progress you would have earned before making the new link.
Progress/licenses cannot be moved, merged, reset or duplicated across Battlenet accounts. This stays on the Battlenet account it was earned on.
In these situations, you need to relink back to the original Battlenet account.
There will be a warning about a lengthy cooldown on linking console profiles to Battlenet but you should be able to relink the same profile back to the original account. (This cooldown cannot be reset or bypassed if triggered.)
Anything related to accounts (locating, confirming information, recovery etc) cannot be addressed on the forums. If you need account assistance with anything on your Battlenet account or recovering access to an account, you will need to submit an account specific ticket using the support site. (Click your name at the top right of this page, click support, click contact support)