I’m experiencing a serious issue with my account and need urgent assistance.
After logging in, I can see all of my characters except for my main one, which is completely missing. Here’s what’s happening:
- All other characters are fully visible and accessible, including their pets.
- For my main character, only the pet is visible in the character selection screen – the character itself is missing.
- When I try to select that character, the game gets stuck on the loading screen and does not progress.
This is NOT a device, cache, or installation issue — I’ve already followed all standard troubleshooting steps. The problem clearly affects one specific character and seems related to the server or account data.
I contacted support, but I was simply redirected to generic articles and forums, which is completely unacceptable considering this is a product I paid a significant amount of money for.
I demand immediate restoration of access to my character
Device Type: PC, Android
Device Operating System: Windows 11, Android One UI 7.0
Diablo Immortal App Version: latest
4 Likes
Freakbarber#2201, FREAK, server KESOR. What is it helping with? There is still no reaction from any of developers. I’m clan cheef, not able to take part in wars, clan towers, doing nothing for last 2 days, seeing just my pet in the menu. Some other interesting answears ?
I have become aware of a growing number of individuals who are experiencing the same issue — being unable to log into their characters. Given the scale of the problem and the lack of adequate support, we are now considering forming a group to pursue a class action lawsuit.
It is deeply concerning that the company appears indifferent to the needs of its customers. Instead of addressing the problem directly or escalating it to the appropriate departments, support representatives continuously refer users to a forum that is largely inactive and ignored. If this is the standard method of handling serious technical issues, then perhaps legal action is the only path left to ensure we are finally taken seriously.
Hana Montana to Miley Cyrus?
I’ve heard that more players are experiencing a similar issue, especially after the latest update. Game Master support staff are saying that resolving this kind of problem is outside their scope and falls under the responsibility of the developers, who can directly fix such in-game errors.
Are there even any active developers actually working on their assigned tasks? The response time from both support and developers is extremely long, which makes it seem pointless to maintain these positions if they’re unable to perform their basic duties — or is it simply a matter of too much work falling on “one person’s shoulders”?
And by the way — what kind of compensation is being offered to affected players?
5 Likes
“Hello, please restore the character Freakbarber#2201, FREAK, server KESOR. We really need it in the game for relic wars and many other activities.”
3 Likes
Blizzard always claimed, that its working as intended. But if data of one character are missing due to data migration, it simply does not work as intended. Blizzard, please do your job and fix this issue! Restore Freak immediately. Its your fault. So just simply do your job!
2 Likes
So yet there is another one with issue like that. Not the first person who can not see their main character, and for no reason really.
As the post says plenty of us are putting money in this game and to receive no support is a bit of a joke. Blizzard you can not be sending players in need from one department to another. Latest update came with so many bugs that almost every time i turn the game on, there is another small patch. Yet bugs are not fixed.
2 Likes
I used to have a similar problem and never received any help from the support. It is fixed now, but the ongoing issue with bugs after each update are starting to push players away from DI. I find it hard to believe a brandname that big is not able to actually fix the game once and for good.
2 Likes
Blizzard, fix the character bug of Freak, the inaction is unacceptable because he spent his time and money on it. If you do nothing, this says a lot about the reliability of your company.
1 Like
Reply from Blizzard " Specialist Game Master Chaneassan here today. Thank you for your patience while your ticket was waiting in queue.
I’m sorry to hear you were having an issue with this today. Taking a look into your situation this is a known issue that our developers are aware of. At the time of this response we don’t have a time frame currently for this fix, but this is being worked on.
Sweet words written just to silence the voices of the players. What good are they to me? My clan is falling apart because of this, people are leaving, and each day I grow weaker compared to the other clan leaders. I can’t help my clanmates in Helliquary raids, wars, or towers.
How does the company plan to fix this? Two years of my work are crumbling, and they say they “don’t have time for it right now.” Pathetic and disgraceful.
If Steam had taken over the game, they would’ve dealt with it immediately — but here, to Blizzard, the player is worth nothing. All they care about is the money flowing into their accounts.
They think that causing a problem like this can be solved with a generic apology and a few emblems.
Well, if they don’t have time to fix what they broke, then I have time to make sure the way they treat players gets attention — everywhere players spend time outside the game.
An immortal, clan leader, 12K reso. Can’t login!!
My toon is de-synced with the server and we have tried absolutely everything possible to re-sync the toon to the server.
My toon is invisible, my pet only visible. Stuck endlessly on loading screen at 100% when attempted to load. All other toons and other accounts work fine.
My toon leads top 3 clan of 100 active members. I am currently end of cycle immortal and it’s imperative I get back in to attend to clan matters.
This issue has happen before to another leader of our alliance and through an entire week of testing issues the de-sync to server issue was discovered. It can only be fixed through a dev re-syncing my UID to my server!!
My UID is : 175336011006
When I sent in a ticket they admitted it is the issue and they said they can’t help me and to send a bug report. I posted a bug report to no avail.
Please resync my toon back to server and solve this issue for myself and my clan.
1 Like
Good day FREAK,
Haven’t heard an update from you. I assume you are still stuck. We have a potential collective action I’d like you to try. I’m posting a worst case suggestion. You might be able to get away with just unequipping pet.
suggested corrective action
unable to join Sanctuary with a character
- Log in with a fresh install.
- While additional resources are pulling from server, start bugged character.
- Fully unequip everything from player. Equipment and pets
- Finish downloading resources.
The problem was that it wasn’t possible to access the character at all, so there was no way to unequip anything.
Today it turned out that my character has been restored—hopefully yours, Crustav, has been too.
We’ll see if Blizzard plans to do anything more about this or if, in their view, restoring the character means the issue is closed.
Thats good that you were able to get in. As to access…
Another user figured out that if you totally remove the game from your device, do a fresh install of the game, and try to join the game while downloading the additional resources, you could actually start in Wortham and remove the gear and pets.
I did reinstallation of the game, and it did nothing in this case. It is good that I have my character again, but I lost much during this time, and Blizz did nothing to repair those losts. No comment
When it comes to NetEase I feel it’s better to expect the worse so you can be surprised when they actually do something positive.
1 Like
I’m experiencing a similar issue.
I can log in with my battle.net account and access the character list only by clicking on the server name and opening the “My Heroes” tab, but when I try to enter the game with any character, it just sends me back to the start screen.
I also cannot create a new character or access any server at all, every attempt just loops back to the initial screen.
I’ve tried reinstalling, clearing cache, different devices, different os, different networks, and even had a friend log in with my account: same result.
This issue has been going on for almost a week now, and I’ve posted a bug report on the forums, but haven’t received any feedback so far.
Youdull honestly your best attempt.
On your device, hit repair client.
Before the additional assets completely download, join the game as your character.
You will get in once the required assets get downloaded.
Once you get in, remove all equipped gear and familiar. Equip your gear.
Play for a bit while resources download.
You may be okay. Ive heard this works, if heard people getting back in. If you have a support ticket they appear to be working them.