Hi there,
We are investigating this issue and are looking to get some more information to help us find the cause. Please head over to this centralized thread and share your device and account information: https://us.forums.blizzard.com/en/diablo-immortal/t/character-rolled-back-by-20-minutes-after-crashing-inside-elder-rift-lost-all-the-gems-drops-and-crests-returned-to-bag
We’re especially interested in your User ID, Server and the Time at which this took place.
We’re going to close this thread so that we can keep the conversation and information in a centralized place.