The thread you are responding to is over 2 years old. We ask that if you are experiencing an issue and cannot find a current active thread to post in, to create a new post with the details of the issue.
As for your current issue, there is a situation we are aware of when a character leaves the game (crash, disconnection, logout etc…) while still on the starting boat in the new player experience. This will desync the character’s in game location. Typically you can use the character stuck service on the website to move the character but in the case of the new player zone, it doesn’t typically work.
In those cases the only solution is to delete the character and remake. Once created you must stay logged into the character until you finish the boat section. (Takes a couple of minutes) and once you reach land you should be safe to login and out normally.)
If you find yourself consistently getting disconnected or crashing, then that is a different issue (the character getting stuck simply a side effect) and I would make a new post with those details and include system information requested in this pinned post.