Missing character after server disconnection

Hello, I have been referred to this specific "In-Game Bugs Report" by an in-game GM to report my missing character due to a server/game disconnection. I was logged in and playing today on my character "Kilala Ninetails" at approximately 3:20pm when I was suddenly disconnected, when I restarted the game my character Kilala was missing. I did not delete my character, this was due to the game disconnecting. I had the same issue happen in the past and after speaking to the customer service on the phone, the forums, the GM's, they instructed me to buy a security token because they believed my account may have been hacked. I purchased and have been using the security token now for approximately 6 months and haven't had a problem until now. Now that my character is missing, the GM informed me that my "one-time character fix due to deletion" has been used, but I did not delete my character, this was a game bug or malfunction due to disconnection. I did not and will never delete my character, even if I was to unsubscribe I would not delete the character myself, I would leave it there to possibly subscribe in the future. Can you please fix/re-instate my character as soon as possible, I am a longtime subscriber and play everyday, I look forward to playing as soon as possible. Thank you very much for your time and understanding.

Kilala Ninetales (character)
Diabolos (server)

Have you checked your data center ? Perhaps switched for some reason ?

To change your data center: Login to the game and select "Data Center" under "Start" and select the one that is applicable for your server.

I changed mine before by accident and kinda freaked because I thought I lost my character too. Hopefully this is the case for you as well ?

yes i have :(

can someone please help? mew

can someone please help? mew

Im having this same issue

Is it invisible? Are you in the wrong world? My world crashed and it was invisible for a while. Came back but still can't long on :/

i cant see her what so ever mew mew. been a week now :(wahts freaks me out is this has happened b4. also i couldn't log in to my email or anything i had 2 reset a few pswrds.

I have spoken to the Supervisor GM and they said that they will not restore my character! This is the second time this has happened where the server has crashed and my character has gone missing, they told me that people are entitled to only one character restoration, even though it was due to the game itself and they will not restore it. Absolutely ridiculous, a year worth of playing, countless hours and money (monthly fees) wasted, only for the game itself to screw me over. Many others, including my husband are unsubscribing and cancelling their collectors edition Heavensward pre-orders. BEWARE: SquareEnix does not care about your character or accounts, only that you continue paying your monthly fees. Even if they choose to fix my character, after this point I will never resubscribe or play another FF MMO. I will try my best to make others aware of this and encourage them to put their time/efforts/money into a game that appreciates it's paying customers.