New software install forces new account creation; how do I get my existing characters

[Saccharin]

Actually that is the issue - when logged in, it is asking to make a separate account, but there is no choice to go to normal account. We have reached out to support, they treated it as a password reset - but responded and are hoping for a reply.

Sounds like support are the only one who can help so let's hope you get a GM who knows what they are doing.