Many thanks for your answer, Rongway.
I just got the support answer to my ticket, and they said the same answer. I have to create 2 new chars and start again as level 1.
Will the retainers that I am paying for be still available to my new chars?
I shall be installing a faster and larger C/: hard drive in three weeks and must reinstall Windows 11 again and all the games and programmes that I need, so I shall have to wait a while before starting FFXIV.
Nonetheless, thank you