cannot log into my character saying need to create new character

[R2121097053]

tried logging into my character on shadowy vale where i have a character named magespell but when i click on server shadowy vale it does not show my characters name magespell but says i have to create a new character i have opened a ticket to support to see what they say about it but had no reply does anyone know a solution on how to fix this problem pls

[EsmeWeatherwax]

Please triple check if you are logged into the right account. Accounts aren't deleted unless they follow some very strict rules during a merge. One of which is being under level 12, so I doubt that applies to your character.