Char is gone need help asap, vip player

[Noeka7]

My char Noeka on server 2 Warlord's Haven is gone. When i log in i dont see my char but have to start a new hero?
I am a vip4 player have diamonds on that server and just bought wings on my lvl 40 hunter. I played Shadowbound for a while to kill time before wb loa would start (shadowbound i played for the fisrt time) when i logged back into LoA it gave me the new hero, new game screen??? Where is my char pls help me, what happend?

NOEKA S202 WARLORD'S HAVEN LVL 49

[Noeka7]

via facebook a guildie told me what to do. It happend to her too after one of your updates. I went to the main page -> Play now button and manually filled in my server and account name. I am back in the game with my old char very relieved but with a huge scare .... why this happens? Cant you do something about it cause it realy gives ya big scare not good!!