My characters are gone! My account is missing! Why is it asking me to create a new account

This type of issues mostly happen because of the following reasons:

* Intermittent connection * Switching of accounts (Multiple Accounts) * Switching of server (PH to KR or vice versa)

All you have to do is to clear the cache and data of the game application via settings of your device then, logback in to the game. Choose your correct email and you're good to go.