According to what my friend said is that his account (including his characters, items, processing quests etc.)has been disappeared so that he has to start all over again. Help him out to find his account back.
It is bot a ban topic. It happened all of sudden. Please help us
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Nothing can be done without knowing you're friend's profile name. That being said, accounts can't be reset. Is he using cross save, by any chance.
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Your friend needs to make the post himself so a check can be made.