Check the same account and the same server before assuming progress was lost. The official FAQ says servers have independent data, and PS5 assigns the server from the PSN account region.
In this guide
Record the last place the character was visible
Before starting again, write down the platform, login method, chosen server and character name from your last successful session. Keep screenshots private if they contain account identifiers. A new tutorial screen is a symptom to investigate, not evidence that the original character was erased.
Compare that record with the current login. Change one variable at a time and stop before creating or linking another identity if you are unsure which character it will own.
Match server as well as account
Cross-platform continuity applies within a server; a different server has independent progress. PS5 region assignment means that a matching email alone may not be enough to locate the same character.
Use the official PSN-region table linked in the FAQ for your registered region. Physical location, current travel location and VPN exit country are not substitutes for that account-region rule.
References: Official preload FAQ · 14 September 2026
Check the login button you actually used
For test reward cases, the September 15 notice distinguishes direct email/code login from third-party sign-in. Record the actual method, not just the address displayed by your provider.
If the correct live character is still accessible on the original device, retain that access while support investigates the second platform. Do not unlink the working account simply to see whether another login starts working.
References: Official test reward and login notice · 15 September 2026
When to stop and request account help
If matching the documented server and intended identity still does not show the character, ask support to investigate. Include the last successful platform and time, current platform, server, error or unexpected screen, and whether the original device still works.
Do not promise yourself a cross-server transfer or account merge: these are not established by the shared-progress rule. If you are preparing for mobile, use the launch checklist below before first sign-in.
References: Official launch and support notice · 16 September 2026
Sources & reference notes
Reviewed 2026-09-20. These references describe the scope of this record; details can change.
- Official preload FAQ · 14 September 2026
- Official test reward and login notice · 15 September 2026
- Official launch and support notice · 16 September 2026