account issue, character disappear and unable to create new one

[salvather]

Hey I have not got on game for month
now I found that my game character missing, and I cannot create new one.
basically, I cannot do anything now with this account except stare at the starting screen

[salvather]

and is there a way to reset this account? I don't need the old character I just want to be able to play. could not find information on website.