Back from a long break , account doesn't exist anymore ?

Soul Shriven
Hi , really lucky to have the forum account work , i almost lost all hope
i bought the game in 2015 , ps4 hardcopy the explorers pack , i stopped playing last year , last time i checked i had at least 3 characters which one of them i used for 3 years , i tried to login yesterday in ps4 and i cant find any of them , i created a new account and that as well doesn't give me the choices i had before such as playing any race in any alliance , i even try to login with my id to the website its as if my account doesn't exist anymore , can you help me please restoring this information ?, its very sad i had this . character for almost 4 years now or so i dont understand why my account is deleted or such ...

all the best .
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