The character section is missing

Hi, I at one point lost the section with characters, I tried to create new accounts, it seemed to help at first, but on the second visit to the site, the section with characters again disappeared, I tried to make several accounts and try to see what will be on them,but unfortunately they had the same problem, I tried doing it on another phone, and there was no character section, I tried resetting the phone to factory settings, but that didn't help either, I don't know what to do, but anyway, your service is great, and the characters are great.