Well, if you're missing your characters and you don't know why then follow this simple guide.
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1. Goto http://support.crypticstudios.com
2. Log in with your account.
3. Click the button that says "GET HELP >"
4. Submit a ticket.
5. The Champions Online team should then respond, then your problem should be fixed.

I made this guide because my friend and his sister lost their characters.