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Correct, but to be completely clear, you must "Connect to the Dragon Age Servers" in the main screen, before you start a new game. Then after you've run the traps on your Inquisitor's sex, race and class, you'll be asked if you want to import a "Custom World State." If you say "Yes" then the date and timestamp of the World State you saved ("exported") in the Keep will appear and allow you to select it. Then you will be given a final opportunity to confirm everything one last time, and then you will go through a short cutscene and into the Character Creator.
If for some reason it goes straight to the Character Creator without offering you the option of selecting a Custom World State, it means that you missed a step somewhere along the way.
I only make all this clear because it's easy to miss a step. Done it many times myself!
If you have VPN switch it off. That sorted my problem.