No longer able to access character via loading bay launcher

[spiritwalker]

So I have been playing since day 1 and took a break the last couple of months. I tried signing in today using the launcher as I always do because that's how I signed into the game the first time. I was prompted to create a netease account which I did. But now in the launcher it shows me signed in as a guest account and character to be found but if I sign in through the website I can see my old account??

I tried contacting support on discord but they just keep saying contact support via the portal https://www.oncehuman.game/grfkpt/but the portal wants my server name and character name....but I can't access that info :(

Does anyone have any suggestions? I have over 100k Starchrome and tons of play time on that account I don't want to have to start over.