Djangodisey

Hello I submitted a ticket and the reason for it is that my character is stuck on the cloud, my level is 131i have completed all the bosses in alpha I have ascended also I've located all the explorer notes. I have over 1200 hours played I have all the PlayStation 5 trophies. This is the second ticket I made and I got told they couldn't help me. Back in Ark Survival Evolved they would send an arkiteck and he would help you with the character. What happened with that? I need a solution also I have bought the Bob's Tale pack and I haven't enjoyed it because my character is lost in the cloud this is so frustrating.