So, this is the situation.
A friend of mine had a nearly lvl 60 char, and he decided to change his computer. When he did that, and he tried to install neverwinter again, the game told him to introduce a "unique code". He used the one that he used the other time but the game didnt allowed him to use that code so he received another one.
When he did that and he entered the game with his account, he had no chars.
The name of the account is "kevinloko2" and inside the game he uses
@aquetemeto
Im the one posting because he doesnt know how to speak english, sorry If I wrote incorrectly.