All characters missing?

synfoola

Friends of mine were thinking of hopping back into NW to see if improvements were made. One of them logged into his HoTN account with 5 characters and none of them showed up on his character screen. Needless to say, he's pretty unmotivated to come back now. Any ideas as to how this could've happened, gang? He'd been gone for well over a month before coming back to this.