Unable to connect to my high-level characters on PS5 (Failed to Connect to Instance)

I recently had a hardware failure on my PC, so in order to keep playing Path of Exile 2, I purchased the game again on PlayStation 5. However, I am completely unable to play my high-level characters. Every time I try, I receive the error “Failed to connect to instance”, no matter how many times I attempt.



Here are the steps I have already tried without success:

Video troubleshooting

https://youtu.be/2JlcDIdJm5o?si=yASR1QV_ryPyO--n

Changing the game server/realm
Entering through hideout
Using a different internet connection
Switching from Wi-Fi to wired connection
Reinstalling the game
Restarting the console


None of these attempts worked. I am very upset, as I feel blocked from accessing the characters I invested so much time into, and feel like buying the game again was worthless. I am able to login through low level/initial area characters though. I have no idea what is causing this, as I was able to progress my character in the free weekend we had before.



Could you please help me resolve this issue, or advise on what steps I should take next? I am sure nothing on my end is causing this, the PS5 can play any games online without issues, my PSN account is up to date, my internet connection is fine and I tested with a different provider as you can see in the video.



Thank you very much for your attention and support.

I had the same issue : this worked for me : Switch to a standard hideout (not mtx, supporter pack etc) with a low level character - log out and try to log in with you high level.