Here's what you can try when this issue happens:
Device A = Your device
Device B = Your friend's device
1. On Device A, log out of your friend's Ignite account, exit the game and kill the App completely.
2. On Device B, log onto your friend's Ignite account.
3. Verify your friend can access his Immortalis character on Device B.
4. On Device A, relaunch the game, and log in with your Ignite account.
5. Check to see if you have access to your Immortalis character again.
If the above doesn't work, please send an email to firstname.lastname@example.org
so we can look into it further. Thanks!