Try sending an email to email@example.com or if you don't get a reply from them in a week,
Not sure which one it is though. Just tell them what happens when you try to load your character Hom Choi.
What actually happens Hom? Does it crash before it loads the game or character?
Have you tried reinstalling?
Is your computer slow?
"Sometimes you gotta run before you can walk." - Tony Stark, Iron Man.