Stuck in co op on same console after chaos Trials

I've been playing for as long as this game came out and our characters just got stuck here. I can't do anything, logout and back in, same place. I don't see my characters and I can only roll. Nothing else available. Log out and back in alone is fine but I can't seem to have the second character be able to login after me. Can we only login together at the same time? That's something that needs to be changed. It would have saved us here. So what happens now? We just move on and forget about the hundreds of hours spent building these 2 characters? That sucks!

Of course, no one will answer this.
Well... I'll go back to playing Diablo I guess.

EDIT: The picture doesn't seem to show in Safari.
https://www.dropbox.com/scl/fi/ctrv47shiq7oh27k3vstt/IMG_3045.jpeg?rlkey=br22m0rox6ht0ppn7g4ei1k8y&dl=0