The following are potential reasons for why you cannot locate a Hero you've obtained.
1. You moved the Hero to your reserves.
2. You're not seeing the Hero on the Edit Teams screen because there are too many.
3. You did not get a Hero, you got a Combat Manual.
Please confirm the status of the Hero you obtained using the following steps.
■ How to check your reserves
・ Tap Allies on the Home screen, then tap Manage Barracks, then open the Manage Groups menu.
・ Search for the Hero's name using the filter feature.
Note: The filter will only apply to the currently displayed barracks. Please search in each of the other reserve barracks (1-10) and your man barracks as well.
■ How to check your Edit Teams screen
・ Tap Allies on the Home screen, then tap Edit Teams.
・ Search for the Hero's name using the filter feature.
・ Sort by Obtained on the Edit Teams screen.
・ Turn off the feature on the Edit Teams screen that prioritizes displaying Heroes by favorites and sort by Obtained.
Notes:
・ The feature that prioritizes displaying Heroes by favorites is indicated by the heart-shaped icon on the left side of the Edit Teams screen.
・ Your favorited Heroes will display at the top of your Hero list when the feature that prioritizes displaying them is turned on, so you may miss the Hero you're looking for.
■ How to check your Combat Manuals
・ Tap Allies on the Home screen, then tap Manage Barracks, then open the Your Manuals menu.
・ Sort by the rarity and weapon type of the Hero in question.
Note: Because you cannot use the Obtained option with the sort feature on the Your Manuals menu, please sort by the weapon type or rarity of the Hero.
If the above does not resolve your issue, please contact Customer Support via the Inquiries form at the bottom of the page and share the following information.
1. The month or day when you obtained the Hero.
2. The month or day when you realized you couldn't locate the Hero.
3. The details of the steps you tried to confirm your issue (Example: I checked Edit Teams, Reserves, and other screens).
4. The name of the Hero in question.