Probably on a champ list screen that is already pre-auto-filtered, such as when selecting champs for a quest that has champ requirements (by Star, Saga, or Class, or limited pool), or for using SigStones or Awakening, where it won't show you ones you can’t use the item for, or Incursions Saga (don’t think we’re here yet for that case).
I remember correctly that I already got it, but now the hero is not the hero I already got (he is below/colorless/not yet obtained). How do I get a support ticket?
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what star is it? and screenshot you champs and the filter