I have had to get a new computer, and after reinstalling wizard 101, have big issues with the game not loading up properly. Things like my character being the correct level, but clothing wrong, and pets and mounts not visible. Is taking a long long time to load up, also. Any help is desperately needed, as i have become addicted to the game! Cheers, Sylvia.
The answer you seek is in the FAQ section of the message boards.
https://www.wizard101.com/posts/list/28845.ftl If you log in to Wizard101 on a different computer, or after reinstalling Wizard101, your characters will appear on the classroom screen in their starting outfits.
Don't panic, your characters are still wearing their higher level gear, but you need to re-download all the clothing items. Once you log in and start exploring the worlds, you'll notice the downloading icon in the upper left of your screen. Once you have downloaded the clothing and other equipment, it will update your look.
If you want the prize, you have to build the ladder rung by rung. There are no shortcuts.
