Unable to use characters created on Android/Mobile in Win10.

It seems when I create a character on my android, the same character does not work in Windows 10 and vice versa. I cannot confirm if the same issue occurs in other platforms such as IOS since I do not have the app there.

See attached screenshot for what the error looks like.

I have checked around online and I do not see anything that relates to this issue, sorry in advance if it has been reported already.