The characters I unlock are gone

I won the game twice both times I did not unlock the Mul-t appearance, but that was not the biggest problem, I unlocked the Captain but the next day he was blocked, I made the ending again and then I did the missions mercenary and artifice later I closed the game and went to play another one, I enter the game again after a while and the captain, mercenary and artifice was blocked, which I find strange because I have the achievement of having unlocked them, I got one support ticket but if I know how to solve it I appreciate it