Game crash at character selection

HI,
me and my husband sharing one ps5pro console, i got my account on PoE2 and he got one too, but from yestarday he cant log in into his account, when he trying he got immidietly game crash n CE 108255-1 fail, he even cant do new character .I have spoken with ps5 support guy, we tried everything, system reebot, safe mode, reinstall game, clearing catche n rebuild data,nothing seems to work.
Weird is that when we switch account on ps5pro i can play without problems.
We have check on another ps5 console - it was the same thing,i could log in n ply he cannot.I saw some post on internet that ppl have mention he can have something like "corrupted character" n they propose that we should contact u guys.
What else we can do about this?Can u please check or help?