My char has stopped moving

Good night,
I do not know what happened today, but my char has stopped moving, I left her in the collection area, when I went to Flaris she did not move, reloguei, closed the game, but to no avail if you have any tips I appreciate it.

Thank you

Try delete the Neuz.exe then re-patch.

Contact a staff available to unfreeze you when you're online.

This occurs when your character accidentally or intentionally get disconnected or teleported while you are collecting in the collecting field.
Make sure to stop collecting first before you proceed to your next activity.

So I talked to a GM who is online he told me to post the problem on the forum but I will try to delete the Neuz and login again to see what happens.