I submitted a support ticket, but have also seen folks have luck with a request in this forum. I *think* most of my hero levels are what they were when I last played in 2019, but I have almost no items. I know for a fact my heroes all had decent armor loadouts when I stopped playing.
Steam profile: https://steamcommunity.com/profiles/76561197972419540/
Last played 2019 on a different PC. Installed via Steam and logged on to almost no items.