If you’ve been playing the Mass Effect series since the first game and are about to jump into the third game, you might want to start working on a new Shepard.

VentureBeat is reporting that players have found themselves unable to import their custom character faces into Mass Effect 3 if they have been playing since Mass Effect 1 on the Xbox 360.

EA seems to think it’s a problem with save data that is on their cloud service. That seems to not be the case as many users are having the same problems when their save data that was never on the cloud.

Funny enough, the problem is affecting those players who have switched from the Xbox 360 to the PC version throughout their time playing it. The game used a multiple digit code to load up a player’s custom character in each game. It seems that these codes are not working if the character was created in Mass Effect and carried over to Mass Effect 2.

Twitter seems pretty broken up over the news with a few players even saying they won’t play the game until its fixed.