Sorry you're having trouble! What kind of device are you playing on? And does the issue happen when you start character customization, or at a specific part in the process? Hopefully we can help resolve that, and thanks for playing!
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Playing on pc, it seemed to happened when I when to either the hair section or clothing. I restarted my pc and freed up some storage space which seems to have fixed the issue. It only froze again the first two times but the third time it didn't so for now everything is alright. (To be clear this only happened in the customization at the beginning, I don't know if it freezes up at the later parts where you can change styles since I haven't reached them at the moment)