Pvz GW2

I’m having an issue with a profile saying that the file is damaged and cannot be loaded. Another profile on the same console is working fine. We are devastated due to having all the characters and heaps of customizations and hours beyond hours of play. I have tried clearing cache, rebuilding database, deleting and re downloading the game, checking licenses are restored and looking for previous saves of the file but none can be found. I want to fix this asap being that this is primarily my son’s profile, we play together often on mine and his account. My son will be utterly devastated. Please can some one help me fix this asap.