We apologize for any inconvenience you have faced in regards to your inquiry. This is a known issue and it has been escalated internally for further investigation.
This seems to be caused by having open character spaces on your Xenoverse 1 save file on top of your pre-existing characters (ex: Having slots 1 and 2 empty and having a character in Slot 3 and lower) and the current workaround for this is to create characters in those open slots. Please create additional characters on your Xenoverse 1 save file and try this again (You will need to delete the Xenoverse 2 save file and start again to upload your Hero from Xenoverse 1). If your Xenoverse 1 save file is on PS3/Xbox 360, you will need to upload your save file again.
**The user who originally reported this informed us that they initially had one character (in slot 3) only and made characters in slot 1 and 2 for the workaround. After this point, that end user was able to get their character to show up properly in Xenoverse 2.