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You are stuck in a dead lock. Next time that happens swap out the selectable hero. In this case, it would be Jilly the Tea Cup.

u/Chryztos Here is another bug for you to share with the team.

Thanks for pinging me on this! This bug is definitely on our radar, and are currently working on a fix for it. As far as we know, it only affects controller players on any console.

You can keep up with any updates on this bug through our Trello page.

https://trello.com/c/kWTh9ThC/1794-players-may-be-unable-to-swap-hero-loadouts-in-the-lobby-while-using-a-controller

-Aerox

I also got it on PC using a Xbox controller

Whoops, poor wording by me. I should say this issue occurs on all platforms, not just consoles.