Upgrade did not work
You can peruse this section of the Knowledge Base for helpful tips:
https://help.guildwars2.com/forums/22305203-Buying-and-Upgrading-the-Game
If you continue to have issue, you can contact the CS Team via the ‘Submit a Request’ link on the same page.
Good luck.
See responses in that other thread for the answer.
There’s something charming about rangers.