Race change error. Please help!

Okay, so i tried to change my characters race, Violetluv, and i went to go put in my credit card information. When i put the information in, it gave me an error message. When i went to go try the process again it said i was ineligible. I emailed tech and they said it was just processing, but that isn't the case because when i went to log on, an error message came up saying something along the lines of unable to log in until character update process that you have initiated is complete. There is no race change icon next to my character either.

If you can help please do i would really appreciate it.

Thanks!