One a new account, it worked for me. Now this is an account registered for another DBG but never signed into EQ before so that may be what's needed. This time I had to create the character and enter the game before getting the option to upgrade from the character sheet. So, I think that makes three different ways I've upgraded a character or created one. An existing one from its character sheet, a new one when entering the game and the last a new one from its character sheet. Couldn't check out more due to constant disconnects. I assume there are so many entering the game or something since I get in but not quite in completely.