cant commit race change icecrown

Hi, bought a character, after that i bought a faction change but its not letting me complete as shown in the image, opened a ticket but may get a quicker response here.
https://gyazo.com/57a11486574aa467994568d1c5088782

try changing the look of the character, i can't remember specifics but some of the WOD models will stop you from doing the change.