Race change service not working

[Drazz]

I purchased a race change for my character and have the star next to its name, but when I select the character it just logs me in to the game as normal and zones me into my last location, with no option to change race or appearance.

[Uroah]

Speak to the NPC Ancestry Moogle and change your character's appearance as desired.

The Ancestry Moogle can be found in the following locations:

Port San d'Oria (J-10) / Port Bastok (J-12) / Windurst Walls (C-13)

[Alhanelem]

I purchased a race change for my character and have the star next to its name, but when I select the character it just logs me in to the game as normal and zones me into my last location, with no option to change race or appearance.
This proceedure is carried out in-game, not at character select.