The only thing I can think of that would cause this by design is the following scenario.

You have registered the base game and all expansions on platform A.
You have registered only the base game on platform B.
You have leveled beyond the level cap of the base game on platform A.
You have logged out of platform A and logged in on platform B.

However, recent changes have made "the base game" include Heavensward and a Lv60 cap, so this must not be your issue.
(I know, this isn't your problem, but in the future someone might search and find this thread because they are having this problem, and they will see this.)


You should visit the in-game bugs forum and post there. Make sure you read the sticky thread and follow the instructions there to the letter. They are notoriously dismissive of reports that do not conform to those instructions.