Capping at level 5

I have owned/played Kerrigan for years and have played her to Prestige 4 with – yet she is now capped at level 5 with no way of moving forward- same with Artanis- what gives?

I opened a new thread yesterday having the same thing with my Karax being cap while I already level 16 on that hero having 2 prestige. It seems like no one is answering anyone regarding this.

Edit - There’s thread here. I suggest you reply to that - > Lvl 5 co-op commanders