Can not add missing characters/toons

Can not add toons 12+ to list to optimize. Two are shown and if you click on their name i am not given a way to add missing names. I have done this for years and cant figure what has happen or what is the next step. Presently in shadowlands on Oather a bm hunter on aerie peak and have no idea as to what gear to use. Any help is appreciated.

I’m not sure I totally understand the issue. Are you using the in-game addon to load your character?