PROBLEM TRADE

Good morning, I'm not able to make trade exchanges correctly. Whenever I try to connect my account, it doesn't work and on the official website it says that I have a level 57 witch connected, but when I send whispers or try to send a direct message to a player, it says that the character doesn't exist. I really want to make trades with other players, after all, I have the resources to do so, but this situation is leaving me at an impasse. Could we resolve this somehow? (I apologize for my English, as it's not that good.)