Did you sign up for it? If not, the instructions on how to do that are in this F.A.Q., as it's not something that automatically enabled even if you are a gold/lts member.
any chance you have an updated Arc page. I only ask because when you get to the character transfer page, it directs you to arc, so you can't copy a character to do much anything else other than go to that link, log in, and get directed to arc again. Rather frustrating actually that their is no way to cancel the transfer to arc, or that when it does transfer you it doesn't give you the same page you were on just under arcs site.
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www.arcgames.com/en/my/character/copy/sto