If you are new to Overwatch game series but recently bought both OW2 and OW1then you should get all characters and the various cosmetics. However, you may encounter that when you log in, your heroes are locked as if you had a new account. This is a bug, which is usually quite simple to fix.
This bug should be fixed quite easily by restarting the game, although that may involve waiting in the queue again. This is the solution recommended by Blizzard support, posted on the official Overwatch 2 forum.
Sometimes a bug can be linked to the game's servers having problems and not to the player directly. You can keep informed about the status of the servers:
Go to the official Overwatch 2 forum to look for announcements about server issues
Check out the official Overwatch 2 Twitter account, which regularly provides information.
Look on Downdetector to find out if the problem is yours or if many people have reported problems at the same time.
If the problem persists, you can also try reinstalling the game.
If none of the above solutions have worked, your last resort will usually be to contact support directly. A trained person should then tell you what to do to solve your bug.
Finally, sometimes the best solution is just to wait for the bug to be fixed by Blizzard. As they are actively working on fixing the various bugs related to the release of Overwatch 2.