In order to upgrade to macOS Big Sur you need to have at least 45.5GBs of free space.
So you are going to offload a lot of files and folders you do not need on a daily basis to an external disk.
Open your Safari browser and click on the links below.
Please read this article, How to upgrade to macOS Big Sur - Apple Support
Although it is possible to upgrade directly to Big Sur I would recommend upgrading
to macOS High Sierra first and then Big Sur.
To upgrade to High Sierra click here, How to get old versions of macOS – Apple Support
go to Download OS and click on macOS High Sierra.
This will direct you to the App Store High Sierra download page it should say Get or Download.
Before upgrading make a full back up of your Mac.
Check that third party apps you use have updates available for the new OS.
https://roaringapps.com
Check that your printers/ scanners etc have updated drivers and software available for the new OS.
Connect your mac to your router via cable rather than rely on WiFi.
Do not use your mac while it is downloading
and do not use any other devices that share the same internet connection.
If the App Store says ‘Open’ then it is detecting a previous download of the install app
go to the Applications folder locate Install macOS ******.app.
Move it to the Trash, empty the Trash.
Restart, click on the link again, the App Store should say ‘Get' or 'Download'.
If you are considering upgrading to Catalina or Big Sur be warned they do not support 32bit apps.
Your Mac is probably running 32bit apps and these will need to be updated to 64bit apps,
some updates may be free, some may be paid. Use this app to discover which apps you have
are 32bit, https://www.stclairsoft.com/Go64/ then contact the developers of the software to see
if they are providing 64bit updates or alternatives.