That is correct, please follow the instructions for the version of Mac OS (it seems Mojave or Catalina) and please follow them. After reading the instructions on how to upgrade the version of Mac OS you want on your system and you still have a problem then let us know.
Note: If you happen to be running any third party antivirus, cleaning or ANY other third party maintenance apps that could be one source of your problem.
If you continue to have a problem, the next step would be to do a Safe Mode Restart and then re-attempt to download and install Mac OS.
If you still have a problem after doing a Safe Mode Restart then my suggestion would be for you to post an EtreCheck report of your system see we can look it over to see if there are issues that may be causing your problem. If we get to that point we will be happy to provide you instructions on getting EtreCheck and how to post the report.