Server Transfer issues

My boyfriend and I agreed to transfer servers from Hyperion to Brynhildr. I was able to transfer my character first just fine with no problems... my character is successfully on Brynhildr. My boyfriend's character, however, will not transfer and I have no idea why. Is there something small I am missing? I went down the list on the Mog Station website:

・You must be the owner of the Square Enix account using this service. - Yes

・You must have an active service account for FINAL FANTASY XIV: A Realm Reborn. - Yes

・You must be logged out of the game. - Yes

・Your character cannot be enlisted in a free company, holding a free company petition, signed to a free company petition, or applying to join a free company. - Nope, he never got involved in any.. unless he accidentally signed a petition, but he hasn't logged in regularly for a few months, until yesterday

・Your character cannot have items for sale on the market. - I tried to fire all of his retainers, so no

・Your character cannot have items entrusted to the Calamity Salvager NPC. - It's empty

・Your character must rehire any retainers carried over from Version 1.0. - Done, and then they were fired (see above)

・Your character must be logged out outside of any instanced areas. - He is in North Shroud

・Your character must not be logged out in a residential area. - Nope (see above)

・You must agree to the terms listed in this guideline. - Of course

So now I am just annoyed that I paid to transfer my character but for some reason we can't move his... what else could I be missing? I even tried small things like clearing out his mail entirely and emptying his journal. He has only 25k gil, and I even tried making a dummy character on Brynhildr yesterday so that that server shows up on his account.

EDIT: I should also add: we are on separate accounts, and I have the option to transfer one of his other characters without issues. It's just his main character causing problems.