Alright, so this is a bit of a tricky situation.
My buddy has recently gotten a ps4, and traded in his ps3 when he did. Now he wants to get back into ffxiv while the getting is good, but the problem is that, without his old ps3 and the free transfer campaign having ended, I decided to lend him a hand.

I still have my ps3, and used it to access his own account. From here, I got the launcher, updated it, and I have access to his characters, but the Transfer PS3 -> PS4 button on the bottom of the launcher page doesn't list his old characters to upload or transfer.

Mind, I have gone out of my way and bought ARR for him on ps4 now. He can log in, but it's asking him to pick a product after signing in on his account. Of course, the only option is the ps4 version, but he's not choosing it yet because part of it says that if he selects it, he won't be able to transfer characters over to the ps4 version.

So my questions right now are:

Why aren't his characters appearing in the upload and transfer list from the Transfer PS3 -> PS4 button on the launcher?

Will he be able to transfer his characters over from PS3 to PS4 or will he have to start from scratch?

What have I done wrong?