Greetings acemlc,

If I may ask, is the trouble you are having similar to the one in the thread below?
http://forum.square-enix.com/ffxiv/threads/70374

In this thread, there are photos of every step and it sounds similar to the issue you are having.
We have already accepted this issue and our development team is going to investigate it.
I hope this helps. I look forward to hearing back from you soon. Thank you!

Regards,
Xetyline