transfer to another accountFollow

i need a little help. i want to transfer one of my characters to a different account on the same server. when i go to the transfer page i get this message-
Your account validation failed. Please contact our Customer Service Department if you have any questions.-
i just bought the second account and i purchase the ROK expac again. im not sure how come i get this message when i can sign into it just fine but there are no characters on it yet. anione have help pointer?

There are several reasons that the validation can fail, the only way to find out is to call.