Character Transfer - Help

I have done this before, and I always hit a snag somewhere and can't figure out what I'm doing wrong. I'm trying to transfer characters to another sign-on. I've given the characters passwords, but I can never come to the screen where I get a command that says "transfer character" or I get that option. What am I doing wrong? Does anyone recall off-hand? Thanks a lot!               -docriley (The Shoe Guy)