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Thanks for the idea, but it hasn't worked.
SE have finally got back to me, but have told me my version is a Steam version, which is funny, considering I don't log onto Steam to play it and never have. Will fill you in as I find out more re: my case.
At least they're trying to figure it out on a Sunday, 2 days late, and with 2 days left of pre release...
I've decided to just bite the bullet and reinstall through Steam and purchase HW through Steam and get the refund. It all seems odd considering I never played through Steam, and a little inconvenient, but it will get resolved today at least.
I have the same problem and I purchased it directly from Square Enix......The inability to reach customer service is extremely frustrating. I wanna play this damn game
EDIT- I finally figured it out.....they added another button to the MOG station....so instead of pushing the big one that draws your attention, look through the other buttons.
Check if your account is Steam. I have since uninstalled and reinstalled through Steam and rebought Heavensward through Steam. Now installing Heavensward (which is taking longer than it did to d/l on Friday lol)
The key has worked too, so Heavensward will be available after this reinstall. It's long-winded, and I'll have to chase SE Europe for the initial refund, but it'll all work out in the end.
It could also have been easier, had SE informed people who initially had FFXIV:RR outside of Steam, that their Heavensward addition would have to be bought through Steam IF their account was registered as Steam anyway, but the delay of half the Pre release is bearable >_>
All I can inform is that you check if your account is a (Steam) account on the initial Account Page on mogstation btw. This should make the answer annoyingly obvious ♥