Friend can't log in/launch game

My friend tried the game for a good few hours last year and we are looking to get her back into it. We tried this previously but she couldn't log in and after a while we gave up.

We have managed to log in on her Square Enix account, and there I noticed her name was not the same as the Steam log in she is locked too, which doesn't seem to be linked to any of her emails.

We tried downloading the launcher off the website to log in with her Square account, but after the launcher was installed it will not open.
No error message, just asks if it can make changes to the PC and doesn't do anything.

Any help will be appreciated, we would like to get this sorted while she still has good wifi and can download the game.

Edit: Additional information
We stopped McAfee scanning but only after the installation was done.
We are OCE based
We downloaded the NA launcher? Would this cause issues?

Greetings and thank you for posting in the Final Fantasy XIV Technical Support Forums.

Unfortunately, the issue you are describing is something we are not able to assist with in the Technical Support Forums. If your friend's account is North American in region, we advise to contact the North American Support Center. This thread will be moved to the 'Separate Support Required’ subforum as contact with the Square Enix Support Center to resolve the issue.

This thread will be moved to ‘Separate Support Required’, thank you once again for visiting the Final Fantasy XIV Technical Support Forums!