How to get support if you don't have a character?

[LiadansWhisper]

Have you tried the Square Enix customer service e-mail?

Have you also tried disabling any firewall/anti-virus that might be running when patching?

Not sure about the first (I left a message asking him), but as to the second, could you provide an email address that he can send to? The only "email" I know of is a form through the support site. But the support site is requiring him to have a character to log in.