I went theough something similar in technical difficulties as a 'new player'- through the squareenix store!
It turned out the provided downlad link was of a version that had a bug that did not prompt a patch update (Mac version March2016)- instead of replacing their store-bought link with the proper version. I had to run through hoops to get customer service to provide me one.
To my knowledge this was NEVER fixed and the same patch-bug version is still the official download. My complaint did nothing to change this.