I'm having the same issue. I purchased the game from Square's Store, and got my purchase confirmation e-mail almost instantly. Seven hours later I submitted a ticket to both Square's support and the store's support. Since then, I've got 2 separate e-mails from support stating:

Thank you for contacting the SQUARE ENIX Support Centre.

This email has been sent to notify you that your ticket was received properly. We appreciate your patience and apologize for the delay in responding to your ticket directly.

If your issue has already been resolved and you are no longer in need of support, the URL below will provide you with a "Cancel Ticket" option to close your open ticket.
I'm a 1.0 player and I only purchased the game again for the three early access days. Of which two have already passed... /sigh