Changing from eSIM to SIM during set-up

I think I made a mistake when assessing whether my mobile was compatible with eSIM. (Google AI said my phone model was eSIM compatible. I also typed #06# into the phone as instructed and magically some numbers appeared so I think I assumed that was the EID numbers. There might have been another check when setting up the app or account as well, I forget. However, seems those numbers were IMEI numbers which are I suppose different. Also looking more closely at the Google response it seems my phone is only eSIM compatible in some regions, so presumably not here).

I set up the account for eSIM and the app is trying to get me to start eSIM activation but I have not been able to do that. When trying to do so, found there are 2 IMEI SIMs available. After getting stuck, I managed to get my Smarty account to send a physical SIM card in the meantime, which arrived. I entered the serial number into my account on the web page. However, the app is still trying to get me to set up eSIM. I logged out and back in, same thing. Uninstalled, reinstalled app, same thing. Restarted phone, same. Put the SIM card in anyway, same thing.

What can I do? Do I need to cancel my subscription and set up again from scratch with a new SIM? Can this be sorted out by Smarty tech support based on this information?

In the meantime I started the process of transferring my old phone number to this new account, and Smarty has managed to shut down my old SIM card while not being able to use a new one.

Suggestion to Smarty - I think the instructions for assessing whether a phone is eSIM need to be clearer and failsafe for people who are not mobile phone professionals (i.e. essentially already completely familiar with how to do it) to understand. Ideally not make it not so critical to get right in the first place.