New sim

I am just posting here in the hope that someone can help. 
joined smarty about 10 days ago. Asked for an eSIM at first then when I realised the device I tried to use it in was t supported I requested a SIM card. 

that SIM card has been stuck at the same place in the Amazon network for 5 days.  I have hit the ‘my sim has not arrived’ button in smarty and that just seems to be a support black hole, as I get guided to hit the ‘my sim has not arrived’ button which just loops me back to the same help page. So there is no way for me to request a new sim, no way for me to speak to anyone, and no way to submit a support request.  Just stuck. 

any help or suggestions would be appreciated.