Pre-installed game removed

Hello,
My daughter received the Animal Crossing Switch Lite with the game pre-installed for Christmas.

Due to a mishap on my part, the game was deleted.

I thought I found it in the eShop, I downloaded it (which took hours) and when we clicked on the icon, it wouldn’t work saying "you must have the software to play."

I tried to contact Nintendo but received no response.

Do you have any idea?

Thank you in advance!

Delphine