iOS device not registering

So I've got a weird situation. We have one iOS (iphone 13 with 16.5) device only that is having issues completing the enrollment process.

download and sign into company portal

sign into the company portal

installed the management profile (confirmed)

device reports as not registered by company portal

the device not being registered is causing CA policies to fail for the device so the user can't setup their apps like outlook or teams.

I've also confirmed there isn't another management profile installed for another mdm.

I've walked the user through the enrollment process a few times, with and without the authenticator app installed and setup. the device doesn't show as registered in the authenticator app either. trying to register the device in authenticator just gives an generic error saying something went wrong.

I did come across something online about supervised devices in this state when the device id in azure ad is all zeros (https://learn.microsoft.com/en-us/mem/intune/apps/app-configuration-policies-use-ios#configure-the-company-portal-app-to-support-ios-and-ipados-devices-enrolled-with-automated-device-enrollment) however in this case the device id is populated.

I've re-enrolled one of my devices to walk through the setup process to make sure it's not something with the CA policies or something else. as far as I can tell this person is setup just like everyone else that is using mdm.

Hopefully someone has an idea, because i'm out of ideas on this.