Trouble with setting new pin code on device

[Windows Server]

One of our user's got a new company laptop. and its all set up and good to go, but whenever she tries to login, it asks her to set up a pin code. the trouble we are getting is, when we try to do that, it asks for a code that will be sent via text to her number. the text never arrives. so we have to cancel, which temporarily lets us skip this step. I've tried checking the number in her account in security settings, but it wouldnt let us view it, as it once again, tries to send a text message that we never get. If I try to manually go to settings to set a pin code, it sends a text that never arr

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