Onboarding of a device into Google Zero Touch - Supplier issue

Hello Community,

I hope you’re all doing well.

Our company is using Google Zero‑Touch in combination with Microsoft Intune for managing Android Enterprise devices.

One of our suppliers has informed us that they are unable to add a device we previously purchased from them to our Zero‑Touch portal. They can only add devices from new or future orders. They suggested that we contact Android Zero‑Touch support regarding this issue.

This seems unusual, as other suppliers have been able to add devices from past orders without any problems.

Has anyone experienced this before, or can offer guidance?

Thank you,
Nihad