Cannot see custom matches and matchmaking disabled

Hi everyone! My partner and I recently downloaded Age of Empires 4 to play together; however, his game is running into matchmaking issues.

My games can see custom games and I can queue into PvP matches. His game is unable to - he sees no games in custom matches and when he queues for any type of multiplayer content he gets a “matchmaking disabled” message. We’ve tried uninstalling and reinstalling, restarting computer, making sure AoE4 bypasses Windows Firewall, and we’re at a loss. We’re unsure where to go from here.

Has anyone else run into this issue and able to help?