Salesforce CRM - connector and trial env issues

We've deployed Copilot for Sales following the steps in the deployment guide https://learn.microsoft.com/en-us/microsoft-sales-copilot/deploy-viva-sales-sf for a customer but they're unable to sign in.

Issue 1: the Microsoft Power Platform connector is not showing up in Salesforce CRM under 'Connected apps' or 'Connected apps OAuth usage'. Salesforce support is of no help and keep pointing to Microsoft for this, even though I suspect that this should be a default connector that should be visible in the Salesforce Environment?

Issue 2: When they open outlook and try to sign in through copilot for sales, the sign in keeps loading without showing an error on the front-end. When we open up the console on the page, the below error shows: 

The trial environment creation is blocked. Step 7 of the deployment guide says that any user can trigger the creation of the msdyn_viva environent and the tenant creation restriction is bypassed:

We've gone ahead and enabled the setting trial environment creation for all users in the power platform admin center anyway but this does not solve the issue.

worth mentioning:

• Both users that tried to sign in have the Copilot for Sales license
• Both users are Salesforce CRM admins.
• They have plenty of dataverse database storage available to create a new environment

any help would be greatly appreciated.