How to force a smartphone to update?

How come two Nokia 9 phones have the same model, phone service provider and location, but one of them insists there were no updates (neither security nor Android itself which should be 10, not 9, by now) after 2019? You can see Nokia had many security updates after 2019 . Neither taking out the sim card nor a factory reset helped with this. P.S. This phone is part of the Android One program, so it's even more concerning.