"Your device isn't compatible with this version" error on Google Play

Hello everyone.
I’ve developed a game for android and published it on Google Play. I’ve set the minimum sdk version to 26 and target sdk to 31.
I got a report from a user using android 9 (API version 28) that they get an error on Google Play saying “Your device isn’t compatible with this version”
I also sent them an apk of the game to see if they could use that, but the apk wouldn’t install on their device.
Anyone has a clue what I may be missing?

Which version of engine did you use to package it ?

Hi there @KayaDevEG, hope you’re well!

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Thanks and happy developing!