Interestingly, it did show up in their Outlook Online / on-prem webmail however.
This pinpointed it to probably being their Office 2016 KMS licence key from the previous install. A check of the current licences a user had looked like:
"c:\windows\system32\cscript.exe "C:\Program Files (x86)\Microsoft Office\Office16\ospp.vbs" /dstatus"
---Processing--------------------------Hmmm, an old licence in there. Not sure why it would cause issues, but it's not the one they should have for O365. So, delete the licences with this command, using the last 5 characters of installed product key from the above command:
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PRODUCT ID: xxxxx-xxxxx-xxxxx-xxxxx
SKU ID: d450596f-894d-49e0-966a-fd39ed4c4c64
LICENSE NAME: Office 16, Office16ProPlusVL_KMS_Client edition
LICENSE DESCRIPTION: Office 16, VOLUME_KMSCLIENT channel
BETA EXPIRATION: 1/01/1601
LICENSE STATUS: ---LICENSED---
REMAINING GRACE: 178 days (257459 minute(s) before expiring)
Last 5 characters of installed product key: abcde
Activation Type Configuration: ALL
KMS machine name from DNS: x.x.x.x:1688
Activation Interval: 120 minutes
Renewal Interval: 10080 minutes
KMS host caching: Enabled
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---Exiting-----------------------------
"c:\windows\system32\cscript.exe "C:\Program Files (x86)\Microsoft Office\Office16\ospp.vbs" /unpkey:abcde"Restart Outlook and provided the user has a proper E3 / E5 licence, Online Archive should be visible.