Help?

Brand new Canyon Spectral:ON CF7 and I’m hoping someone here has seen this before.

I can’t get the front wheel to tighten properly. Even with the thru-axle tightened, the wheel still has side-to-side play. It feels like there’s extra space between the hub and the fork.

I took it to a local bike shop, and they couldn’t figure it out either. Their best guess is that the bike is missing a spacer or some other part that should have come installed, but nothing like that was included in the box or mentioned in the setup instructions.

I’ve spent days troubleshooting and trying to reach Canyon support. I’ve called, emailed, and used the chat, but still haven’t been able to get in touch with anyone.

Has anyone seen this before or know what might be missing? Photos attached.

I’d really appreciate any ideas before I end up boxing the bike back up and returning it.

Thank you in advance