Possible issues:
1) Not aligned into plastic cam.
Verify that the small post on the back of the thumbturn is properly inserted into the cam on the base plate. Each piece has mating flat spots that should be aligned.
2) Broken wire.
Remove the thumbturn assembly and verify that there is not a visible broken wire. We do not sell replacement parts for this lock.
3) Dead battery.
On the keypad, enter a valid code to verify the lock responds properly with a green light. If not, the battery might need replacing.
INFORMATION PROVIDED THROUGH THIS SITE IS PROVIDED TO YOU AS IS WITHOUT ANY EXPRESS REPRESENTATIONS OR WARRANTIES OF ANY KIND, AND WE MAKE NO REPRESENTATION OR WARRANTY THAT THIS SITE(OR ANY INFORMATION PROVIDED IN RESPONSE TO YOUR INQUIRY), WILL BE ACCURATE, COMPLETE, OR ERROR-FREE.
YOU AGREE THAT YOU MUST EVALUATE ALL INFORMATION AND RESPONSES, AND THAT YOU BEAR ALL RISKS ASSOCIATED WITH, THE USE OF THIS SITE, INCLUDING ANY RELIANCE ON THE ACCURACY,COMPLETENESS, OR USEFULNESS OF ANY INFORMATION OR MATERIALS MADE AVAILABLE THROUGH THIS SITE.