The screws are potentially not aligned with the threaded holes of the keypad assembly.
Hold the thumbturn slightly away from the door. This should help you to visually install the first screw into a threaded mounting hole in the keypad assembly. Once the first screw is started, repeat the process for the second screw. Once both screws are started, they can be tightened securely.
Its also possible the screw holes on the keypad portion were not mortised properly, if this is the case, the lock would need to be returned to the retailer or replaced under warranty. Please contact us at 888-805-9837 or email [email protected] for assistance.
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