Issue with dsarming panel, code not working

Whenever the system is armed with the app/website, the system is not allowing to disarm via the keypad. The keypad keeps showing “Enter code” even when entering the master code (or any user code)

The Master code is tied to the primary user code for your account. You may need to login to your account to verify that the codes are correct and match what is being used at the keypad. Keep in mind that the installer code will not disarm the panel.

To send new user codes to the panel, login to the website and navigate to the User page to check and see if the codes match. You can edit and save the user code(s) to send the user code to the panel. After that you will want to test that the code is working, any luck?