Just received my Keypad... and of course it doesn't pair with my lock.. help?

So excited to receive my keypad. Opened it up and immediately tried to pair it with my lock… and 10 attempts later it hasn’t happened. Keeps saying no connection. I checked my lock and gateway and they are both connected with decent wifi strength… so I’m not sure why this isn’t working…

any suggestions?

EDIT: lock firmware version app verision 2.9.70