New 2nd gen keypad doesn't work

I just received my new 2nd generation 8 piece Ring Alarm package. I have been able to setup each device easily, except the Keypad. First question, is this the "proper" (only) way to contact Ring Support? If not, how can I create a Support Ticket? Symptoms: When setting up the keypad it never attempts to communicate with the base no matter how many times I plug and un-plug it. I "think" it's getting power, but it doesn't respond in any way like the instructions indicate - doesn't try to communicate with base, and doesn't reset? I have attached it's power cord to a completely different device and the cord seems to supply power just fine, so that would rule out a faulty power supply. I have tried the factory reset - holding down 10 seconds with tiny reset key. Nothing happens. It never flashes red like the instructions say. In fact I can't feel any "button", it just feels like a tiny wire going into a tiny hole and bottoms out on something - nothing feels like it's being depressed. Any help would be appreciated!