Security Keypad Not Working

I have a keypad that stopped working last night and went offline at 12:16 AM. It said in the app to plug it in to charge the battery (the battery is nearly full) or move it closer to the base station but neither worked. This morning I retried the connection but the app said something went wrong. I also tried reconfiguring it but the app again said something went wrong. After a couple of attempts I got it removed from the app but it won't reconnect. I won't have time to call until later this evening, but any thoughts on what happened?