Sounds like possible distance or battery level concern. Our best recommendation given the information you’ve provided would be to leave it plugged in for a charge and also bring it closer to the Base Station. Once you feel it is sufficiently charged, please remove the Keypad from zwave by following these steps:
1) Visit your ‘Devices’ in the Ring App
2) Tap Alarm Base Station
3) Tap the device that you want to remove (Keypad)
4) Tap cog wheel in top right corner
5) Tap ‘Remove Device’
6) Tap ‘Remove’ and when app says “Listening for device,” hold the “1" key for 5 seconds
Once completed, attempt a new setup on the keypad. If issues persist, please reach out to our support who will be happy provide more in depth information pertaining to your specific scenario.