Here's a link to the Kwikset 909-15 information page:
http://www.kwikset.com/Products/Details/Electronic-Locks/909-15-SMT.aspx
Following the link to the Installation Guide:
http://s7d5.scene7.com/is/content/BDHHI/kwikset-smartcode
On Page 8 starts the Frequently Asked Questions. Please pay close attention to the possibilities listed there--I think you'll find a solution to your problem there.
Customer Support: http://www.kwikset.com/Customer-Support/Contact-Us.aspx
Good luck!
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