Hi, I'm Nathan.Sorry to hear that you're having trouble, but I'll do my best to help you. Please give me a few moments to review your details here.
You can use the override key to open this, what you need to do is open the battery cover first.
At the lower left area of the keypad area is a small hole, use a pin/key to press in and slide it open to the right
then remove the battery pack and you'll see the override key slot for the skeleton type key.
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