How do you program combination code remotely?

I bought two locks and i can only program one of them the other will only work with my finger print. No one is ever available to help . this is so frustrating . I keep getting error codes

I purchased this product on their website and it wasn't specific if the product came with the bridge. I ordered both the item plus the wifi bridge. After receiving their product I found out it came with the wifi bridge and proceeded to ask for an RMA to return item. At first they tried to talk me out of returning the item and I explained to them I don't need an extra wifi bridge as it came already with one. It took me 2 weeks going back and forth and finally getting an RMA. I had to pay for the return shipping. I put the RMA outside the box and inside the box also. They did however state for me to give them the tracking number but I didn't read that part and I lost the receipt from the post office. I waited a month for their reply that the received the item. I emailed them and they claim they do not check their return items nor RMA in their warehouse unless they tell the warehouse to open that box and get then process the refund!! WHAT??? They do not check the items nor the RMA number in a list they receive?? What company does that??? SO i can get an RMA and put a brick in that box and I get my refund??? Are you kidding me?? I showed them receipt from my credit card showing payment to post office and now they claim they did not receive the item. They thought it was fishy of me getting an RMA and returning the item on the same day to the post office, really?? This company WILL NOT GET YOU ANY REFUND UNLESS THEY FEEL THAT YOU MADE ALL THE RIGHT PROCESS. I read people having issues with this company after purchasing this item from Amazon and WILL NOT GIVE ANY SUPPORT AT ALL UNLESS YOU BUY IT FROM THEIR WEBSITE. This is a good item if you can get a proper support from them. Emails from the take a day and their feedback next day.