When you enter master code 1 # then 9#, the keypad screen shows it's in the right mode? Some times the clients code is not the master code so can not add remotes?
Could be a number of issues. Assume battery is in the correct way? Try another new battery? Does the red led on the radio receiver flash when the remote is pressed?
Possibly may need to delete all users from 9 - 16 and confirm both remotes not working, then add them in again, 1 to user 9 and 1 to user 10.
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