There are 2 possible causes for this. Both have easy resolutions.
To differentiate between the 2 causes you first need to verify if you are able to DISARM the M1 from eKeypad. Do not assume that if you are unable to ARM then you must also be unable to DISARM. It is possible to do one and not the other. To perform the test ARM the M1 using a physical Elk keypad then attempt to disarm it in eKeypad.
1. If you are able to DISARM the Elk, then the issue is the "Access" checkbox on the user code details screen in eKeypad. This checkbox must be unchecked.
2. If you are unable to DISARM the Elk, the the issue is in the configuration details for the M1 in eKeypad. Specifically the "User Code" field is no longer valid. This field should be the 4 or 6 digit code you use to arm/disarm your panel. It is important that each user put their own code in their mobile device. If you have a device shared my multiple people email eKeypad support for more detailed help.
Keep in mind that you may be affected by both issues. Once you identify and resolve one issue it is advisable to perform the test a second time.
If you run into any issues in eKeypad please reach out to use. We will be happy to help you get things resolved quickly. You can reach us directly from within the application on the Config -> Support screen or through a form on our web site.