I spoke with Terry and we got the issue resolved.

To explain the issue in more detail for anyone else who might experience this: this situation mostly applies to installers who are using the system for personal use or testing arming/disarming functionality.

In the system, there are PINs with associated authority levels—such as Installer, Master, and others. These authority levels are determined by the user groups. The Installer User Group is not configurable, and the Master User Group has only limited configuration options. A PIN’s capabilities are determined by the permissions defined in the user group it belongs to.

As a safety precaution, the Installer PIN cannot disarm a system that was armed by any other user. If the Installer arms the system, the Installer PIN can disarm it. However, if a different user arms the system, the Installer PIN cannot disarm it.

This can lead to some confusion, especially when using the “Single Key” arming option that does not require a PIN. In these cases, the system assumes a user armed it. This assumption applies to both the Keypad and Touch Screen, since anyone could walk up to these interfaces and arm the system. However, with the mobile app, the system knows whether the installer or a user is logged in, so it can attribute the arming action appropriately. Therefore, if the system is armed from the mobile app by the installer using single key, the Installer PIN can disarm it.

In this particular case, the system was armed from the Touch Screen, Keypad, or Keyfob remote (gets assigned to a USER)—so the Installer PIN was not permitted to disarm it.