From the sounds of it, you may have installed your lock backward.
Things to be aware of:
1. The lock must be installed with the deadbolt extended (Locked).
2. Your thumb-turn must be vertical (facing straight up) when the deadbolt is extended.
3. If your thumb-turn is not vertical, it means you have installed the Torque blade incorrectly. The torque blade must be installed vertically as well.
4. When installing the batteries, only put in 3 batteries at first and then hold down the Program button while inserting the last battery. You may let go once all 4 batteries are inserted.
For detailed instructions on how to install the lock, please watch our helpful instruction video below: