Thank You! We just paid $275.00 to a locksmith to get us in. THOUSANDS of views means this is a known issue. This isn't a budget lockset. No mention about this issue or what to do on their useless support site. Avoiding EXACTLY THIS kind of failure was why we paid for a name brand.
I guess the spring on the servo with the notch in mine jumped out or something but it wasn't actuating enough to move the pin somehow. Anyway, got it fixed. Thanks!!