Smart Lock PIN Pad disarm the alarm for my system, glitched in the system

Simplisafe Smark Lock pinpad  disarmed my system, usually it should not as it is just Lock Pinpad not the Keypad which is inside my home. However, when I unlock the smart lock using the phone app, the system does not disarm.

My kids have custom PINs to unlock the lock. Accordingly, we need to ensure that the system arm each time the lock is unlocked using the PIN pad. 

Could the tech team look into this issue on an urgent basis and provide a resolution? It is difficult to understand the design choice of disarming the system via the lock PIN pad.

Your prompt attention to this matter would be greatly appreciated. SimpliSafe addressing this issue as soon as possible would mean a lot.

Thanks,