He means get an alarm engineer to help, (approved lol) as you say occupational hazard , but sometimes leads to problems you can't normally solve
So if it's an engineer reset then you are stuck , it may require code reset reprogramme and so on
Thing is if you have it fixed then you should also charge the customer for its reset , as you only want someone to clear tamper and put it back how it was , customer might get cheeky and say we will use it then
As above its an expander issue so you havnt worked it out correctly , opening more covers on an old systay make matters worse