Keep private codes private
You can explain the problem without putting a PIN in a website form. Note the keypad model, when the issue started and any recent equipment changes.
Match the keypad to the opener
A replacement needs to work with your opener’s control system. Discuss compatibility, installation location and which features you need before choosing hardware.
Plan access for the household
Say whether you need to replace a failing keypad, update access after a move, or add a new entry option. Those are different service requests.