Keypads that are not a 2GIG TS1 have an option to enable or disable a setting called RF Keypad Emergency Keys. With this setting disabled, panics from that keypad do not forward to the monitoring station. If the account previously had a keypad and is now switching to a TS1, it is possible that the slot the keypad was in still has these keys disabled.

On a TS1, this setting is enabled by default and cannot be changed through the panel UI. If a keypad is enrolled in the panel that is not a TS1, or if the wrong keypad type is selected when attempting to enroll the TS1, then the RF Keypad Emergency Keys setting can be turned off.  

Once this setting is changed, it does not automatically reset when a TS1 is enrolled in that same slot.

How to resolve: 

Delete the TS1, and install it in another keypad slot to see if the panics are able to forward to the monitoring station.

If installing the TS1 to another keypad slot does not resolve the behavior:  

1. Delete the TS1.
2. Enter programming (Q04) for that keypad number.
3. Select Other 0000 as the keypad type.
4. Set RF Keypad Emergency Keys to On.
5. Save and exit.
6. Now the TS1 should be able to be enrolled in that same slot, and it should forward alarms.