The lock is working correctly but the security card is not programmed to grant access. Consult the audit trail to check.
Yes, part of the card’s memory is left free so third parties can use it for their needs, for example POS, domotics, etc.
You can get a copy from CISA if you show your owner’s card.
You can use the user card in the emergency card kit which the CISA engineer left with you when he installed the system and create a new user card. Always remember to put the emergency user card back in the kit afterwards.