Q: The keypad couldn't connect work on my MacBook Pro and MacBook Air. Any suggestion?

A:1, Could you please help to check if the battery is out of power? Because the low battery will affect the performance.

2, Is it possible for you to try this keypad with your other device (smartphone or tablet) to check if it could work properly?

3, If you have fully charged the keypad, could you please pair the keypad to the Mac again as the following steps? ( Please make sure your other device's Bluetooth is turned off. And also turn off the Bluetooth of the device-MacBook Pro/air which you need to pair the keypad, and then turn on the MacBook Pro/air Bluetooth again. )
1) Switch the ON/OFF button to power the keypad,
2) Press the 34 keys Bluetooth pairing key for 3 seconds until the LED light twinkles,
3) Go to system preferences>Select device>Add a device.   

Please note, due to Mac OS being special and unique, for the first time to connect, it may take a few minutes, but after the first time successful use of pairing, then when you use it again on your Mac OS, you DON'T need to press the 34 keys pairing button again, just turn on the power switch, then it will connect to your Mac within 5 seconds. If you press the pairing button, it'll take 3-5 minutes to re-pair.

Could you please have a try again?

If it still couldn't work properly, I am very sorry that you may have received a defective keypad. For this issue, May I send you a new replacement? Or may I offer a full refund to you? ( Without needing to return the keypad ). Please kindly let me know what do you think? Or which solution do you prefer?

And please tell me your order number and shipping address. I will make a full refund or send you a new replacement once I get your email confirmation.
Sincerely sorry for all the inconvenience and I am looking forward to your reply again.

Best Regards,
Susan