Just got off the phone with support!
1. battery must be fully charged first.
2. power on the device.
3. locate and hold the volume down button while using a safety pin
press and hold the reset in until it starts booting, release the reset
button and hold the volume down button for 10 seconds then release.
4. if you are not prompted to factory restore, repeat step 3 but this time
hold volume button for 15 seconds after booting.
when you get to the restore prompt you must use the volume + or -
to navigate and the power button to select. hope this helps!