This solution from support worked for me! Very pleased to share it with all of you:
-
While the device is powered on, Press the Power button to bring up the Power
Menu. -
From the Power Menu, tap the Restart option.
-
While the device restarts, immediately begin holding the Volume Up button
until the device boots to a screen with the Bugdroid Android Mascot visible
in the center of the screen with an “!” icon above the image. Note that when
done correctly, the device will pause on this screen, awaiting further user
input and will not continue into the normal boot process. -
Once on the above screen, press and hold the Power button and tap the Volume
Up button once to proceed into the Android Recovery Menu. -
On the Android Recovery Menu, press the Volume Up/Down keys to change the
highlighted selection to “Wipe data/factory reset” -
After highlighting “Wipe data/factory reset” tap the Power button once to
confirm the selection. -
On the “Wipe all user data?” screen tap the Volume Down button once to
highlight “Factory data reset” and tap the Power button to confirm the
selection.