@mezzodiva I’ve notified the support dept that you’re still waiting for a reply. Just to make sure- please confirm that you have tried these steps:
Turn off the phone.
For about 15 seconds, press and hold Volume Up + Power button simultaneously.
Then let it enter Recovery Mode.
Next, choose Wipe data/factory reset.
Once that’s done, select Reboot system now.
Just keep in mind, as the name suggests, everything will be erased.
