Customer is having trouble performing a factory reset on their phone.

The code is star-pound, star-pound. Which one I have to do? Star-pound, star-pound in the phone like you're supposed to make in a phone call, okay?

Okay. Now I have factory settings. Okay, go where it says Q... You'll see QC and QA. Go to QA, please.

Now go all the way to the end, and you will find an option that says Factory Data Reset. Aging test, test. Aging test, test result. And right beneath that, Factory Data Reset.

On the Fig phone, you have to dial this code that I'm going to give you right now. It's a code. It's a code that you dial on the Fig phone as a phone number. Okay. So, this is going to be star pound, star pound.

Once in settings, you need to go to system. Once you're in system, go to reset options. And over there press erase all data.

Okay, let me know when you're ready. I'll help you right now.

If you try to call him, if he's not picking up, you have to send us, we only can do it in the U.S.

Okay, what is the phone number? I will call him for you, I will tell him to call you, okay?

Please, once this is done, test the phone thoroughly and then if it's still not working, let me know right now or let me know once you test it and if it's still not working, you have to come to the store, okay?

Yes, when it turns on, the phone will take a few minutes to turn off and turn on. And once that's done, test the phone, make sure it works. If it doesn't work, come to the store.

If you don't see Factory Data Reset over there, again, that means that your phone has an app locked, okay? The vendor blocked an app for you, and he has to do it for you. He has to unlock it. He has to make the factory reset. We cannot help you.

Unfortunately-speak, we won't be able to help you with that. It's not that I do not want to, it's that I can't, okay? So you have to reach the vendor, and you have to ask them to please unlock the phone for you or unlock the app so you can make the factory reset, okay? Your phone has an extra layer of security.

I am so sorry for that, but yeah, we only can do it in the United States.