Hi there! My name is*****'ve had this same problem with my grandson before. We ended up having to restore the tablet to factory default. on his tablet, we had to press the power button and the volume up button located on the right side of the tablet to get to the option to reset to factory. The particular key combo and location of the buttons will vary depending upon the specific model of the tablet. Would you mind telling me the model number so I can provide instructions that are specific to his particular tablet?