What is the model of the kindle please?
okay, try each one of these steps>
To unlock and reset your Kindle, Paperwhite or Fire:
1. On a Kindle Fire (any model) attempt to enter a password—any string of characters will do—five times in a row. After the fifth failed attempt, you’ll be prompted to reset the Fire without having to go through the menus as described above.
2. On a regular Kindle, Kindle Touch or Paperwhite, reset your Kindle by entering “111222777″ as the parental controls / screen lock password.
Now the device is unlocked, but it’s also been cleared of all the content you’ve downloaded to it and it’s been totally disconnected from your Amazon account, so you’ll need to go through the set-up screens to re-register it and then re-download whatever content you’d like to have on it again.
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Thank you very much!
With Manage Your Device, you can manage your Fire tablet or phone remotely.These features may be useful if you have lost or misplaced your device.
Manage Your Device is currently supported on Fire tablets (running Fire OS 3.2.5 or later) and Fire phone.