I would call their customer service, they are really good. There is a way to do a hard reset, but I can't recall how to do and don't want to give you bad info. Go to the Apple website and you can get the customer service number there. I had an iPod Touch that I thought was totally wasted and almost threw it out-I was calling them about some other issue and mentioned my Touch and he told me how to do the reset and it was fixed. Give them a call.