hi Patty,
what you want to do is hold the reset button for about 30 sec, you should see the lights change ( all come on briefly ).
If the devices is part of a managed service, and has been locked down, the only way to factory reset is with the admin password.
Did you purchase it new? if so, you might try taking it back to your place of purchase.
You can also try using the ivr to reset.
hit **** - you should hear the ivr intro
type 73738 (spell reset)
hit 1 to approve
if that asks for the admin password, then you need the password.
Hope that helps,
-Dan
