Can't perform a factory reset on home assistant green

Installation
1

I have tried multiple times to do a factory reset on my HA green. But it always fails. Just gotta to the login page .Any help would be much appreciated.I submitted a ticket on Nabu Casa website but all I got back was a link to come on here

2

Did you follow the steps in
https://support.nabucasa.com/hc/en-us/articles/25161225495837-Resetting-Home-Assistant-Green?

I was once able to do it this way. Import part seems to be, that your Green was really shut down before powering up again.

3

I am the same it fails every time

4

It will reinstall home assistant but not all of it. The settings are missing which makes it useless

5

Is your issue resolved? You marked a solution which marks the post as solved. If your issue is not resolved, remove the solution check to leave the post open.

If it is unresolved, can you post a screen shot of where you see the settings missing?