You could try the hard reset yourself. A HARD reset should work by just using the hardware buttons. :
1. Starting with the Kindle Fire off, press and hold “Volume Down” and “Power” simultaneously. The Amazon system recovery screen should appear.
2. Use the volume buttons to toggle the selection to “wipe data/factory reset“.
3. Press the “Power” button to choose the selection..
4. Use the volume buttons to toggle the selection to “Yes — delete all user data“.
5. Press “Power“.
https://www.technipages.com/soft-hard-reset-kindle-fire
If that wasn't the right device, search for hard reset.