Why won't my phone let me hardware reset it?

[AC Question]

Hi, I have a ZTE ZMAX phone and once I try to turn it on it gets stuck on the T Mobile logo screen and won't allow for me to access my phone. I've tried to hardware reset it but the reboot menu doesn't pop up. What does this mean? Can anyone help!!??

 

[B. Diddy]

Welcome to Android Central! Is this how you're trying to do the reset?

https://www.youtube.com/watch?v=HSh03MklnHc