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All poken friends dissapearing when removing default friends

Reporting this issue on behalf of one of our Japanese users:

After activating my poken I hi-foured several people. When creating my account I noticed 5 "default" friends showing up in the time line and contact list.

When trying to remove these 5 also my other friends suddenly disappeared from the time line.

I tried resetting the poken device but seem unable to do so. Could you please explain how to do a full factory-reset?
 
sad I’m confused
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