I just got off the phone with customer service they had me factory reset the firestick remote by holding the return arrow the menu button and the left side of the move wheel for 15 seconds, then had me unplug my firestick and take out the remote batteries for 1 minute, Plug in my firestick and when it booted up put the batteries back in and push no buttons for a minute, then hold the home button for 20 seconds I saw blue leds when it was successfully paired. Hopefully this will help someone else who is having the same issue.