You may be asked by support to send your device's event logs for in-depth troubleshooting.
On your device, open the PingID application.
Tap the settings wheel and then tap Send Logs. You will see a confirmation message telling you that the logs have been sent to customer support successfully.
If you are asked to supply your PingID support ID, you will find it in your PingID app settings
iOS: Tap, Settings > PingID App > Support ID