Here is how you do a full reset:
1. Go to Application Manager on your device.
2. Look for ping, go to Storage.
3. Clear data and clear cache until all values are zero.
4. Click uninstall.
5. Do a full phone restart. *VERY IMPORTANT*
6. Go to https://play.google.com/store/apps/details?id=com.messageloud and reinstall ping.
7. Set it up as before.
You should be good to go!
Let us know if we can help you further in any way - email support@pingLOUD.com.