I run Norton Identity Safe on my desktop computer, laptop and smartphone. I use the IDS on my smartphone several times per day and create all my new logins there. It has been syncing fine or so I thought. I was making sure I had a backup on my laptop of my vault so went into the export and sent it to .dat file and then to a csv file for review. The csv file only had 50 logins so I checked my smartphone and it had 71 logins. I clicked on the sync button and it said there was a problem with sync and to logout and log back in. I did this and still had the sync problem. I could not find a backup or export in the settings so I opened a chat. They told me to uninstall and reinstall. I asked if I would lose any data since I had 71 logins on my mobile and only 50 on my laptop and the problem was that I could not sync on my mobile device. They assured me that I would not lose any data. I did the uninstall and reinstall and lost all the new logins (21) that I had created since the last sync. I am sitting here on hold for level 2 agent now for many minutes (over 30 so far). The last agent told me that I could not create logins on mobile app, that I had to do it on computer, but I have been adding logins on mobile app since I installed it a year ago. I almost never create on the computer because the mobile app was syncing to the cloud and I could get them if needed on computer. I am very disappointed in the lack of knowledge with the chat agents. To summarize, 1) you will lose all data not synced to the cloud if you uninstall and reinstall Norton Identity Safe on a mobile device, 2) if you open a live chat, you will get asked to uninstall and reinstall (sounds like Windows help desk), 3) so called experts don't know how the mobile app works and give out misinformation, 4) never let a clueless agent remote connect, they wanted to connect to my computer, not my smartphone, supposedly to fix my problem on my phone, but my phone is not connected to my computer, 4) you can ask for call back rather than remote connect but you will get put on indefinite hold, 5) the agent that told me he could call me and transfer me to level 2 support said he would transfer me, not send me to hold, did not even mention being on hold. I expected a connection to a live person directly, not a hold queue designed to get folks to hang up. If I knew back at the beginning what I know now, I might have selected a different password vault, If I knew that I would lose data when uninstalling and reinstalling, I would have opened the mobile app and at least written down my logins not on the cloud (or taken screen shots or something) before I uninstalled and reinstalled. I was thinking of all the friends, family and clients that I have recommended Norton Identity Safe to along with years of using the Symantec/Norton products, both at work and at home. Perhaps a mass email detailing my problems would warn them. I need to do some research to determine a suitable replacement password vault, just as well change the antivirus and other security at the same time. It may be a time for change, there are many choices now compared with just a few years ago. The solution I need right now is, how to I retrieve and restore the file that had my 71 logins on my mobile device? (based on the fact that I have 50 logins on my smartphone now, I would guess my sync is working for the moment) The solution I need after that is, what can I do when the sync stops working next time to fix the problem without losing data?