(Note: The below steps apply to Cloud Sync only. If you use WiFi Sync and have issues with that then the below steps will not help, so please submit a support case and we will help ASAP - you can do so via the links at the bottom of this article)
First, try locking the SplashID Safe app, exiting, then relaunching and logging in. If that doesn't help, make sure your email address matches on the SplashID Safe client app and the Web app.
Is your data good in the Cloud? You can check by logging into the Web app:
(using your computer web browser such as Safari on Mac, MS IE/MS Edge on Windows PC, or Chrome, Firefox, Opera/etc)
If it is good, then all we need to do is clear the local data from the app and login again. Here's how to do it on the platforms that may need it:
Windows: Settings --> Account Settings --> Logout (then confirm)
Mac: File menu --> Logout (then confirm -- please wait 10 seconds after completing the logout before trying to run the app again)
Android: Delete and reinstall mobile app from Google Play Store
iPhone & iPad: Delete and reinstall mobile from iOS App Store
Once you clear the data / reinstall just login using the same SplashID Safe email address and it will pull the good data from the Cloud and Cloud Sync should then work fine.
If the above steps do not solve your Cloud Sync issues and/or you have any other questions, please contact our tech support HERE or email us to one of our contact email addresses HERE and we will assist you as soon as possible.