I called them today because I get the same error, "Loading" for hours and days. No way to access all my files and they are ONLY on LiveKive as my laptop crashed. I'm trying to retrieve with no success. The phone number gets you a real person but they don't know how to fix the problem so they escalated it to another dept. Now, I'm waiting for up to 48 hours for a return phone call. At least I got a real person, now praying for the phone call and a resolution.