I agree! I got very lucky that I had the right rep on chat with me to fix the fidelity issue. Most of the other reps were useless and uneducated about how the product works. I would recommend getting a chat session with them and have them log into your computer and walk you through this issue. Hopefully you can find the right rep. I had to disconnect and reconnect the account, then merge the 2 (old and new). For a paid product, their support is terrible.