Ok I have not used online backup but if the below FAQs do not help post back with your SR job number they gave you when You asked re the issue and I will flag teh question up the line
I haven't looked at the links that Peacekeeper posted, but this is how you access your back ups via the web: Go to http://home.mcafee.com. Log into your account. Click on the "My Account" tab near the top of the page. Scroll down and click on the "My Products" tab. The list of products should include "McAfee Online Backup." In the column headed "Action," you should see a link that says "Web Restore." That should take you to a page that lists your computer. In the column called "Restore Files," click "Web Restore." You can restore from that page.
Hope this helps.