Is Dashlane down or not working today?

You can't log in and don't know the cause

• Check the email address for typos and extra spaces: it must be the one you used to create your account, not just your contact email.
• Enter your Master Password and select the Show icon (an eye) to check for typos or extra spaces.

First login on a new device or browser

Dashlane needs to authenticate the device and sends a verification code or token to your email or mobile device.

• Enter the verification code Dashlane sends you.

It may be this device or browser

• Try all the computers, mobile devices and browsers you use: you might still be logged in on one of them.
• In a new browser, install the extension and try logging in.

If you get in on another device or browser, save your data to a secure DASH file immediately: you won't lose it if you later reset your account.

'The extension is taking too long to respond'

• Update your browser, then reset or reinstall the extension.

Business users: you're a member of a professional plan

If the plan is frozen, you can't log in until the admin unfreezes it.

• Check with your plan admin whether the plan has been frozen.

Nothing above helps

• Update your browser, or uninstall then reinstall Dashlane on the device with the problem; try to log in after each step.

If that does not work: Select Chat in the bottom right of Dashlane's help page.

You hope Dashlane can send or reset your Master Password

Dashlane never stores or shares your Master Password, so it can't tell you what it is, and there is no traditional 'reset password' process.

• Use one of the recovery options below if you turned one on before forgetting it.

You set up an account recovery key

• Provide your saved recovery key, complete the identity verification step and change your Master Password.

Conditions: Only one key is active at a time, and each key can be used only once.

You turned on biometrics and Biometric recovery in the mobile app

• Reset your Master Password with your fingerprint or face (also available on the Dashlane macOS app).

You're on a professional plan with admin-assisted recovery

• Send a request to your admin; after approval you reset your Master Password without losing data.

Conditions: It only works if it was turned on before you forgot your Master Password.

You were sent to the Help Center after selecting 'Forgot password'

You haven't generated an account recovery key, so that option can't give you back access.

• Try the other recovery options, and every device where you may still be logged in.

You forgot your Master Password and lost your recovery key

You can't recover your account and the items in your vault unless another recovery option is turned on.

• Check whether Biometric recovery is on in your mobile app, or admin-assisted recovery if you're on a professional plan.

No recovery method was ever set up

The only option is a full account reset, to create a new Master Password.

• Before resetting, go through Dashlane's login troubleshooting steps to be sure you've tried everything.

Resetting your Dashlane account deletes all items saved in your vault.

You log in with single sign-on (SSO) on a Business plan

Admin-assisted recovery isn't available to Business or Business Plus members using SSO: you use your regular work password instead of a Master Password.

• If you don't know whether you have SSO, ask your manager or plan admin.

Autofill doesn't work on your computer

• Install the latest version of the Dashlane browser extension for the browser you're using.
• Log in: the Dashlane D is dark green (dark gray in Safari) when you're logged in, orange (light gray in Safari) when you're not; if not, select it and select Log in.

Data shows on some devices but not on others

• Back up first: export your data to an encrypted DASH file.
• Make sure you're logged in with the same Dashlane account on all devices.
• Update Dashlane to the latest version.
• Log out and log back in on each device where your data looks out of date.

With a passwordless account, be sure you're logged in on another device or have your account recovery key before you log out.

You lost the phone you use for 2-factor authentication

• Use your recovery codes to log in and turn off 2FA, in the Dashlane web version.

Conditions: Recovery codes can only be used in the Dashlane web version. On a professional plan, your admin can generate new recovery codes.