1. Make sure you enter the correct email address for your Dashlane account. Even when you change your contact email, you must still log in with the email address you used to create the account.
2. Check the email address for typos and extra spaces.
3. Enter your Master Password, select the Show icon, shown as an eye, and check for typos or extra spaces. Select the icon again to hide your Master Password.

If you're using a device with Dashlane for the first time, you'll need to authenticate the device, so we know it belongs to you.
Use Dashlane on a new device

When you're checking your email and password, remember these things:

• Sometimes, customers create multiple Dashlane accounts with different email addresses. Make sure you're using the correct address to log in.
• Your contact email can be different than the email address you use to log in. Make sure you log in with the email address you used to create your account.
• Customers can change their Master Password. Try to remember if you've changed your password recently.

• Make sure you're logging in with your new email address. If you log in to your Dashlane account with a Master Password and aren’t part of a professional plan, you can change your login email address in the web app. Admins of professional plans in which plan members log in with a Master Password can change the login email for any plan member.

  Change the email address I use to log in to Dashlane
  Change the login email address for your professional plan members

The device or browser you're using can cause login problems. Also, you might still be logged in to Dashlane on another device or browser.

Check whether you can access Dashlane on another device or browser:

• Try all the computers and mobile devices that you use
• Try every browser on your computer or mobile device

• In a new browser, install the extension, and try logging in

  Install the Dashlane browser extension

Important: If you can access Dashlane on another device or browser, save your data to a secure DASH file immediately. Then you won't lose your data if you reset your account.
Back up your data with a DASH file

You might have a temporary problem with the app or browser you're using with Dashlane. Before resetting your account, we recommend trying these possible solutions.

Make sure you have the most recent version of your browser:

Google Chrome  |  Microsoft Edge  |  Firefox  |  Safari

Clear cache, cookies, and browsing history in your browser:

Google Chrome  |  Microsoft Edge  |  Firefox  |  Safari

After each step, try to log in to Dashlane again.

If you've set up Dashlane's account recovery key and forgotten your Master Password, you can regain access to your Dashlane account without losing any of your data. You'll provide your saved recovery key, complete an identity verification step, change your Master Password, and recover your account.

You may have only one active key at a time, and you can use each key only once.

Dashlane's account recovery key

Check if you previously turned on biometrics and Biometric recovery in the mobile app. Then you can reset your Master Password using your fingerprint or face. Resetting your Master Password with biometrics is also available on the Dashlane macOS app.

Master Password reset on Android
Master Password reset on iOS
Master Password reset on the macOS app

Admin-assisted recovery is available to members of professional plans. With admin-assisted recovery, you can make a request to your admin and, after approval, reset your Master Password without sharing or losing any personal data. To use admin-assisted recovery, you have to turn it on or activate it when prompted before you forget your Master Password.

How to turn on admin-assisted account recovery for members of professional plans
For admins: Manage admin-assisted recovery

You need to have the Dashlane browser extension installed and then log out of the extension to be able to reset your account.

Install the Dashlane browser extension

1. Go to the account reset page

   To access the reset page, you need to be logged out of the Dashlane browser extension in that browser.

2. Enter the email address you use to log in to Dashlane.

3. A new tab opens to perform a security check, which helps prevent phishing. This security check ensures that only genuine requests reach our system, so attackers can’t fake the process or trick you into logging in on a fake website.

   Note: You might need to turn off your ad blocker or add Dashlane to the list of allowed websites.

4. Select Continue to step 2. Dashlane sends a verification code to your mobile device or your email address.

   • If you have 2-factor authentication (2FA) turned on, check the authentication app on your mobile device.

     More about 2FA

   • If you don't have 2FA turned on, check the email address you use to log in to Dashlane.
5. On the reset page, enter the verification code.

6. Select Reset my account. After completing the reset process, you'll need to create a new Dashlane account. You can use the same email address that you used for your old account if you want.

   Create a new Dashlane account

   

If you're a member of a professional plan, you're automatically removed from the plan when you reset your account. Ask the admin of your plan to invite you again.

After resetting your account, create a new Dashlane account.

1. Restart your device.

2. In the Dashlane browser extension, select Create an account. Or go to the Dashlane website, select Log in, and then Create an account.

   Log in on the Dashlane website

3. Enter the email address that you want to use as your Dashlane ID.
4. Create a strong Master Password

Create a passwordless Dashlane account

Worried you might forget your Master Password?

You can turn on one or more of the recovery options available to you, like the account recovery key, biometric recovery, and admin-assisted recovery. Then if you do forget your Master Password, you can gain access again and reset your Master Password.

Account recovery options for Dashlane

If you have a DASH or CSV file that contains all or some of your data, you can restore your data after resetting your account.

Import DASH file
Import CSV file

What if I don't have a backup of my data?

Unfortunately, if you don't have a backup of your data, you'll need to add your logins, personal info, and payment types to your vault again.

Add logins in Dashlane

After resetting your account, follow these steps to make sure you don't lose access again.

1. Make sure you've created a unique, memorable Master Password

   If you think you have a weak or hard-to-remember Master Password, you can change your password.

   Create a strong Master Password
   Change your Master Password

2. Set up the account recovery key

   With Dashlane's recovery key, you can regain access to your Dashlane account without losing any of your data if you forget your Master Password again. You'll provide your saved recovery key, complete an identity verification step, change your Master Password, and recover your account.

   Setting up a recovery key isn't required, but the key protects you from being permanently locked out of your account. Think of your recovery key as your emergency key to your vault.

   Set up the account recovery key

3. Turn on the biometric settings

   After you've restored your account, we recommend turning on biometrics and Biometric recovery in the mobile app. Then you can reset your Master Password using your fingerprint or face.

   Master Password reset on Android
   Master Password reset on iOS
   Master Password reset on the macOS app

   Important: Unlock with biometrics isn't a replacement for your Master Password. Even with biometrics and biometric recovery turned on, we'll ask you to enter your Master Password from time to time.

4. Turn on admin-assisted recovery if you're a member of a professional plan

   Admin-assisted recovery is available to members of professional plans. With admin-assisted recovery, you can make a request to your admin and, after approval, reset your Master Password without sharing or losing any personal data. To use admin-assisted recovery, you have to turn it on or activate it when prompted before you forget your Master Password.

   How to turn on and request admin-assisted recovery for professional plans
   For admins: Manage admin-assisted recovery

5. Back up your data regularly

   You can export a DASH file to securely store any data you've saved in Dashlane—including logins, payment types, and Secure Notes. Then you can import your data into a new or existing Dashlane account whenever you want.

   Back up your data with a DASH file