This article is for admins of professional plans.
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Admin-assisted recovery isn't available to plan members using single sign-on (SSO). SSO means you use one login application to access Dashlane and other work accounts. Instead of a Master Password, you use your regular work password to log in to Dashlane. If you don't know whether you have SSO, ask your manager or plan admin.
Admin-assisted recovery provides admins of professional plans with a simple and secure way to recover a member's Dashlane account if that member forgets their Master Password. This article explains how admins can manage the admin-assisted recovery setting.
Admin-assisted recovery for members of professional plans
Note: Admin-assisted recovery is turned on for the plan by default. The web app notifies members, and they must acknowledge this message to turn on the feature in their account. If a plan member turned off admin-assisted recovery before they forgot their Master Password, they won't be able to use this option to regain access to their account.
How plan members can turn on admin-assisted recovery
Once turned on, the member must still be part of your team to send a recovery request because this feature is turned off after you remove the member from the plan.
In addition to admin-assisted recovery, members can set up the account recovery key to help regain access to their accounts if they forget their Master Password. Members can also download and log in to the Dashlane mobile app. If members turn on biometrics and Biometric recovery in the mobile app, they can reset their Master Password using their fingerprint or face.
More about Dashlane's account recovery options
If a member has forgotten their Master Password and hasn't turned on a recovery method, they may need to reset their account, erasing all the data they've saved in Dashlane. When a member resets their account, they're also removed from the plan and must be re-invited by an admin. The member can follow the steps in our troubleshooting article to see if they can log in. If a member loses access to their 2-factor authentication (2FA) tokens, you can generate the 2FA tokens for them.
I forgot my Master Password
More about generating tokens
Turn admin-assisted recovery on or off for your plan
Admin-assisted recovery is turned on for the plan by default. Members will be informed in the web app and must acknowledge this message to enable the feature in their account. With the setting turned on, any member of your plan can use it to recover their account if they forget their Master Password.
As an admin, you can turn it on or off for your plan:
- Select the Dashlane D icon in your browser's toolbar and enter your admin Master Password if prompted. In the Dashlane browser extension pop-up, select More and then Open the Admin Console.
- Select Account Recovery and then turn off Admin-assisted recovery.
- Enter your Master Password to confirm and select Enable now.
Note: You can only recover a plan member's account if admin-assisted recovery is turned on before they forget their Master Password.
How plan members can turn on admin-assisted recovery
If an admin forgets their Master Password, only another admin can approve their admin-assisted recovery request. To ensure that admins have this option, have at least two admins on your plan.
Approve an admin-assisted recovery request
To approve a plan member's admin-assisted recovery, you must have become an admin of their plan before the most recent time the member successfully logged in to their Dashlane account. If you're not, contact another admin on your plan who joined earlier and ask them to approve the request instead.
Use these steps to approve an admin-assisted recovery request:
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Ask your plan member to request admin-assisted recovery through Dashlane. If they already have, move to the next step.
How plan members can request an admin-assisted recovery
Note: Admin-assisted recovery is turned on for the plan by default. The web app notifies members, and they must acknowledge this message to turn on the feature in their account. If a plan member turned off admin-assisted recovery before they forgot their Master Password, they won't be able to use this option to regain access to their account.
How plan members can turn on admin-assisted recovery - Select the Dashlane D icon in your browser's toolbar and enter your admin Master Password if prompted. In the Dashlane browser extension pop-up, select More and then Open the Admin Console.
- Select Activity Log and then Account Recovery Requests.
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Select the accept icon, shown as a checkmark, or the reject icon, shown as an X.
Note: We recommend that you validate the member's account email before approving the request.
- Select Approve request.
FAQs about admin-assisted recovery
Is admin-assisted recovery secure and private?
Yes. We built our patented zero-knowledge account recovery process on our zero-knowledge architecture, meaning neither the admin nor Dashlane has access to plan member data throughout the admin-assisted recovery process. No Master Passwords are stored on Dashlane's servers or shared with any admin.
More about Dashlane's zero-knowledge architecture
Are shared items affected by admin-assisted recovery?
No. Any items shared between plan members remain shared.
Do admin-assisted recovery requests expire?
No.
Why are plan members required to reauthorize devices after recovering their accounts?
When a plan member recovers their account, they must change their Master Password. To maintain security, members must reauthorize all their devices after they change their Master Password.
More about adding devices and browsers in Dashlane
Can an admin approve their own admin-assisted recovery request?
No. We recommend having at least two admins on your plan if admins want to have the option to recover their accounts. If you only have one admin, follow our troubleshooting guide.
Add an admin to a plan
Forgot Master Password troubleshooting
Can an admin turn off admin-assisted recovery when there's a pending request?
No.
Can a member of the team turn off admin-assisted recovery?
Yes, team members can disregard the message to activate admin-assisted recovery or manually turn it off on their accounts. However, as this is a core security setting for a professional plan, the message to turn on the feature will keep showing on the web app until it's acknowledged.
How plan members can turn on admin-assisted recovery
How do admins know which plan members have turned off admin-assisted recovery?
Dashlane will provide this level of reporting in the Admin Console in the future.