When you're having problems logging in to Dashlane on a specific device, you can sometimes solve the problem by revoking access. Revoking access means removing the device's permission to use your Dashlane account. After you revoke access, you can reinstall Dashlane on the device.
Important: When you revoke access, certain settings turn off automatically, including biometric unlock, PIN unlock, and Biometric recovery. You'll need to turn these settings back on again after reinstalling. Admin-assisted recovery won't be turned off, but you'll need to authenticate the device again to use this feature. Your account recovery key remains valid.
Warning! If you have a passwordless account, make sure you're logged in on at least one other device or have access to an account recovery key before uninstalling. Otherwise, you could lose access to your data.
What happens if I'm logged out of my passwordless account on all devices?
Step 1: Check that your data is backed up
Before revoking a device, make sure your data is backed up on our servers.
- On a device or browser other than the one where you’re having problems, open this web address: https://app.dashlane.com/#/login
- If asked, enter a verification code sent by email or a 2-factor authentication (2FA) token from your authenticator app.
- To make sure all your data is backed up, check for the items you've saved most recently.
Important: If any data is missing, stop here and get help through our support chatbot. Open the chatbot by selecting the Chat with bot icon, shown as a speech bubble, at the bottom of any Help Center page. In the chatbot, follow the prompts and briefly describe your issue.
Learn how to use our support chatbot
Step 2: Revoke the device causing the problem
In the web app on the device where you checked your data, go to the My account menu. Select Settings and then Manage activity to see a list of devices you've added to your Dashlane account.
Note: You can't revoke access for the device you're currently using. You need to log in on another device and revoke access for this device.
Select X for the device you want to revoke. The device may appear multiple times in the list. Make sure to remove every mention of the device you want to revoke. If one of our agents sent you a link to this article, they probably said which device you need to revoke in their message.
Step 3: Uninstall and then reinstall Dashlane on the device causing the problem
- Uninstall Dashlane for the device that you revoked
- Download and reinstall Dashlane on the device you revoked:
- Log in to Dashlane on the device where you were having problems.
If you revoked access correctly, we'll ask for a verification code or 2FA token when you log in. If we don't ask for a code or token, you've revoked the wrong device. In this case, go back to Step 2 and make sure you've revoked access to the correct device.
If the problem continues after you revoke and reinstall Dashlane, you can get help through our support chatbot. Open the chatbot by selecting the Chat with bot icon, shown as a speech bubble, at the bottom of any Help Center page. In the chatbot, follow the prompts and briefly describe your issue.