Important: If you're locked out of your account and haven't turned on a recovery method, you may need to reset your account, which erases all of your data. Dashlane never stores or shares your Master Password, so we can't tell you your password if you forget it. We have no way to help you log in to your account. You can follow the steps in our troubleshooting articles to check if you're truly locked out.
I forgot my Master Password
I can’t access my passwordless Dashlane account
With this feature, you can generate a random 28-character code called a "recovery key" that you save until you need it. Then if you forget your Master Password or get locked out of your passwordless account, you can regain access to Dashlane with this recovery key and an identity verification step.
If you have an account protected by a Master Password, you may only use the recovery key once, and then you need to generate another one. If you have a passwordless account, you may reuse your key.
Setting up an account recovery key isn't required, but the key protects you from being permanently locked out of your account. For the Friends & Family plan, each person's account is independent, so each member needs to set up their own account recovery key.
To use your account recovery key, you must verify your identity with email verification codes or 2-factor authentication (2FA) tokens from your authenticator app. When using your recovery key, you can't use 2FA recovery codes sent by text message to verify your identity. If you don't have access to your email or authenticator app, you won't be able to use your recovery key.
About the account recovery key
If you're locked out of your account, you can regain access to Dashlane with the recovery key and an identity verification step.
You may have only one active key at a time. If you generate a new key, the old key is no longer valid. If your current key is compromised or lost, you can generate a new key anytime. If you have an account protected by a Master Password, you may only use the recovery key once and then you need to generate another one. If you have a passwordless account, you may reuse your key.
Important: If you generate a recovery key and change your Master Password, your key is no longer valid. You need to generate a new key when you change your Master Password.
Store your key outside of Dashlane
You need to store your key outside of Dashlane because the purpose of the key is to regain access if you're locked out of your account. We recommend keeping your recovery key somewhere safe with other important documents, like your passport.
You can also store your recovery key in a Secure Note and share the note with a trusted contact. If you ever forget your Master Password or get locked out of your passwordless account, that person can give you the key to help you regain access. Remember, you're the only one who can use your key because an identity verification step is required. Unless your trusted contact has access to your email codes or 2FA tokens used to verify your identity, you're still the only person who can access your data.
Set up your recovery key
If you don't see the Recovery key setting, make sure you're using the latest version of Dashlane available for your device. Then you'll have the most recent improvements and security settings.
An account recovery key isn't available to Business plan members using SSO. You have SSO if you use the same login application to access Dashlane and other work accounts. If you don't know whether you have SSO, ask your manager or plan admin.
Admin-assisted recovery for professional plan members
- Select the Dashlane D icon in your browser's toolbar and enter your Master Password if prompted. Then in the extension pop-up, select Open the web app.
- In the My account menu, select Settings and then Security settings.
- In the Account recovery section, select View options and turn on Recovery key.
- In the pop-up, select Generate key.
- Choose how to store your key: copy, download, or write it down. We recommend storing your key in a safe place with other important documents, like your passport. We don't recommend storing your key on your device or anywhere online.
- Select Continue.
- In the Confirm your recovery key pop-up, enter your key to be sure that you copied it correctly. If you didn't make a copy, select Go back and write down the key now.
- After correctly entering your key, select Continue .
- A confirmation screen appears. Select Done.
- In the Dashlane Android app, select the three parallel lines to open the side menu. Then select Settings and Security.
- Select Recovery key and enter your Master Password. If you have a passwordless account, you'll need your device-specific PIN or biometrics.
- Turn on Recovery key.
- On the Recovery key screen, select Generate key.
- Write down your key. We recommend storing your key in a safe place with other important documents, like your passport. We don't recommend storing your key on your device or anywhere online.
- Hold your finger on the recovery key to copy it. You'll need the key on the next screen. Then select Continue.
- On the Confirm your recovery key screen, enter your key to be sure that you copied it correctly. If you didn't make a copy, select the Back arrow icon and write down the key now. Select Confirm.
- Select Done. You're returned to the Recovery key setting.
- In the Dashlane app, select Settings in the bottom menu and then Security.
- On the Security screen, select Recovery key.
- Enter your Master Password. If you have a passwordless account, you'll need your device-specific PIN or biometrics.
- Turn on Recovery key.
- On the Recovery key screen, select Generate key.
- Write down your key. We recommend storing your key in a safe place with other important documents, like your passport. We don't recommend storing your key on your device or anywhere online.
- Select Continue.
- On the Confirm your recovery key screen, enter your key to be sure that you copied it correctly. If you didn't make a copy, select Back and write down the key now.
- After correctly entering your key, select Next.
- You'll see a confirmation screen, select Done, and you'll return to the Recovery key setting.
If you've set up the Dashlane Smart Extension for Safari, follow the first set of steps. Follow the second set of steps for the Dashlane macOS app.
Get started with the Dashlane Smart Extension
Follow these steps to set up your recovery key in the Safari extension:
- Select the Dashlane D icon in your browser's toolbar and enter your Master Password if prompted. Then in the extension pop-up, select Open the web app.
- In the My account menu, select Settings and then Security settings.
- In the Account recovery section, select View options and turn on Recovery key.
- In the pop-up, select Generate key.
- Write down your key. We recommend storing your key in a safe place with other important documents, like your passport. We don't recommend storing your key on your device or anywhere online.
- Select Continue.
- In the Confirm your recovery key pop-up, enter your key to be sure that you copied it correctly. If you didn't make a copy, select Go back and write down the key now.
- After correctly entering your key, select Continue and then Done.
Follow these steps to set up your recovery key if you use the Dashlane macOS app:
- Select the Dashlane D icon in your browser's toolbar.
- In the pop-up, select Open the app.
- In the next pop-up, select Log in and enter your email address and Master Password if prompted.
- Select the gear icon above the main menu on the left side. In the pop-up, select Security.
- On the Security screen, select Recovery key.
- When you try to turn on the Recovery key, you're asked to enter your Master Password. If you have a passwordless account, you'll need your device-specific PIN or biometrics.
- In the pop-up, select Generate key.
- Write down your key. We recommend storing your key in a safe place with other important documents, like your passport. We don't recommend storing your key on your device or anywhere online.
- Select Continue.
- In the Confirm your recovery key pop-up, enter your key to be sure that you copied it correctly. If you didn't make a copy, select Go back and write down the key now.
- After correctly entering your key, select Continue and then Done.
Use your account recovery key
Important: Before you start the recovery process, make sure you have the recovery key that you previously generated and saved.
If you have an account protected by a Master Password, you may only use the recovery key once, and then you need to generate another one. If you have a passwordless account, you may reuse your key.
You start the recovery process from the login page. If you have an account protected by a Master Password, select Forgot password? If you have a passwordless account, select Don’t have a logged in device? Then you need to verify your email address with a verification code we send you by email or a 2-factor authentication (2FA) token from your authenticator app.
If you want to use your recovery key on a new device, you need to verify your identity first using the same process used when adding a new device. After you enter your email address, you need to enter a verification code or a 2FA token based on your existing security settings.
- Open the Dashlane app and enter your login email.
- If you have an account protected by a Master Password, select Forgot password? If you have a passwordless account, select Don’t have a logged in device?
- A full browser tab opens.
Important: If you don't have an active recovery key, you're taken to the Help Center to troubleshoot.
- In the pop-up, select Start recovery.
- 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.
- On the Verify your identity page, enter a verification code we send you by email or a 2FA token from your authenticator app. Select Verify and continue.
- Enter your recovery key in uppercase letters as provided when you generated your key.
- Select Continue.
- If you have an account protected by a Master Password, you’re asked to create a new Master Password for your account. Enter your new Master Password again, select Continue, and then select Done.
Tips for creating a strong, easy-to-remember Master Password
- If you have an account protected by a Master Password, you're asked to set up a recovery key again. Select Go to Security Settings to generate a new key. Write down your new key. We recommend storing your key in a safe place with other important documents, like your passport. We don't recommend storing your key on your device or anywhere online.
Note: If you have a passwordless account, you may reuse your recovery key.
Dashlane logs you out of all devices when you change your Master Password. You need to log in to each device with your new Master Password. We'll authenticate the device again by verifying your identity with an email verification code or 2FA token, depending on your existing security settings. We'll also perform the same security check in a new tab.
We also turn off the Biometric recovery setting when you change your Master Password. If you want to be able to reset your Master Password with your face or fingerprint, you need to turn on this setting again.
Reset your Master Password with biometric recovery on your mobile device
Important: Before you start the recovery process, make sure you have the recovery key that you previously generated and saved.
If you have an account protected by a Master Password, you may only use the recovery key once and then you need to generate another one. If you have a passwordless account, you may reuse your key.
You start the recovery process from the login page. If you have an account protected by a Master Password, select Forgot? If you have a passwordless account, select Don’t have a logged in device? Then you need to verify your email address with a verification code we send you by email or a 2-factor authentication (2FA) token from your authenticator app.
If you want to use your recovery key on a new device, you need to verify your identity first using the same process used when adding a new device. After you enter your email address, you need to enter a verification code or a 2FA token based on your existing security settings.
- Open the Dashlane Android app and enter your login email.
- If you have an account protected by a Master Password, select Forgot? If you have a passwordless account, select Don’t have a logged in device?
Important: If you don't have an active recovery key, a menu appears. Select a Help Center article to help you troubleshoot.
- Select Use recovery key.
- Enter the verification code we send you by email or a 2FA token from your authenticator app.
- Enter your recovery key in uppercase letters as provided when you generated your key.
- Select Next in the lower-right corner.
- If you have an account protected by a Master Password, you’re asked to create a new Master Password for your account. Select Next in the lower-right corner. Enter your new Master Password again and select Next.
Tips for creating a strong, easy-to-remember Master Password
- If you have an account protected by a Master Password, you’re asked to set up a recovery key again. Select Go to settings to generate a new key. Write down your new key. We recommend storing your key in a safe place with other important documents, like your passport. We don't recommend storing your key on your device or anywhere online.
Note: If you have a passwordless account, you may reuse your recovery key.
Dashlane logs you out of all devices when you change your Master Password. You need to log in to each device with your new Master Password. We'll authenticate the device again by verifying your identity with an email verification code or 2FA token, depending on your existing security settings.
We also turn off the Biometric recovery setting when you change your Master Password. If you want to be able to reset your Master Password with your face or fingerprint, you need to turn on this setting again.
Reset your Master Password with biometric recovery on your mobile device
Important: Before you start the recovery process, make sure you have the recovery key that you previously generated and saved.
If you have an account protected by a Master Password, you may only use the recovery key once and then you need to generate another one. If you have a passwordless account, you may reuse your key.
You start the recovery process from the login page. If you have an account protected by a Master Password, select Forgot your password? If you have a passwordless account, select Don’t have a logged in device? Then you need to verify your email address with a verification code we send you by email or a 2-factor authentication (2FA) token from your authenticator app.
If you want to use your recovery key on a new device, you need to verify your identity first using the same process used when adding a new device. After you enter your email address, you need to enter a verification code or a 2FA token based on your existing security settings.
- Open the Dashlane app and enter your login email.
- Select Next in the upper-right corner.
- If you have an account protected by a Master Password, select Forgot your password? If you have a passwordless account, select Don’t have a logged in device?
Important: If you don't have an active recovery key, a menu appears. Select a Help Center article to help you troubleshoot.
- Select Use recovery key.
- Enter the verification code we send you by email or a 2FA token from your authenticator app.
- Enter your recovery key in uppercase letters as provided when you generated your key.
- Select Next in the upper-right corner.
- If you have an account protected by a Master Password, you're asked to create a new Master Password for your account. Select Next in the upper-right corner. Enter your new Master Password again and select Next.
Tips for creating a strong, easy-to-remember Master Password
- If you have an account protected by a Master Password, you're asked to set up a recovery key again. Select Go to settings to generate a new key. Write down your new key. We recommend storing your key in a safe place with other important documents, like your passport. We don't recommend storing your key on your device or anywhere online.
Note: If you have a passwordless account, you may reuse your recovery key.
Dashlane logs you out of all devices when you change your Master Password. You need to log in to each device with your new Master Password. We'll authenticate the device again by verifying your identity with an email verification code or 2FA token, depending on your existing security settings.
We also turn off the Biometric recovery setting when you change your Master Password. If you want to be able to reset your Master Password with your face or fingerprint, you need to turn on this setting again.
Reset your Master Password with biometric recovery on your mobile device
Important: Before you start the recovery process, make sure you have the recovery key that you previously generated and saved.
If you have an account protected by a Master Password, you may only use the recovery key once and then you need to generate another one. If you have a passwordless account, you may reuse your key.
You start the recovery process from the login page. If you have an account protected by a Master Password, select Forgot your password? If you have a passwordless account, select Don’t have a logged in device? Then you need to verify your email address with a verification code we send you by email or a 2-factor authentication (2FA) token from your authenticator app.
If you want to use your recovery key on a new device, you need to verify your identity first using the same process used when adding a new device. After you enter your email address, you need to enter a verification code or a 2FA token based on your existing security settings.
- Open the Dashlane app and enter your login email.
- If you have an account protected by a Master Password, select Forgot your password? If you have a passwordless account, select Don’t have a logged in device?
Important: If you don't have an active recovery key, a pop-up appears. Select a Help Center article to help you troubleshoot.
- Select Start recovery.
- Enter the verification code we send you by email or a 2FA token from your authenticator app.
- Enter your recovery key in uppercase letters as provided when you generated your key and select Continue.
- If you have an account protected by a Master Password, you're asked to create a new Master Password for your account. Select Next if necessary. Enter your new Master Password again and select Continue.
Tips for creating a strong, easy-to-remember Master Password
- If you have an account protected by a Master Password, you’re asked to set up a recovery key again. Select Go to settings to generate a new key. Write down your new key. We recommend storing your key in a safe place with other important documents, like your passport. We don't recommend storing your key on your device or anywhere online.
Note: If you have a passwordless account, you may reuse your recovery key.
Dashlane logs you out of all devices when you change your Master Password. You need to log in to each device with your new Master Password. We'll authenticate the device again by verifying your identity with an email verification code or 2FA token, depending on your existing security settings.
We also turn off the Biometric recovery setting when you change your Master Password. If you want to be able to reset your Master Password with your face or fingerprint, you need to turn on this setting again.
Reset your Master Password with biometric recovery on your mobile device
Generate a new recovery key
For Dashlane professional plan admins: You can't generate a new key for members. The recovery key is a self-serve option to help members regain access to their accounts if they forget their Master Password or get locked out of their passwordless account.
You may have only one active key at a time. If you generate a new key, the old key is no longer valid. If your current key is compromised or lost, you can generate a new key anytime. If you have an account protected by a Master Password, you may only use the recovery key once and then you need to generate another one. If you have a passwordless account, you may reuse your key.
Important: If you generate a recovery key and change your Master Password, your key is no longer valid. You need to generate a new key when you change your Master Password.
- Select the Dashlane D icon in your browser's toolbar and enter your Master Password if prompted. Then in the extension pop-up, select Open the web app.
- In the My account menu, select Settings and then Security settings.
- In the Account recovery section, select View options and then select Generate new key.
- In the pop-up, select Generate key.
- Write down your new key, which now replaces your previous key. We recommend storing your key in a safe place with other important documents, like your passport. We don't recommend storing your key on your device or anywhere online.
- Select Continue.
- In the Confirm your recovery key pop-up, enter your new key to be sure that you copied it correctly. If you didn't make a copy, select Go back and write down the key now.
- After correctly entering your new key, select Continue and then Done.
- In the Dashlane Android app, select the three parallel lines to open the side menu. Then select Settings and Security.
- On the Security screen, select Recovery key. You need to turn off Recovery key to generate a new recovery key.
- Enter your Master Password. If you have a passwordless account, you'll need your device-specific PIN or biometrics.
- In the pop-up, select Yes, turn off. To keep this recovery method, select Cancel.
- Turn on Recovery key again to generate a new key.
- On the Recovery key screen, select Generate key.
- Write down your key. We recommend storing your key in a safe place with other important documents, like your passport. We don't recommend storing your key on your device or anywhere online.
- Hold your finger on the recovery key to copy it. You'll need the key on the next screen. Then select Continue.
- On the Confirm your recovery key screen, enter your key to be sure that you copied it correctly. If you didn't make a copy, select the Back arrow icon and write down the key now. Select Confirm.
- Select Done. You're returned to the Recovery key setting.
In the Dashlane app, select Settings in the bottom menu and then Security.
- On the Security screen, select Recovery key. You need to turn off Recovery key to generate a new recovery key.
- Enter your Master Password. If you have a passwordless account, you'll need your device-specific PIN or biometrics.
- In the pop-up, select Yes, turn off. To keep this recovery method, select Cancel.
- Turn on Recovery key again to generate a new key.
- On the Recovery key screen, select Generate key.
- Write down your key. We recommend storing your key in a safe place with other important documents, like your passport. We don't recommend storing your key on your device or anywhere online.
- Select Continue.
- On the Confirm your recovery key screen, enter your key to be sure that you copied it correctly. If you didn't make a copy, select Back and write down the key now.
- After correctly entering your key, select Next. You're returned to the Recovery key setting.
If you've set up the Dashlane Smart Extension for Safari to have a better autofill experience, follow the steps to generate a new key. If you use the Dashlane macOS app, you need to turn off your recovery key and set it up again, so you have a new key. The steps for turning off your recovery key are in the next section.
Get started with the Dashlane Smart Extension for Safari
Follow these steps to generate a new recovery key in the Safari extension:
- Select the Dashlane D icon in your browser's toolbar and enter your Master Password if prompted. Then in the extension pop-up, select Open the web app.
- In the My account menu, select Settings and then Security settings.
- In the Account recovery section, select View options and then select Generate new key.
- In the pop-up, select Generate key.
- Write down your new key, which now replaces your previous key. We recommend storing your key in a safe place with other important documents, like your passport. We don't recommend storing your key on your device or anywhere online.
- Select Continue.
- In the Confirm your recovery key pop-up, enter your new key to be sure that you copied it correctly. If you didn't make a copy, select Go back and write down the key now.
- After correctly entering your new key, select Continue and then Done.
Turn off account recovery
Important: If you turn off your recovery key, your existing key is no longer valid. You won't be able to use this option to regain access to your account if you forget your Master Password or get locked out of your passwordless account.
- Select the Dashlane D icon in your browser's toolbar and enter your Master Password if prompted. Then in the extension pop-up, select Open the web app.
- In the My account menu, select Settings and then Security settings.
- In the Account recovery section, select View options and then turn off Recovery key.
- In the pop-up, select Yes, turn off. To keep this recovery method, select Cancel.
- In the Dashlane Android app, select the three parallel lines to open the side menu. Then select Settings and Security.
- On the Security screen, select Recovery key. Then turn off Recovery key.
- Enter your Master Password. If you have a passwordless account, you'll need your device-specific PIN or biometrics.
- In the pop-up, select Yes, turn off. To keep this recovery method, select Cancel.
- In the Dashlane app, select Settings in the bottom menu and then Security.
- On the Security screen, select Recovery key.
- Enter your Master Password. If you have a passwordless account, you'll need your device-specific PIN or biometrics.
- Then turn off Recovery key.
- In the pop-up, select Yes, turn off. To keep this recovery method, select Cancel.
If you've set up the Dashlane Smart Extension for Safari to have a better autofill experience in Safari, follow the first set of steps. Follow the second set of steps for the Dashlane macOS app.
Get started with the Dashlane Smart Extension for Safari
Follow these steps to turn off your recovery key in the Safari extension:
- Select the Dashlane D icon in your browser's toolbar and enter your Master Password if prompted. Then in the extension pop-up, select Open the web app.
- In the My account menu, select Settings and then Security settings.
- In the Account recovery section, select View options and then turn off Recovery key.
- In the pop-up, select Yes, turn off. To keep this recovery method, select Cancel.
Follow these steps to turn off your recovery key in the Dashlane macOS app:
- Select the Dashlane D icon in your browser's toolbar.
- In the pop-up, select Open the app.
- In the next pop-up, select Log in and enter your email address and Master Password if prompted.
- Select the gear icon above the main menu on the left side.
- In the pop-up, select Security.
- Select Recovery key and turn off the key.
- Enter your Master Password. If you have a passwordless account, you'll need your device-specific PIN or biometrics.
- In the pop-up, select Yes, turn off. To keep this recovery method, select Cancel.
Common questions
Is the recovery key secure and private?
Yes. Our patented zero-knowledge recovery key process is built on our zero-knowledge architecture. No one—including Dashlane—has access to your data. Your logins and personal information are always “encrypted,” even when we store your data on our servers as a backup and to sync your data across devices. Encryption scrambles your data so that no one can read it. When you log in to your account, your data is “decrypted” on your device and available only to you.
Dashlane never stores or shares your recovery key, so we can't tell you your key if you lose it.
Common questions about security at Dashlane
Why does Dashlane recommend I write down my recovery key but not my Master Password?
The Dashlane Master Password is used regularly by most people, which is why we recommend that you create a password that is strong and easy to remember.
Your recovery key protects you from being permanently locked out of your account. Think of your recovery key as your emergency key to your vault.
You need to use your key only if you forget your Master Password or get locked out of your passwordless account. Then you'll provide your saved recovery key, complete an identity verification step, and recover your account. If you have a Master Password, we'll also ask you to change your password during the recovery process. With this process, you can be sure your account won't be compromised.
We recommend writing down your recovery key and putting the key in a secure location. You need to store your key outside of Dashlane because the purpose of the key is to regain access to your account if you forget your Master Password. We strongly recommend not storing your key on your device or anywhere online because hackers may be able to access any information not stored securely.
Can I still recover my account with other recovery methods? Or can I use only the recovery key to recover my account after I turn it on?
You can use other recovery methods if you’ve set them up.
Are shared items affected by using the recovery key?
No. Any items you shared with others or that others shared with you remain shared.
Can a professional plan admin deactivate the recovery key for their team?
Not at this time.
You might confuse your account recovery key with your 2FA recovery codes. Your account recovery key is a random 28-character code that you set up, save, and then enter if you get locked out of your account. 2FA recovery codes are 16 characters and a temporary solution to get into your account and turn off 2FA.