Dashlane doesn't work... what should I do?

While we work tirelessly to bring you the best application we can, issues are sadly bound to occur.

Some problems may occur because of a conflict between Dashlane and another application or extension running on your machine, some may occur only within a very specific environment, and others may occasionally affect our users on a larger scale.

It's always a good idea to consult our minimum requirements and make sure that you're running the latest available version of Dashlane. See How to update Dashlane for instructions.

In this article, you will find tips and content designed to walk you through the main issues currently being raised by our users. If you have an issue or question that is not listed here, do not worry – it may be covered in another article. Also, you can always reach out to our Support team via our available communication methods!

Dashlane doesn't work on any website in my browser

On Windows and macOS, Dashlane works with an application and a browser extension. The Dashlane extension communicates with the Dashlane application installed on your machine, and is responsible for analyzing webpages and auto-filling your data. If Dashlane doesn't automatically enter your passwords and data on any website, it's likely there's a problem with your Dashlane browser extension. This page will guide you through the recommended steps to be followed in this case.

Dashlane doesn't work on specific websites

We try our best to ensure Dashlane fills in every possible field, and on every possible website, but sadly there are exceptions. If you run into a website where Dashlane does not automatically fill in your passwords and data where it should, please refer to this article in order to try some quick and easy solutions. 

I am Premium but my data doesn't properly sync across my devices

If this is this case, do not try reinstalling your application or revoking its access from the Web App or your mobile devices, as these actions could lead to a partial or full loss of your data. Therefore, if you are experiencing issues with synchronization and a large quantity of data is affected, we recommend contacting our Support team as soon as possible.

I'm not receiving the security codes or I receive them too late

When the emails containing the security codes are not received, it is usually due to local protections or filtering on your device/mail server. The first thing you can try is adding no-reply@dashlane.com to your mail contacts in order to prevent our emails from going to spam.

We have also noticed that some email domains such as @free.fr or Microsoft domains (@live.com, @outlook.com, @hotmail.com, etc...) filter our emails even before they reach your mailbox, delivering them too late or, in some cases, never delivering them at all. In this case, we recommend changing your contact email address, if you have other addresses available. Otherwise, you can contact our Support team to find another solution.

I am trying to auto-fill my information in Android apps or browsers

Our auto-fill feature is quite complex on Android as it is compatible with various apps, browsers and services. To find out how to make it work for your needs, please check out Auto-fill for Android apps and browsers and do not hesitate to contact our Support team if you couldn't find the answers to your questions!

Current known issues

Performance and stability issues on Windows

We are currently investigating several performance issues impacting Dashlane for Windows:

  1. Dashlane crashes after you enter your login and Master Password
  2. Dashlane crashes at launch, if the "remember Master Password" feature was enabled (to keep your Dashlane session open)
  3. Error message 87 or 1114 when opening the app
  4. Error message about "QT Web engine" related to VCRUNTIME140.dll, MSVCP140.dll or "Qt platform" when opening the app

Should you be experiencing any of these issues, please ensure that you have installed our latest update, Dashlane 6.0.3, available for download on our website. This version should fix some of the aforementioned issues. Also, please ensure that your Windows OS is up to date.

If the problem persists, please contact our Support team and indicate which issue you're experiencing. Screenshots illustrating the problem are also helpful. Thanks in advance for your help.

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The Dashlane extension on Internet Explorer

A crash issue with Dashlane's extension on Internet Explorer has been discovered by our team. Although we released an initial fix, we have received reports that some users are still experiencing crashes or an incompatibility between Dashlane and other extensions. This results in Dashlane not being able to auto-fill any information on web pages and the extension icon will show a red exclamation mark.

Our team is still actively working on a fix to this issue.

In the meantime, for a better Dashlane experience, you may wish to use Chrome or Firefox instead of Internet Explorer.

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Pairing, or securing how the Dashlane application communicates with your browser

Along with Dashlane 6, we improved the security of the communication between our application and our extension in the form of a new "pairing" mechanism. Unfortunately, since this pairing mechanism is only available in the latest versions of Dashlane, and as mentioned in our Minimum requirements article, the newest versions of our extension are no longer able to communicate with older versions of the app.

Therefore, if you are running macOS 10.6 to 10.10 or Windows XP or Windows Vista, you will no longer be able to use Dashlane in your browser. We recommend upgrading your system in order to use a current version of Dashlane.

Apple allows you to upgrade your Mac for free to 10.11 El Capitan, 10.12 Sierra, or High Sierra 10.13 (the latest release of macOS). Please check this page for more information on how to upgrade your system.

To check for updates on Windows, please see the Windows Update: FAQ for instructions according to your current version.

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PayPal auto-renewal

As a reminder, if you received an email from PayPal notifying you that your subscription is no longer auto-renewed, this is because of a limitation that prevents PayPal from auto-renewing your subscription at its new price. Your Premium subscription itself has not been canceled, and you can go on enjoying your Premium plan until your current subscription expires.

To set up your auto-renewing payments again, simply re-purchase once on our website. You can choose to purchase now or at the end of your current subscription. If you purchase now, you will be charged the annual price, and the extended subscription period will be immediately added to your account. We apologize for this inconvenience.

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Price of Premium Plus subscription when upgrading from Premium

As a reminder for Premium subscribers wishing to purchase Premium Plus (U.S. only), the price of your first subscription will be calculated based on the remaining period of your current Premium subscription, as well as the platform that you go through to subscribe. 

If you subscribed via the Google PlayStore, PayPal or directly on our website, we will first calculate how much is left on your Premium plan and how much it is worth, then deduct it from the price of your Premium Plus subscription. You can see how much you would pay by entering your email address on our website, pressing "Submit", and seeing the calculation made for you. Note that this prorated discount is limited to a maximum of $90. i.e you will be charged at least $30 on your first upgrade to our Premium Plus plan. 

If you subscribed using iTunes (on the iOS App Store), you need to upgrade directly through iTunes but can still benefit from our prorated discount. This prorated discount is not applicable, however, if you subscribe to Premium Plus through the Mac App Store. You will have to purchase at full price.

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