Internal note: Notify of changes

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.

If you're a member of a professional plan, admin-assisted recovery can help you and your admin recover your account if you forget your Master Password. This article explains how plan members can turn on and use the admin-assisted recovery setting.

How admins manage admin-assisted recovery

Important: Admin-assisted recovery is turned on by default for the plan. Members will be informed in the web app and must acknowledge the message to enable the feature in their account. If you’ve turned off admin-assisted recovery, this message will continue to appear in the web app until it’s accepted. This is a core security setting for a professional plan, and it's important to have it enabled.
How plan members can turn on admin-assisted recovery

In addition to admin-assisted recovery, you can set up the account recovery key to help regain access to your account if you forget your Master Password. You can also download and log in to the Dashlane mobile app. If you turn on biometrics and Biometric recovery in the mobile app, you can reset your Master Password using your fingerprint or face.

More about Dashlane's account recovery options

If you've forgotten your Master Password and haven't turned on a recovery method, you may need to reset your account, which erases all the data you've saved in Dashlane. When you reset your account, you're also removed from the plan and need to be re-invited by an admin. Follow the steps in our troubleshooting article to see if you're able to log in.

I forgot my Master Password

If you do remember your Master Password but no longer have access to your 2-factor authentication (2FA) tokens, you can ask your admin to generate the 2FA tokens for you.

More about how admins generate codes

Turn on admin-assisted recovery for your own account

Admin-assisted recovery is turned on by default for the plan. Members are informed in the web app and must acknowledge this message to enable the feature in their account.

If you’ve turned off admin-assisted recovery, you can turn it on again in your settings:

1. Select the Dashlane D icon in your browser's toolbar and enter your Master Password if prompted. Then, in the Dashlane extension pop-up, select Open the web app.
2. Select the Vault menu in the top left of the app, Settings, and then Security settings.

3. In the Account recovery section, select View options and turn on Admin-assisted recovery.

   Note: If you don't see this option, your admin has turned off admin-assisted recovery for your plan.
   How admins can turn admin-assisted recovery on or off for their plan

Important: To make an admin-assisted recovery request, you have to use a browser that you've already added to your account. If you reinstall the Dashlane extension or clear your cookies on your browser, log back into Dashlane right away. You can then use that browser to make an admin-assisted recovery request in the future.
About adding browsers

Request an admin-assisted recovery if you forgot your Master Password

Admin-assisted recovery is turned on by default for the plan. Members will be informed in the web app and must acknowledge this message to enable the feature in their account. If you turned off admin-assisted recovery before you forgot your Master Password, you won't be able to use it. You can follow our troubleshooting guide instead.

Forgot Master Password troubleshooting

Notes:

• You can request an admin-assisted recovery from the Dashlane web app only. Admin-assisted recovery isn't available on the mobile app.
• To make an admin-assisted recovery request, use a browser you've already added to your account. Your browser is no longer on your list of added devices if you reinstalled the browser extension or cleared your cookies without logging back in.
  About adding browsers
• If you're using Firefox, Chrome, or a Chromium-based browser such as Opera and Brave, the Dashlane extension must be version 6.2121.1 or later. Admin-assisted recovery isn't available on Safari.
• Use the same browser to request your admin-assisted recovery and log in with your new Master Password after it's been approved. Admin-assisted recovery doesn't work if you switch browsers during the process.

Use these steps to make an admin-assisted recovery request if you forget your Master Password:

1. Select the Dashlane D icon in your browser's toolbar, select Forgot password?, and then Begin Account Recovery.

2. 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.

3. Enter the code sent to your email or the token sent to your 2-factor authentication (2FA) app and select Verify.

   Note: If you have 2FA turned on and lose your phone, you can't use recovery codes to request an admin-assisted recovery.

4. Enter a new Master Password and select Create password.

   All plan admins receive the admin-assisted recovery request. After an admin approves your request, you can move on to the next step.
   How admins approve admin-assisted recovery requests

5. After an admin approves your request, you receive an email. In the email, select Log in to Dashlane and enter the new Master Password you created. You need to log in using the same device you used in the previous steps.

   Now that you have access to your Dashlane account again, log in to all your devices and browsers to add them again.

   About adding devices and browsers

Want to learn more about admin-assisted recovery?

Visit the FAQ section of the admin-assisted recovery article for admins