Account recovery isn't available to Business plan members using SSO.
If you're a member of a Dashlane Starter, Team, or Business plan, account 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 account recovery setting.
Important! To use account recovery, two things must happen before you forget your Master Password:
- Your plan admin has to allow members to turn on account recovery.
How admins can allow account recovery for their plan - You have to turn on account recovery for your account or activate it when prompted.
How plan members can turn on account recovery
If these two things aren't done before you forget your Master Password, you won't be able to use account recovery. You can follow our troubleshooting guide instead.
Forgot Master Password troubleshooting
Tip: Still worried you might forget your Master Password? Download and log in to the Dashlane mobile app. Then you'll have access to Master Password reset so you can always regain access to your account with biometrics, like your fingerprint or face.
More about Master Password reset
Turn account recovery on or off
Before you can turn on account recovery for your account, your admin has to allow members of your plan to turn it on.
How admins can allow account recovery
Even after an admin allows account recovery, you still need to turn on the setting for your account so you can use it if you forget your Master Password.
If your admin has allowed account recovery since the last time you logged in, you'll see a notification prompting you to turn it on, Activate Account Recovery, or keep it off, Not now.
You can also turn it on or off anytime in your settings:
- 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.
- Select My account, Settings, and then Security settings.
- Turn on or off Account Recovery.
Note: If you don't see this option, your admin hasn't allowed account recovery for your plan.
Important! To make an account recovery request, you have to use a browser that you've already authorized. If you reinstall the Dashlane browser extension or clear your cookies on your browser, log back into Dashlane right away to authorize that browser so you can use it to make an account recovery request in the future.
Request an account recovery if you forgot your Master Password
You can make an account recovery request only if your admin has allowed this for your plan and you turned it on for your account before you forgot your Master Password.
Notes:
- You can request an account recovery from the Dashlane web app only. It's not available on the mobile app.
- To make an account recovery request, use a browser you've already authorized. Your browser is no longer authorized if you reinstalled the Dashlane extension or cleared your cookies without logging back in.
- 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. Account recovery isn't available on Safari.
- Use the same browser to request your account recovery and to log in with your new Master Password after it's been approved. Account recovery doesn't work if you switch browsers during the process.
Use these steps to make an account recovery request if you forget your Master Password:
- Select the Dashlane D icon in your browser's toolbar, select Forgot password?, and then Begin Account Recovery.
- Enter the code sent to your email or the token sent to your 2-factor authentication (2FA) app and select Verify.
- Enter a new Master Password and select Create password.
All plan admins receive the account recovery request. After an admin approves your request, you can move on to the next step.
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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.
You now have access to your Dashlane account, but you need to reauthorize your devices and browsers.
About authorized devices and browsers