This article is about billing problems with personal plans.
If you're the admin of a professional plan, visit this article instead
You can usually solve this problem by logging out of Dashlane and back in again.
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Log out of Dashlane
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 logging out. Otherwise, you could lose access to your data. You can also try closing and reopening your browser instead of logging out.
What happens if I'm logged out of my passwordless account on all devices? -
Log back in to Dashlane
Important: Make sure to log in with the same email address you used to buy your subscription.
- Check which plan is showing up in your app—Free, Premium, or Friends & Family
Still having problems?
If you don't see the name of the plan you paid for after logging out and logging back in, you can get help through our support chatbot. Open the chatbot by selecting the chat 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. A support ticket will be opened, and you'll be contacted by email.
Learn how to use our support chatbot
Our Customer Support team needs specific info depending on where you paid for Dashlane.
You might need to take a screenshot of your Dashlane receipt or Google or Apple receipt, depending on where you paid for Dashlane. Make sure all details of the receipt are visible.
If you bought your plan on our website, we need this information:
- The date you bought your plan and how much you paid
- The last four digits of the credit card you used, the expiration date, and the full name on the card
- The transaction number on your PayPal receipt if you paid with PayPal
If you bought your plan in the Google Play Store, we need this information:
- The email address you use to log in to Dashlane
- The login of the Google account you use to access Google Play if you paid in the Google Play Store
- The Google Play transaction ID, which looks like this example—GPA.1234-4567-8901-23456—which you can find on the Google receipt
If you bought your plan in the Apple App Store, we need this information:
- The email address you use as your Apple ID
- Any other Apple IDs in the past two years
- The email address you use to access your Dashlane account
- Any other email addresses you use