When you change a shared item, the information updates for everyone who shares that item, so everyone has the most up-to-date version. Occasionally, you and your recipients might experience sync issues, and the item doesn't update for everyone. Your recipients might also not receive the shared item immediately.

Try the following steps to rule out some possible causes for the issues you may experience when you try to share or receive items.

Check out the steps for sharing an item

To share items with a Dashlane user for the first time, enter the person's full email address and select Add new contact. The person appears in the contact list only after the first share.

Trigger a manual sync for your account

1. Edit one of the items you tried to share. For example, add a note to a login's Note field or add a character to the item's name and select Save.
2. Save the changes.
3. Manually force a sync in one of these ways:
   • Select the Dashlane D icon in your browser’s toolbar and enter your Master Password if prompted. In the bottom menu of the extension pop-up, select Sync, shown as circling arrows.
   • In the web app, open the Vault menu in the top left of the app. In the Settings menu, select Sync now.
4. Try to share the item again.

An item isn't showing up for a specific person

1. Confirm that the item is shared with the person.
   • Go to that specific item and select the Shared access tab. You'll see a list of all the people and groups that you shared the item with.
2. Force another sync.
   • Make a small change to the item to force a sync. For example, add a note to a login's Note field or add a character to the item's name and select Save.
3. Revoke and reshare.
   1. In the web app, select the specific item to open the details panel, and then select the Shared access tab.
   2. Select the 3-dot menu next to the person or group's name
   3. Select Revoke access. Select Revoke access again to confirm.
   4. Share the item with the affected person again.

Sharing groups for professional plans

If you're a member of a Dashlane plan through your organization and don't have access to a specific sharing group, your account hasn't been added to the group. Check with your admin so that they can invite you to the sharing group. If you've been invited, be sure to accept the invitation to the sharing group.

Admins and Group Managers aren't required to be members of the groups they create. If they want to be part of a group, they need to invite their own email address to the group.

Admin: Creating and managing sharing groups
Members: Share multiple items with multiple people with sharing groups

My data isn't showing up on a specific device

1. Make sure you're logged in with the same Dashlane account on all your devices.

   Check which Dashlane account you're logged in with

2. Log out and log back in on any devices you think might be affected. Logging out and logging in can fix most sync problems.

   Log out of Dashlane
   Log in to 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?

3. If logging out and logging in again doesn't resolve your issue, you can take steps to determine which device is causing the problem. Remove that device from the list of devices you've added to Dashlane. Then log in on the device again.

   Find out which device is having the sync problem
   Remove synced devices
   Log in to Dashlane

Reinstall the Dashlane browser extension

1. To remove the extension, right-click the Dashlane D in your browser toolbar. In the menu, select the option to remove the extension from your browser.
2. Install it again using this link: https://www.dashlane.com/extension/standalone
3. For Edge or Chrome, select the Extensions icon, shown as a puzzle piece or a cardboard box. Select the Pin icon to pin the extension to the toolbar. For Firefox, select the Extensions menu, shown as a puzzle piece. Select the gear icon for Dashlane, and select Pin to Toolbar.

Install and pin the Dashlane browser extension

Clear the browser's cache and cookies

You may experience a temporary issue with the app or browser you're using with Dashlane. We recommend trying these possible solutions.

Make sure you have the most recent version of your browser:
Google Chrome  |  Microsoft Edge  |  Firefox  |  Safari

Clear cache, cookies, and browsing history in your browser:
Google Chrome  |  Microsoft Edge  |  Firefox  |  Safari