If you can't log in to your Dashlane account, the solution depends on what's causing the problem. Go to the section of this article for the problem you're having, and we'll walk you through some steps to try to get you back into your account.
I can't log in and don't know why
If you can't log in but don't know what the problem is, try these steps first.
Check your email address and password
- Make sure you're entering the correct email address for your Dashlane account. Even when you change your contact email, you always log in with the email address that you used to create the account.
- Check the email address for typos and extra spaces.
- Enter your Master Password, select the Show icon, shown as an eye, and check for typos or extra spaces. Select the icon again to hide your Master Password.
Note: If you're using a device with Dashlane for the first time, you'll need to authenticate the device, so we know it belongs to you. We'll send a verification code or token to your email or mobile device.
More about codes and tokens
Try other email addresses and passwords
When you're checking your email and password, remember these things:
- Sometimes customers create more than one Dashlane account with different email addresses. Make sure you're using the right address to log in.
- Your contact email can be different than the email address you use to log in. Make sure you log in with the email address you used to create your account.
- Customers can change their Master Password. Try to remember if you've changed your password recently.
Try other devices and browsers
The device or browser you're using can cause login problems. Also, you might still be logged in to Dashlane on another device or browser.
Check whether you can access Dashlane on another device or browser:
- Try all computers and mobile devices that you use
- Try every browser on your computer or mobile device
- Try logging in to "app.dashlane.com" in a private browser window or in incognito mode
Important: If you can access Dashlane on another device or browser, save your data to a secure DASH file immediately. Then you won't lose your data if you reset your account.
Back up your data with a DASH file
Other options
You might have a temporary problem with the app or browser you're using with Dashlane. Sometimes these simple solutions can solve login problems.
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
You can also try uninstalling and then reinstalling our app on the device where you're having the problem.
Uninstall Dashlane
After each step, try to log in to Dashlane again.
My verification code or 2FA token isn't working
If you're having problems using a verification code sent to you by email or a 2-factor authentication (2FA) token sent to an authenticator app on your phone, we have a separate article with possible solutions.
Read our article on problems with codes and tokens
I can't unlock my app with my biometrics
Depending on your settings and device, you can set up Dashlane to unlock the app with your face, fingerprint, or security key. You can also use PIN codes and passcodes to unlock the app. If you're having trouble unlocking the app in one of these ways, try resetting the unlock feature.
- Turn off the feature in the Dashlane app you're using.
Web app | Safari app | iOS (Apple) app | Android app - Turn off the feature in the settings of your computer or mobile device.
- Restart your device.
- Turn the feature back on in your device settings.
- Turn the feature back on your Dashlane app's settings.
Problems with the Dashlane Free device limit
With our Dashlane Free plan, you can access your data on one device at a time. To use a new device, you need to unlink the one you were using before. When you unlink a device, we remove your logins and personal info from that device and transfer the data to the new device.
Want to learn more about linking and unlinking devices with Dashlane Free?
Use Dashlane Free on one device at a time
I forgot my Master Password
You need your Master Password to access your Dashlane account. For security reasons, Dashlane never stores or shares your Master Password. No one at Dashlane knows your Master Password, and we can't send you your password if you forget it.
If you've forgotten your Master Password, you may need to reset your account, which erases all the data you've saved in Dashlane. But we can explore some ways to avoid losing data before you reset your account.
What to do when you forget your Master password
Other problems
If you didn't find an answer to your login problem in this article, contact Customer Support. Make sure to describe the problem you're having and the steps you've tried so far to fix the problem.