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 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.
What is a Dashlane Master Password?
Note: If you're using a device with Dashlane for the first time, you 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.
Use Dashlane on a new device
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
Contact your plan admin
If you're a member of a Starter, Team, or Business plan, check with your plan admin to see if the plan has been frozen. If the plan is frozen, you can't log in until it's unfrozen by the admin.
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 a problem logging in.
Uninstall Dashlane
After each step, try to log in to Dashlane again.
I forgot my Master Password
You need your Master Password to verify your identity and access your data. 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.
What is a Dashlane Master Password?
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 walk you through some steps to try to avoid losing data before you reset your account. You'll find some of the same steps listed previously in this article, with others that may apply to your situation.
What to do when you forget your Master password
Other login problems
I'm getting an error message when I try to log in
If you're getting an error message like “Something went wrong” when logging in, you might need to update Dashlane. To keep your data secure, we deactivate older versions of our apps. Make sure to keep Dashlane updated to take advantage of the full benefits of our apps.
If you're a member of a Starter, Team, or Business plan, check with your plan admin to see if the plan has been frozen. If the plan is frozen, you can't log in until it's unfrozen by the admin.
Update your Dashlane app
Check the minimum requirements for Dashlane
More about frozen Starter, Team, and Business plans
If you continue to get the error, try uninstalling and reinstalling Dashlane.
- Uninstall your Dashlane app
- Reinstall your Dashlane app:
Web extension | Android app | iOS (Apple) app
When you uninstall Dashlane, certain settings turn off automatically, including Biometric unlock, local unlock, and Biometric recovery. You'll need to turn these back on again after reinstalling. Admin-assisted recovery won't be turned off, but you'll need to authenticate your device again to use this feature.
Biometric unlock for Android | Biometric unlock for iOS (Apple)
Local unlock for the web app
Biometric recovery for Android and iOS (Apple)
Admin-assisted recovery
My code or token isn't working
When you log in to Dashlane on a new device, Dashlane sends a verification code to your contact email address. If you've turned on 2-factor authentication (2FA), we send a 6-digit token to the authenticator app on your mobile device instead. We send 2FA tokens every time you log in or when you log in on a new device, depending on your settings.
Select the type of login you're having problems with.
My verification code doesn't work
If you see a message saying "Invalid verification code," try logging in again to have a new code sent to you. The verification code becomes invalid after three hours.
I can't find my verification code
If you don't see the verification code in your inbox, make sure you're checking the correct email address. We send verification codes to your contact email address, which may be different from the address you use to log in to Dashlane.
You can also check your spam folder and other folders. If you still can't find the code, add no-reply@dashlane.com to your contacts and log in to Dashlane again. We'll send you a new code. If none of these solutions work, we recommend you change your contact email address and then log in again.
I can't access my contact email account
If you're having trouble getting into your contact email account, try resetting your email password with your email provider. You can also change your contact email address in Dashlane and then log in again.
My 2FA token doesn't work
If your 2FA token doesn't work, check the time settings on your devices—the one that generates the tokens and the one that you're trying to log in to. Tokens expire every 30 seconds, so you must set the two devices to exactly the same time.
I lost my phone and can't access my authenticator app
2FA tokens are stored in an authenticator app on your mobile device. If you lose this device, you need to turn off 2FA using the "recovery codes" we sent you when you first turned on 2FA for your Dashlane account. If you don't have your recovery codes, we can send you additional codes by text message.
Learn more about recovery codes
I can't unlock the app with 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 a PIN code 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 in your Dashlane app 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?
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.