We do our best to handle all websites. But sometimes the way a website is built means Dashlane may not be able to log you in automatically or save your credentials. Here's what's happening, and what you can do.
- Troubleshooting why Dashlane isn't working on a specific site
- How to fix issues with Dashlane on a specific site
Troubleshooting why Dashlane isn't working properly on a specific site
First, please go through this quick checklist if Dashlane is not autofilling a website correctly:
- Make sure that Dashlane is working in your browser. You should see the Dashlane icon in your browser, and it should be dark green to show that you are logged in (except in Safari, where the icon will be dark gray).
- Check that there is a Dashlane D icon in the fields in question. A dark green Dashlane D means that Dashlane has both detected the field and has the data needed to fill it. If the Dashlane D icons are gray it means, that though Dashlane has detected the field, it cannot find the corresponding data in your Dashlane account. See here for more details about the Dashlane D icon colors.
- You have tried refreshing the page.
- You have tried logging in to this site from another browser (if possible) or by closing and reopening your browser.
- Please check that one of the following is not true:
- You're using a form with a virtual keyboard, also referred to as an on-screen keyboard. We can only provide limited support for these forms. On most websites, if you already have a credential in Dashlane (see how to add a credential to Dashlane), we will autofill your login. However we won't be able to autofill the password or click the login button, as those actions are meant by the site to be carried out manually.
- You're trying to autofill a captcha code. Dashlane cannot autofill captcha codes since these are temporary codes generated by the website.
- You're trying to log in to a site using Flash or SilverLight. Right-click the login field to see if this is the case.
Note that for security reasons, Dashlane will not automatically fill in your information inside an iframe, though you can manually trigger Dashlane to do so.
How to fix issues with Dashlane on a specific site
Correct and customize Dashlane's autofill in your browser
If you use the Dashlane web extension, and you come across a website or page that Dashlane cannot or did not analyze properly, you can change the information type you want to fill into a field yourself. Then, the next time you come to the site, it will autofill the information you chose. And the feature learns over time from corrections made by other Dashlane users.
If Dashlane has autofilled the wrong information on one or multiple fields, simply click on this field and you should see a new option: "Experiencing an autofill issue? Fix it now."
Click it, and you will then be able to choose the information type that Dashlane will use to autofill your data. For instance, in the example above, Dashlane autofilled a phone number into a First name field. In order to fix it, choose the Identity information type, then First name. You will see the change applied right away!
- You will not be able to choose the actual data that Dashlane will autofill, only the type of data. As usual, the data that is proposed for autofill is based on the information you have in your Dashlane account.
- When you choose a new information type, Dashlane will remember the change on that device and browser. These personal preferences are stored in your browser's cache.
- In the list of data types, you can choose an option called "Nothing." Though remember that if you use this option, Dashlane will no longer autofill your data in this particular field.