My security code (or two-factor authentication code) is said to be incorrect
When opening your Dashlane account on a new device, or when signing in to the Web app on our site, you will be asked to authenticate the access with a 6-digit security code or with your Two-Factor Authentication code.
If you try to log in to your Dashlane account, using either an invalid security code or two-factor authentication code, or using a wrong master password, too many times in a row then your account will be blocked. In this case, click the Contact us button at the bottom of the page.
If you are using the 6-digit security code sent to your email address
By default, a 6-digit code is sent to your email address. Note that your contact email address can be changed from inside the application on Windows (using the Tools → Preferences → Account menu) and Mac OS X (using the Dashlane → Preferences → Account menu).
What you can do if the security code does not work:
Try with a new security code. You can get a new security code by clicking on the Resend button on the login box, or by quitting Dashlane and trying to open your account once again.
Also check your Spam / Junk mail folder in case the new security code ended up there.
Please refer to this article for more info: How do I use my account on a new device, or after reinstalling my computer?
If you are using the temporary code generated by your Two-Factor Authentication app
You need to keep your Dashlane entry in the Two-Factor Authentication app so that you can get a new code every time you log in or add a new device. Make sure you are using the code for Dashlane and not for another app.
If you don't have this entry in your Two-Factor Authentication app anymore, then you need to disable your Two-Factor Authentication using one of these two methods:
- When you set up your Two-Factor Authentication, ten back-up codes have been generated and displayed at the end of the process. If you saved them somewhere, you can use one of these instead of your Two-Factor Authentication code to log in to Dashlane again. And remember that a back-up code can only be used once.
- To get more backup codes, please enter your email address directly on this page or using the link below. We will automatically text you more backup codes to your backup phone number.
When you have these backup codes, here is how to disable Two-Factor Authentication:
- Open Dashlane on the desktop application (Windows or Mac OS X)
- Enter your master password and click on log in
- If required on the next window, use one of the back-up codes (it depends on which setting you chose for Two-Factor Authentication)
- Then open the Preferences (using the menu Tools → Preferences on Windows, or the menu Dashlane → Preferences on Mac OS X) and go to the Security tab
- Click on the lock icon at the bottom left to be able to edit the preferences
- Disable Two-Factor Authentication here and use a second back-up code to confirm
Note that Two-Factor Authentication cannot be disabled on iOS or Android for now.
If you're still having trouble logging in or you need your account unblocked, please contact us.