This page concerns users not on iOS 12. If you visited Using Dashlane to autofill passwords with iOS 12 and followed the setup there, and you are still encountering problems autofilling passwords, please contact our User Support.
Dashlane isn't automatically filling in the password on one of your online accounts, or isn't filling in forms on the web?
First, please make sure you are using the latest version of Dashlane available. See our How to update Dashlane page for more details.
There are several reasons this might occur. To solve the problem, please verify the following, in this order:
1. Is everything installed and set up properly?
As the Dashlane Browser is already a part of the Dashlane app, there is nothing to do in addition to installing the app in order to get it set up. It will provide the best experience in terms of autofill on iOS.
Safari and Chrome extensions
In order to have Dashlane autofill forms in Safari or Chrome, installing our extension in these browsers will be required. It will only take a few steps to get set up but the experience won't be as good as in Dashlane Browser as the extension will need to be triggered manually in order to get forms autofilled.
For more information on how to add Dashlane to your browsers, please click here.
Other iOS apps
On iOS, Dashlane can also autofill your login information in the most popular iOS apps.
The rest of this article will be focused on autofill in web browsers, but for more information on how to use Dashlane in iOS apps, please click here.
2. Are the form fields being detected?
Now we need to verify that Dashlane successfully identified the fields on the page.
The first step is checking the presence of impalas (our mascot), teal or gray, in the fields that you're trying to autofill. More information on the different impala colors is here.
If all the fields have teal impalas but the wrong information is autofilled or if one of the fields is missing an impala, you will need to report the website using the "Contact us" button at the bottom of the page, and in that case you can likely ignore the rest of this article.
Safari and Chrome
As mentioned above, Dashlane will not autofill forms automatically in Safari and Chrome but will instead require you to manually trigger the extension.
Since the fields will not be detected automatically, you will need to trigger the extension when the page you want autofilled is fully loaded in the browser.
For more information on how to use Dashlane in Safari and Chrome, please click here.
3. Is the correct information stored in your Dashlane?
Even if Dashlane is installed, working, and even if Dashlane successfully detected the fields on the page, the autofill will not work properly if the right information is not stored in Dashlane.
The first thing to check, in the case of a login form, is the website URL. If the URL of the page you want autofilled does not match the URL of your credential in Dashlane, the autofill will not trigger. The best way to make sure that it is correct is to manually go to the login page, copy the URL and paste it in the credential saved in Dashlane.
The email address, login and password stored in Dashlane for the online account must be correct as well. Otherwise, it will not prevent the autofill from working but will cause the authentication to fail.
We also recommend to add as many pieces of information as possible into Dashlane to get the best autofill experience. Postal address, email address, phone number, name, IDs, payment methods and more can be saved in Dashlane and then autofilled on the web.
4. Other issues and their workarounds
Special cases (taxes, Social Security, etc...)
In some cases, autofilling a login form will be more complex than expected.
Indeed, Dashlane usually gets the information to use for autofill from the Passwords section of the app but sometimes the information required to log in to the online account is stored in a different section.
For example, when logging in to your Social Security account, the Social Security number stored in the IDs section will be needed. In this case, both creating the credential in the Passwords section (with the social security number as a login) and creating the social security card in the IDs section will be required to have the proper autofill experience on the website.
Getting rid of obsolete duplicate credentials
If the autofill issue you are facing is the inability to get into one of your online accounts because you have multiple (duplicate) credentials for the same website and you don't know which one is correct, we recommend removing the duplicate passwords using the method described in How to clean duplicate passwords.
Virtual keyboards are mostly used on banking or other financial websites, and are not currently supported by Dashlane, so will not autofill. However, most of the time, the virtual keyboard is used for the password but the login field is a regular one that can be autofilled by Dashlane.
Therefore, you can manually create a credential in Dashlane with the correct URL and at least the login. You will then be able to have Dashlane autofill your login on these websites and use the virtual keyboard to manually confirm the password.
HTTP Basic and Digest
HTTP authentication is a specific type of login experience which goes through a pop-up that seems to be generated by the browser itself instead of the website.
For more information on HTTP authentication, please click here.