This article is for admins of Starter, Team, and Business plans and trials.
If you don’t make a payment on your plan, or if your trial ends and you don’t purchase a plan, your plan enters into a grace period and then is frozen. To unfreeze your plan, buy a plan or make a payment on your existing plan.
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What happens to my plan if I don’t make a payment?
If you don’t make a payment on your Starter, Team, or Business plan, your plan enters into a 30-day grace period. After that grace period, your plan freezes until you make a payment. This can also happen if a payment doesn’t go through or if your plan otherwise fails to renew.
Note: If you pay with a credit card, Dashlane attempts to charge your card two days before your renewal date. If that payment fails, you enter into the 30-day grace period.
What happens after my Team or Business plan trial ends?
After your Team or Business trial ends, you have 30 days to purchase a plan. If you don’t purchase a plan in that 30-day grace period, your plan freezes.
What happens during the 30-day grace period?
If you don’t make a payment, don’t renew, or don’t purchase a plan after a trial, your plan enters into a 30-day grace period. During this 30-day grace period, you retain full access to your account and can use it normally. We recommend that you use this time to resolve any payment issues or contact the Customer Support team for payment help.
If you no longer want your Starter, Team, or Business plan, contact our Customer Support team so we can disable automatic renewal and help prepare you and your plan members to end your plan.
Can I extend my grace period?
If you want to extend your grace period for a few more days to resolve any payment issues, the Customer Support team can help.
What happens if my plan freezes?
If you don’t make a payment, don’t renew, or don’t purchase a plan after a trial, your plan freezes after the 30-day grace period. While your plan is frozen, your data remains secure and your settings are preserved until the plan is unfrozen. You can’t access the Admin Console and your plan members can’t access their accounts until you make a payment and unfreeze your plan.
You can tell if your account if frozen because you can’t access the Admin Console. Instead, you see a pop-up prompting you to Buy Dashlane.
What happens to plan members’ accounts if my plan freezes?
If your plan is frozen, members of your plan can’t log in to their Dashlane accounts at all. If they attempt to log in, they see an error telling them to contact you, the plan admin. Their data remains secure and their settings are preserved until the plan is unfrozen.
Important: Plan members can’t access the data in their account, including their personal logins, until you unfreeze the account.
How do I unfreeze my plan?
To unfreeze your plan, buy a plan or make a payment on your existing plan:
- Select the Dashlane D icon in your browser’s toolbar and enter your admin Master Password if prompted. In the extension pop-up, select More and then Open the Admin Console.
- Select Buy Dashlane in the pop-up that appears.
After your plan is unfrozen, you and your plan members can resume using your plan as before. All settings and data are preserved.