This article is for admins of professional plans and trials.
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If you don’t make a payment on your plan, or if your trial ends and you don’t buy a paid plan, your plan enters into a limited or frozen state until you make a payment or buy a plan.
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Unpaid professional plans
What happens to my plan if I don’t make a payment?
If you don’t make a payment on your professional plan, your plan enters into a grace period. This can also happen if a payment doesn’t go through or if your plan otherwise fails to renew. The grace period is 30 days.
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 grace period.
During the grace period, you retain full access to your account and can use it normally. We recommend that you use this time to make a payment, resolve any payment issues, or contact support. Admins of professional plans can contact an agent directly through the Admin Console or use the chatbot.
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After the grace period, your plan enters a limited state until you make a payment.
What happens in the limited state, after the grace period?
If you don’t make a payment on your professional plan during the grace period, your plan will become more limited until you do.
During the limited state, as an admin, you can still access all of the logins and data you stored in Dashlane. However, you can only use one device, and you can’t use your VPN. You can access your plan’s policies, but you can’t use Dark Web Management or invite new members to your plan.
What happens to plan members’ accounts in the limited state?
In the limited state, 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 policies are preserved until you make a payment.
How do I restore my plan?
To unfreeze your plan, make a payment on your plan as you normally would.
Make a payment on your Dashlane subscription
If you pay by credit card, make sure to update your credit card if it expires or changes.
If you pay by invoice, you can contact an agent directly through the Admin Console or use the chatbot.
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After your plan is restored, you and your plan members can resume using your plan as before. All policies and data are preserved.
Can I extend my grace period?
If you want to extend your grace period for a few more days to resolve any payment issues, you can contact an agent directly through the Admin Console or use the chatbot.
What if I no longer want my plan?
If you no longer want your professional plan, you can contact Support to disable automatic renewal. We can also help prepare you and your plan members to end your plan.
Admins of professional plans can contact an agent directly through the Admin Console or use the chatbot.
Ended Business trials
What if I don’t buy a plan after my trial ends?
After your Business trial ends, you can choose to extend it by seven days. If you don't purchase a paid plan in that seven-day extension, your trial plan freezes.
What happens if my trial plan freezes?
If you don’t purchase a paid plan after your seven-day grace period, your trial plan freezes.
While your trial plan is frozen, you have limited abilities in your vault and Admin Console. You can export and autofill the existing items in your vault, but you can’t add, edit, or share items, or edit your policies until you unfreeze the plan.
While your plan is frozen, members of your plan can’t access their accounts until you buy a paid plan. However, they can export their logins if you allow them to. To allow plan members to export logins, go to the Admin Console, select Policies, and then turn on Allow Export. After you turn on this policy, plan members have five days to access their accounts and export their logins before they lose access again.
What happens to members’ accounts if my trial plan freezes?
If your trial plan is frozen, members 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 policies are preserved until the plan is unfrozen.
However, they can export their logins if you allow them to. To allow plan members to export logins, go to the Admin Console, select Policies, and then turn on Allow Export. After you turn on this policy, plan members will have five days to access their accounts and export their logins before they lose access again.
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 trial plan?
To unfreeze your trial plan, buy a paid 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 policies and data are preserved.
Can I extend my grace period?
If you want to extend your grace period for a few more days to resolve any payment issues, you can contact an agent directly through the Admin Console or use the chatbot.
What if I don’t want to purchase a plan after my trial?
Admins who don't want to purchase a plan after their trial should contact an agent directly through the Admin Console or use the chatbot.
Contact an agent through the Admin Console
Chat with our bot
If you don’t delete the plan, but members want to be removed, you can still remove members, even if the trial plan is frozen.