If you encounter a problem when using Dashlane's web app, the answers to these questions may help resolve it.
If the issue you have is not addressed below, please contact User Support.
How does the web access work? Is my data decrypted online?
The way you log in to the web app is exactly the same as when you log in to the Dashlane application.
First, the computer is authenticated, then the encrypted data is downloaded on your hard drive, and only then is the data decrypted locally on your device with your Master Password.
Can I use the web app on Internet Explorer?
No. The Dashlane web app is unavailable on Internet Explorer. We invite you to use Chrome, Firefox, or Edge.
Why did I get the message "Access your passwords on the web"?
If you get the message "Access your passwords on the web" when reaching the web app, then it means that you are not a Dashlane Premium or Dashlane Business user.
Note that if you're on the web app on the same device you normally use to access Dashlane, you can still see your passwords there.
Why are one or several credentials missing from the web app?
If any credentials are in your Dashlane app but are missing from the web app, or on the web app but not in your app, you're most likely having an issue with synchronizing your app.
The first thing to try is to force a sync:
- If you are using Dashlane on a desktop device, go to the Sync menu and click on "Sync now"
- If you are using Dashlane on iOS, log out of your Dashlane account then log back in
- If you are using Dashlane on Android, go to the app "Settings", scroll down and tap on "Sync now"
Normally the sync should happen virtually right away, but you might give it a few minutes just in case.
If you still have an issue, please consult our sync troubleshooting page here.