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.
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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 have not enabled the "Sync" feature in your Dashlane application, or that you are not a Dashlane Premium (or Dashlane Business) user.
It also means that your data is only stored locally, on your computer.
Remember that the web app is an online access to your account. It will show exactly what is currently synchronized on our servers, using your browser.
This means that:
- To access your data from a browser, you first need to activate Sync in the desktop application.
Why are one or several credentials missing from the web app?
If any credentials are missing from the web app but are there in your Dashlane application, please clear the cache of your browser, delete all your cookies, and completely close your browser. Also, try a bit later if you have just synchronized your data, as it may sometimes require a few minutes before everything has been completely updated.
It also may be that your Dashlane application isn't syncing as it should. What you can try to do is forcing the sync feature, by following the instructions below:
- 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"
If these credentials are still missing from the web app, close any open Dashlane applications and contact us as your earliest convenience, so we can have a look at what is going on!
On the other hand, if some credentials are on the web app, but do not appear on one of your devices, and if you have already made sure that you are connected with the same Dashlane account to the web app and to the Dashlane app on your device, please close any open Dashlane applications and contact us immediately, so we can have a look at what is going on!