Dashy verifies your account status using the email address you provide when starting a conversation. If you have a Dashlane account, make sure to enter the email address you use to log in to Dashlane even if it's not your primary email address.

• If you are part of a plan or free trial, Dashy can connect you with an agent at any time.
• If you're using Dashlane Free or still need an account, Dashy connects you with an agent only in specific circumstances.

  More about the Free plan
  Upgrade to Premium

Depending on the day and time, our chatbot can connect you with an agent in English, French, German, or Spanish. Depending on agent availability, you might have to wait a short time for a response.

• Send a message to support: If the chatbot can't help you, Dashy can send your issue to support to open a ticket. An agent will reach out to you at the email address you provide.
• Chat live with an agent: When live chat is available, Dashy can connect you with an agent.

Chat is typically available Monday through Friday, 9 AM to 6 PM ET, but we might adjust chat hours based on agent availability or chat volume.

If you receive an error message when trying to chat with an agent, you must change your third-party cookie settings.
How to manage your third-party browser cookies

These options are available only in the Admin Console for professional plan admins. These options aren't available in the Dashlane app or to plan members or customers with a personal plan, like Dashlane Premium.

Using the Contact Support option in the Admin Console, admins have additional contact options depending on their plan. To access these options:

1. Log in to the Admin Console
   More ways to open the Admin Console
2. From the Account menu, select Contact Support. A pop-up presents your options.

For all admins

All admins can open a ticket through the chatbot without any back-and-forth with the chatbot by selecting Send message. This option opens this Help Center article and the chatbot, where you enter the email address associated with your Dashlane admin account and describe the issue you are facing to see the available contact options.

Admins of Dashlane Business and Business Plus plans

Admins of Dashlane Business and Business Plus plans can Send message or schedule a call with an agent by selecting Request a call with an agent. A Calendly form with the available times opens.

Upgrade to Dashlane Business or Business Plus

You can schedule calls in English only Monday through Friday, 9 AM to 6 PM ET. If you don't see a suitable time slot or prefer to communicate in French, German, or Spanish, you can open a ticket instead.

Once scheduled, you'll receive a confirmation email with a Zoom link. The agent might ask you to share your screen during the call to better assist you.
What is Zoom?

To help us address your issue or question, gather as many relevant details as you can:

• A detailed description of the problem or question
• The device, app, and browser you're using
• Your Dashlane plan
• Any steps you've tried to solve your problem
• Any error messages you've encountered
• Relevant images of what you're seeing—but make sure the images don't include personal information
• Any other information that might help resolve your problem

We might ask follow-up questions while troubleshooting. More than one person might need to help and communicate with you. We appreciate your patience and willingness to provide the details needed to address your issue quickly.

Dashy can answer questions or walk you through solutions, but it can't make changes to your account. When necessary, Dashy can connect you with an agent.

1. Select the Chat with bot iconin the lower right corner of this page.
2. Dashy asks for your email address to verify your account. If you have a Dashlane account, make sure to enter the email address you use to log in to Dashlane even if it's not your primary email address. You'll receive emails from us only if you request help from an agent.
3. Dashy asks how it can help you. Enter a brief description. Don't include emojis, screenshots, links, or videos. You can also select one of the suggestions.

   

4. Press Enter or Return to start the conversation.

   Based on your description, Dashy might ask questions or offer suggestions. You can enter more information or make a selection and press Enter or Return to continue the conversation.

   Dashy might also ask you to visit a Help Center article where you can follow steps for common workflows, like upgrading your plan. Select the link to open the article.

5. Let Dashy know whether you found a solution. Your feedback helps Dashy provide better information now and improve future interactions.
   • If you found a solution, select Yes, shown as a thumbs-up. If you don't need more help, you can end the conversation.

     Select the X icon in the upper-right corner of the chatbot to end the chat and close the pop-up.

   • If you didn't find a solution, select No, shown as a thumbs-down. Dashy will ask you to rephrase your issue or question and provide new suggestions.

     

   You can select Start over below the Message box to restart the chat when available.

   When you close your browser tab and want to open the chatbot again, you start in a new pop-up. You can't go back to a previous conversation. You'll need to enter your email address again.

Tip: Select the 3-dot menu in the upper-left corner of the chatbot to access the Settings menu. Here, you can control the sound, change the language, and request a transcript of your chat.

We want everyone to help keep our communication positive, inclusive, and respectful:

• Use welcoming and inclusive language
• Show empathy toward others
• Respect diversity and be tolerant of differences
• Be polite

Examples of unacceptable behaviors by participants include:

• Language containing obscenities, insults, or sexual references
• Language intended to attack, ridicule, harass, or threaten others
• Language or links to or images of anything a reasonable person would consider obscene, offensive, insulting, sexually explicit, or abusive
• Any other language or behaviors a reasonable person would consider inappropriate in a professional setting

If your request contains language that goes against these guidelines, we'll notify you and close the request. You'll need to open a new request that follows these guidelines and maintains respectful communication.

Threats of physical violence or harm directed at Dashlane employees may result in more serious consequences, including referral to civil authorities.