Account recovery provides admins of Dashlane Team and Business plans with a simple and secure way to recover a member's Dashlane account if that member forgets their Master Password. This article explains the account recovery setting and how admins can allow plan members to turn on and use it.
Account recovery for members of Team and Business plans
Allow plan members to turn on account recovery
Account recovery is disabled for Team and Business plans by default, but admins can allow their plan members to turn it on at any time. After you allow the account recovery setting of your plan, any plan member that forgets their Master Password can use it to recover their account.
Note: If an admin forgets their Master Password, only another admin can approve their account recovery request. To make sure that admins have this option, have at least two admins on your plan.
Important! You can only recover a plan member’s account if you allowed this setting for your plan, and they turned it on for their own account before they forgot their Master Password.
Use these steps to allow your plan members to turn on account recovery:
- 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 Settings, Account Recovery, and then turn on Account Recovery.
- Enter your Master Password again to confirm, and then select Enable now.
Members of your plan receive a notification that the setting is allowed the next time they log in.
Approve an account recovery request
Note: To approve a plan member’s account recovery, you must have become an admin of their plan before the most recent time that the member successfully logged in to their Dashlane account. If not, contact another admin on your plan that joined earlier and ask them to approve the request instead.
Use these steps to approve an account recovery request:
- Ask your plan member to request an account recovery through Dashlane. If they already have, move to the next step.
Note: For account recovery to be available to plan members, they need to turn it on before they forget their Master Password. Even if you allowed it for their plan, they might not have turned it on.
- 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 Activity Log and then Account Recovery Requests.
- Select the accept icon, shown as a checkmark, or the reject icon, shown as an X.
Important! We recommend that you validate the member's account email before approving the request.
- Select Approve request.
FAQs about account recovery
Is account recovery secure and private?
Yes. Our patented zero-knowledge account recovery process is built on our zero-knowledge architecture, which means that both the admin and Dashlane don’t have access to plan member data throughout the process of account recovery. No Master Passwords are stored on Dashlane’s servers or shared with any admin.
Are shared items affected by account recovery?
No. Any items shared between plan members remain shared.
Do account recovery requests expire?
Why are plan members required to reauthorize devices after recovering their accounts?
When a plan member recovers their account, they have to change their Master Password. Any time a member changes their Master Password, all devices must be reauthorized to maintain security.
Can an admin approve their own recovery request?
No. We recommend having at least two admins on your plan if admins want to have the option to recover their accounts. If you only have one admin, follow our troubleshooting guide.
Can an admin disable account recovery when there’s a pending request?
How do admins know which plan members have disabled account recovery?
Dashlane will provide this level of reporting in the Admin Console in the future.