Admin-assisted recovery isn't available to Business plan members using single sign-on (SSO). SSO means you use one login application to access Dashlane and other work accounts. Instead of a Master Password, you use your regular work password to log in to Dashlane. If you don't know whether you have SSO, ask your manager or plan admin.
Admin-assisted recovery provides admins of Dashlane Starter, 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 how admins can manage the admin-assisted recovery setting.
Admin-assisted recovery for members of Starter, Team, and Business plans
Note: To use admin-assisted recovery, a member of your plan has to turn it on or activate it when prompted before they forget their Master Password. If a member didn't turn on admin-assisted recovery before they forgot their Master Password, they won't be able to use this option to regain access to their account.
How plan members can turn on admin-assisted recovery
Once enabled, the member must still be part of your team to send a recovery request, as this feature is disabled after the member is removed from the plan.
In addition to admin-assisted recovery, members can set up the account recovery key to help regain access to their accounts if they forget their Master Password. Members can also download and log in to the Dashlane mobile app. If members turn on biometrics and Biometric recovery in the mobile app, they can reset their Master Password using their fingerprint or face.
More about Dashlane's account recovery options
If a member has forgotten their Master Password and hasn't turned on a recovery method, the member may need to reset their account, which erases all the data they've saved in Dashlane. When a member resets their account, they're also removed from the plan and need to be re-invited by an admin. The member can follow the steps in our troubleshooting article to see if they're able to log in. If a member loses access to their 2-factor authentication (2FA) tokens, you can generate the 2FA tokens for them.
I forgot my Master Password
More about generating tokens
Turn admin-assisted recovery on or off for your plan
Admin-assisted recovery is on for all Starter, Team, and Business plans by default. With the setting turned on, any member of your plan can turn on it on for their own account, and then use it to recover their account if they forget their Master Password.
As an admin, you can turn it on or off for your 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 Settings, Account Recovery, and then turn off Admin-assisted recovery.
- Enter your Master Password to confirm and select Enable now.
Note: You can only recover a plan member's account if they turned on admin-assisted recovery for their own account before they forgot their Master Password.
How plan members can turn on admin-assisted recovery
If an admin forgets their Master Password, only another admin can approve their admin-assisted recovery request. To ensure that admins have this option, have at least two admins on your plan.
Approve an admin-assisted recovery request
To approve a plan member's admin-assisted recovery, you must have become an admin of their plan before the most recent time the member successfully logged in to their Dashlane account. If you're not, contact another admin on your plan that joined earlier and ask them to approve the request instead.
Use these steps to approve an admin-assisted recovery request:
- Ask your plan member to request admin-assisted recovery through Dashlane. If they already have, move to the next step.
How plan members can request an admin-assisted recovery
Note: For admin-assisted recovery to be available to plan members, they need to turn on this recovery option before they forget their Master Password. Even if you allowed admin-assisted recovery for their plan, they might not have turned on the option for their own account.
How plan members can turn on admin-assisted 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 Activity Log and then Account Recovery Requests.
- Select the accept icon, shown as a checkmark, or the reject icon, shown as an X.
Note: We recommend that you validate the member's account email before approving the request.
- Select Approve request.
FAQs about admin-assisted recovery
Is admin-assisted recovery secure and private?
Yes. Our patented zero-knowledge account recovery process is built on our zero-knowledge architecture, which means that neither the admin nor Dashlane have access to plan member data throughout the admin-assisted recovery process. No Master Passwords are stored on Dashlane's servers or shared with any admin.
More about Dashlane's zero-knowledge architecture
Are shared items affected by admin-assisted recovery?
No. Any items shared between plan members remain shared.
Do admin-assisted recovery requests expire?
No.
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. To maintain security, members must reauthorize all their devices after they change their Master Password.
More about adding devices and browsers in Dashlane
Can an admin approve their own admin-assisted 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.
Add an admin to a plan
Forgot Master Password troubleshooting
Can an admin disable admin-assisted recovery when there's a pending request?
No.
How do admins know which plan members have disabled admin-assisted recovery?
Dashlane will provide this level of reporting in the Admin Console in the future.