Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/16/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint filing with the BBB is being lodged secondary to the fact that DASHLANE does not provide any telephone or email customer service options for personal-use clients despite the fact these options exist only for business clients (Complaint #1). My primary request (Complaint #2) is to have an account closure and refund (see attachment) for a recurring charge of $59.99 on 3/13/2023 from an account held by my deceased wife, whose passing occurred on 7/14/2022. With that said, I closed every one of my wife's accounts I was aware of with DASHLANE apparently being the exception. Of note, that lack of any private-user portal with ********************** was confirmed today by whomever answered my call to DASHLANE's phone number:**************

• Initial Complaint

  Date:01/24/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ************* ************ is in ******** ************ Has taken $89.99 OUT OF MY ACCOUNT ON 01/12.2023 and twice on 01/23/2023. I never authorized any of these 3 transactions. They don't have a phone number, so you have to talk via thru email. I have no clue to how they got my account number.

  Business Response

  Date: 02/21/2023

  Hi!

  After reviewing your case, I am happy to find the issue has been resolved successfully! Our support specialists investigated the charges, followed up with you and together confirmed the charges were fraudulent. The support specialist then quickly provided a full refund. 
  
  If you need any additional assistance, don't hesitate to reach out to our support specialists again. 
  
  Thank You.

• Initial Complaint

  Date:12/19/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  - I opened the first request for support on 11/30/2022 - I paid a premium subscription of around $70.00 - I have been locked out of the desktop password manager for about 3 weeks - without this function the premium membership is useless - Their customer support has asked me to reform the same operations over and over again with no results wasting several hours of my time and taking time from me running my business - After multiple attempts at troubleshooting, they keep giving me useless troubleshooting requests. The last was to back up my account (to my knowledge you can't do that on mobile, I only have access to mobile)- After much frustration, I want a refund of the premium membership and they said we don't offer refunds -They are not providing the service I paid for a refund should be issued

  Business Response

  Date: 12/26/2022

  Hi ******,

  Thanks for your message, but we're sorry to hear you're experiencing issues accessing your account.

  We're aware that you're currently liaising with senior members of our Support Team to organize a session to investigate things further, so we do appreciate your cooperation! We trust that the issue will be resolved following this session, but if you have any further questions or feedback, please feel free to let us know through your existing open support request. Thank you.

  Sincerely, the Dashlane Team
  

• Initial Complaint

  Date:11/28/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried to cancel my subscription to Dashlane many times, following their prompts but yet they keep charging me monthly a fee of $6.49. I have also tried contacting them via their help email but they do not respond and do not take action.For awhile they were charging me on two different cards and I had to cancel a card to get them to stop. I would like a refund of one years subscription of $77.88 and would like my subscription canceled.

  Business Response

  Date: 12/01/2022

  Hello *****, thank you for your message.

  We can confirm that a member of our team has reached out today through your existing support ticket #*******.

  In this email, we have provided a timeline of requests received relating to your account, and explained how this issue seems to have been caused by having two separate Dashlane accounts. Please be assured we have promptly responded to each request made to both accounts, and sincerely hope the situation is now resolved.
  

  Should you have any further questions or concerns, please contact us via our *********** here: ************************************* or follow up via your open support ticket.
  

  Thank you. Sincerely, the Dashlane Team

• Initial Complaint

  Date:09/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am totally locked out! No access to my passwords using the website and their App. This is my second encounter like this with Dashlane.Sadly, it all started with my new iPhone 14 Pro, I was not successful getting the Dashlane app to work on the new phone. It was still working on the old phone, so I decided to log out and delete the app from the old phone. I thought I would be able to open it on the new phone, that didnt work. Then I tried using my laptop and the Dashlane website, but that didnt work either.Now Im locked out completely.No, I never forget that password. Its the only password I need to remember so I know it by heart. Dashlanes support and customer service is nonexistent and unacceptable. The articles in their help center dont work or havent been updated.Its really a shame, this is my biggest fear, using a service like this. I have been subscribed to Dashlane *************** since 2018, almost 5 years.

  Business Response

  Date: 09/25/2022

  Hello, Thank you for your message. Referencing your support ticket #********.
  I can confirm that a member of our team has now reached out to continue investigating the issues you're experiencing accessing your account. They have also provided some further information regarding logins to your account, as we see conflicting information on our system to what you've recently been experiencing.
  Should you have any further questions or concerns, please contact us via our *********** here: ***********************************us or follow up via your open support ticket
  Thank you. Sincerely, the Dashlane Team
  

  Customer Answer

  Date: 09/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Very interesting! It is true Ive received multiple emails. Unfortunately, none of them have been able to help. *** received emails from Cat, *****, ***** and ******, between Monday and Friday of last week.  This is probably why they have conflicting information.  I done everything theyve asked me to do and Im still unable to access my Dashlane account on my new iPhone 14 Pro.

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business Response

  Date: 10/07/2022

  Hi *******,

  Sorry to hear your issue is ongoing. We can see ******, a senior member of our support team, contacted you by email on Tuesday, October 4th with further information. Can you please check for this email and get back to us when possible?

  Thank you, the Dashlane Team

• Initial Complaint

  Date:07/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a member of Dashlane, the password keeping company. Twice in the last month, they have locked me out of my account, telling me that my master password in invalid. I have used this app for several years, and now I do not have access to my passwords unless I upgrade to their premium plan. This has cause me tremendous anxiety because I have very important matters online and now I cannot get in because Dashlane has hijacked my passwords. There is no one to call and no recourse. What can I do? I can't believe that this could be legal!

  Business Response

  Date: 07/28/2022

  Hello, Thank you for your message referencing your support ticket #*******.

  I can confirm that a member of our team has now reached out to investigate your login issue further and provide further information on how Dashlane's free service operates.

  Should you have any further questions or concerns, please reply by email directly or contact us via our *********** here: ************************************* or follow up via your open support tickets.

  Thank you. Sincerely, the Dashlane Team

  
  

  Customer Answer

  Date: 07/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

   

  [Your Answer Here]

   

  No explanation has been offered as to why they would hijack my passwords and deny me access to my own passwords in order to force me to upgrade to a more expensive account. This type of abuse is wrong and must be stopped. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business Response

  Date: 08/12/2022

  Hi ******,

  We're sorry to see your complaint is ongoing and definitely want to ensure things are resolved.

  To confirm, we reached out to your @gmail.com email address on 07/28/2022 but have not yet received a response. In order to provide the account-specific information, we must contact the email address associated with your Dashlane account. In this case, that is your @gmail.com account rather than *********************************.
  
  We have now re-sent this email, and trust that the information provided will help clarify the current situation and your previous experience in regards to being asked to upgrade.

  Thank you, The Dashlane Team

• Initial Complaint

  Date:07/01/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  7/1/2022 Dashlane wont give me anything but automated answer. I have submitted two requests for a refund. You cant talk to anyone. This business should be shut down there product is horrible. They claim to have 30 day money back guarantee. I asked for a refund and cancelled my subscription the same day. I want my money back.

  Business Response

  Date: 07/04/2022

  Hello, Thank you for your message. Referencing your support ticket #*******.

  I can confirm that a member of our team has now reached out to confirm that your subscription is eligible to be canceled and refund and they have provided the steps required to do so. They have also explained that Dashlane did provide the tools required to process this cancelation and refund at the time, and how further assistance could be found if required.
  

  Should you have any further questions or concerns, please contact us via our *********** here: ************************************* or follow up via your open support tickets.

  Thank you. Sincerely, the Dashlane Team

• Initial Complaint

  Date:06/21/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have cancelled my subscription to DASHLANE over a year ago and they continue to charge my credit card for an annual subscription. No one answers the phone listed or calls back ever. It is extremely difficult to cancel on their website as the area to do this is not functioning. I have spoken and disputed the charge on my AMEX card and it still shows up.

  Business Response

  Date: 07/07/2022

  Hello, Thank you for your message referencing your support ticket #*******.

  I can confirm that a member of our team has now reached out to provide further information on the status of your case and the open dispute. Please be aware that a member of our team did reach out recently, but as we did not receive a response your request did not progress further.

  Should you have any further questions or concerns, please reply by email directly or contact us via our *********** here: ************************************* or follow up via your open support tickets.
  Thank you. Sincerely, the Dashlane Team

• Initial Complaint

  Date:05/20/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 12th I was not allowed to get back into my account without an extra level of security which was a passcode sent to me by Dashlane. I do not know the reason for this obstacle thrown at me. I have a user ID and a legitimate password that has worked for a long time up until then. I have no access to the email they were sending it to because the password to it was in the Dashlane vault. I told ***** in customer support of this. Instead of sending a passcode to the email I told him ************************ I was then required to send them a picture of my passport, yes passport, which was successful on the 7th attempt but I am still without any pathway for access. I emailed ***** at Dashlane customer support but I might hear from him every 2nd or 3rd day. I havent heard from him now since Tuesday. I need to get back into my account, retrieve all of my passwords, receive a refund for this pain and lockout they have deployed and finally end my business with them. What they have done is most inopportune because I am somewhat disabled due to a car accident (other drivers fault), and Dashlane is holding my passwords for insurance and medical portals.

  Customer Answer

  Date: 05/26/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  I discovered the source of being locked out of Dashlane being a change of a master password that I alone initiated. I never wrote down or stored the new password and so therefore I no longer had access to my password vault. This problem was solely on me. Dashlane has a Zero-Knowledge Security policy which means they have no ability to locate any of my passwords that are in the vault or the master password to open the vault. The effort put forth by ***** at Dashlane was a kind of standalone apart from what actually caused the dilemma in the first place. His effort was simply to verify my identity by requesting unreasonable methods such as sending him a picture of my passport or driver's  license and answering several question that were actually too difficult to answer. Questions were answered by me such as Date (month and day)when you last accessed your account?, ( I gave approximate dates), Two devices (name,platform, or browser) you are most active on with Dashlane? (I gave exact browsers for my PC and iPhone, Approximately how many passwords are saved in your Dashlane account? (that was impossible to determine so I said approximately 70), When your Dashlane account was created (month and year)? (that was a few years ago and without getting access to my account that was impossible to determine. I was responded to by ***** that I had only one question right and essentially to keep trying. Even somehow, miraculously I had got all the questions right, I still could not get access due to not knowing the new master password. ***** should have seen that and cut to the chase immediately and inform me that without the master password all the hoops I was demanded to jump through would not matter to begin with. This resulted in quite a lot of wasted time and aggravation.