ComplaintsforDashlane
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/13/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I have not changed my master password but suddenly I cannot log in. I had biometrics enabled on my iOS app, but one day I opened the app the find that it had logged me out. Logging in with my master password ********** me to the login page. I know its not wrong because if I use a wrong password, the text field shakes and tells me its wrong. The website says its wrong no matter what. I was locked out of my account for YOUR bug and then Im told that I have to pay if I want anyone to fix it. That basically means youre holding my account info and banking passwords for ******.Initial Complaint
07/18/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I have contacted this business by mistake. Now they are enrolling me to their paid program. They ignored all my contact attempts. They also do not have a telephone number that is working. So there is no way for me to contact them accept for the details on their webpage. I have send them several emails stating that I wish to cancel and that they must not charge me, because I have not enrolled in their program. They are just ignoring me.Initial Complaint
03/31/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
The company failed to notify me of new subscriptions they offer at half or a quarter of what I was paying for my plan which was automatically renewing, thus I was continuously getting charged $119.99 for an annual subscription without the need for such. Had they informed me (and they claim they emailed me, but on a very careful review of the 74 emails I've ever received from this company, and I never delete emails, I never got anything) from the get-go, I'd have canceled this plan and bought a cheaper one, but they just let it auto-renew and only a few weeks ago did they notify me (early March 2023) of the new pricing. I asked for a partial refund, and they refused to oblige. I consider this unethical behavior. I would like $120 back as a partial refund as this issue applied to my annual billing for 2021 and 2022. I first got the original plan in 2020. I think the company provides a good product and I remain interested in it, but they have to conduct business ethically and properly remedy such egregious behavior when it arises.Customer response
04/24/2023
Better Business Bureau:
At this time, I have not been contacted by Dashlane regarding complaint ID ********.
Sincerely,
***** *******************Initial Complaint
03/22/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On 11-12-22, I received a fraudulent charge on my bank account in the amount of $89.99. I have no clue what Dashlane is nor how they got my account information.Initial Complaint
03/16/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
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
01/24/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
************* ************ 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
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
12/19/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
- 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 issuedBusiness response
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
11/28/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
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
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
09/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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 TeamCustomer response
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
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
07/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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 response
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
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
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Customer Complaints Summary
17 total complaints in the last 3 years.
3 complaints closed in the last 12 months.