Saying Password Incorrect

Went to sign in today to Dashlane and told password incorrect.  Last used 2 days ago and all was fine.  Went through all the "show" and double checked everything and all is okay.  Haven't changed the password in years!  Sure hoping all is not lost.  My "life" is in there.  Really beginning to wish I'd never used a password app.  :(  Any help would be appreciated.  Have written support but not heard back yet.
Becky WrightAsked:
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JohnBusiness Consultant (Owner)Commented:
Becky WrightAuthor Commented:
Thank you but I have already been there several times and checked everything they say to check - including "show" password.
JohnBusiness Consultant (Owner)Commented:
Thank you for the update. Your only option now is Dashlane Support. It is Sunday as we discuss this and they may not respond until tomorrow.

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Andrew LeniartIT Consultant & Freelance JournalistCommented:
This may be stating the obvious, but two things I've often seen as a cause for a known password to fail.

1. Check to make sure your Caps Lock key isn't enabled.
2. Rather than use the number pad on your keyboard to enter any numeric values of your password, use the numbers on the top of your keyboard as often the Num Lock key can be deactivated and not entering anything when pressed.

Can you log into your Dashlane account via a web browser? If you can, then you have a corruption in your local install and all is not lost. You will be able to recover with the help of support.

Finally, as a last-ditch effort, type your password into notepad (don't use Microsoft Word) so you can visibly verify it has been entered correctly. Copy (or cut) it from notepad and then paste it into Dashlane's Master Password prompt. If that doesn't work, then something serious has gone wrong.

Have written support but not heard back yet.

Unfortunately, when it comes to your Master Password, support will be unable to do anything to help you recover if you have indeed forgotten it, or if you accidentally changed it.

Hope that's helpful.

Regards, Andrew
Becky WrightAuthor Commented:
Hi Andrew.  Number 1 and 2 have been checked over and over.  The password line has a "show" button that lets you see exactly what you've entered.  I HAVE been able to sign in from their "help" page.... A new tab (page) opens showing most of the normal categories on the left although "passwords" shows a lock.  Other than that it recognizes me and my account.  (when it signs in the page that comes up is "subscribe to premium for $39 a year or something as if it would unlock if I did...lol  Do you think I should uninstall and reinstall the program perhaps??  And "no" on the forgot it....lol.  Don't see how I could have accidentally changed it.  I used it last 2 days ago.  The only thing I could think of was that maybe one of those "forced" windows updates had corrupted it so I did a system restore back to 2/14.  Didn't help....  Anyway, have still not heard back from them but think I might try the reinstall route.  What do you think?   Thanks!
Andrew LeniartIT Consultant & Freelance JournalistCommented:
Hi Becky,

Try this first.

Open an elevated command prompt and using the following command. chkdsk /f When prompted, answer Y to a restart.

If there is a file system error, that command should clear/repair it. Log back into Windows and try Dashlane again to see if it lets you in now. If it does, immediately export your data to make a backup :)

Instructions to open an elevated command prompt:

  • Click Start and type Command
  • Right click on the Command Prompt result and select "Run as Administrator"
  • Answer Yes to the UAC warning about it making changes to your system.

Do you think I should uninstall and reinstall the program perhaps??
Yes, that's what I'd be trying, but I'd advise caution before going that route.

I reviewed Dashlane along with other password managers recently here and found it to be quite a solid little program, so I strongly suspect something has gone wrong on your Windows installation.

As support haven't gotten back to you yet, be sure you have a complete backup of your data first.

Before uninstalling and reinstalling;

As you don't have Premium, all your data will not be backed up on Dashlane servers.


  • Did you setup an Emergency contact that you could use?

think I might try the reinstall route.  What do you think?

Be careful before uninstalling and reinstalling, lest you inadvertently destroy your data by doing so. I'd suggest waiting for support unless you're certain you have a backup that you will be able to restore. Note that just backing up the Dashlane program folder will not backup your data. A manual backup of appdata folders will be required.

Hope that's helpful.

Regards, Andrew
Shaun VermaakTechnical SpecialistCommented:
Dashlane, like LastPass, does not have a master password recovery process. Having a recovery process would defeat the whole point of having them store your passwords encrypted.

If you are sure that your password is correct, wait a few hours then try again. Perhaps your account is locked
Andrew LeniartIT Consultant & Freelance JournalistCommented:
@Shaun,
If you are sure that your password is correct, wait a few hours then try again. Perhaps your account is locked
Her password issue is local - not on the web server. She has verified that she can access her account on the Dashlane server without any issues. However, without Premium access, her data will not be syncronised to Dashlane's server.

Waiting will, therefore, do nothing.
Andrew LeniartIT Consultant & Freelance JournalistCommented:
Becky,

Just regarding this comment you made...
Really beginning to wish I'd never used a password app.
I know it's easy to say with hindsight now that the horse has bolted, but you really should be wishing you subscribed to the product and syncronised your data to a secure server in case of a hard disk failure, a system crash, or a corruption issue that you're likely facing now. This is the fault of something happening in Windows, not the app.

It's a hard lesson learnt, but I encourage you to use this experience to learn something. We'll continue to do everything we can think of to help you resolve your problem, but consider what you might have done if your entire hard drive had failed, rather than just your free app not working all of a sudden.

Do you make backups of your system? If not, now would be a perfect time to learn how. A backup would give you a very easy means of restoring your app.

Remember, it's not a question of "if" a catastrophic failure will occur, it's a question of when. I say all of this with the best possible intentions and encourage you to also use this experience to further protect yourself and all of your other important data.

Regards, Andrew
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