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Becky Wright

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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.
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John
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Becky Wright

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Thank you but I have already been there several times and checked everything they say to check - including "show" password.
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John
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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
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!
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Shaun Vermaak
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@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.
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