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Business Profile

Computer Software Developers

Dashlane

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software Developers.

Complaints

Customer Complaints Summary

  • 22 total complaints in the last 3 years.
  • 7 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:03/04/2025

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    We've been using their premium product for the last five years. Around the end of 2024 Dashlane suddenly increased their software price by 432%.They wouldn't settle a deal with us except except offering us 20% coupon. Thus would still mean the increase came to about 344%. This is an outrageous pricing hike that can't be justified by any means.The company should be exposed for what they're doing to their ordinary clients. They probably just very arrogant because of their market share and therefore think they can hike op their prices, no matter what. We're really disappointed in Dashlane!

  • Initial Complaint

    Date:01/29/2025

    Type:Order Issues
    Status:
    Resolved
    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.
    Paid $59.99 plus $4.80 tax for a total of $64.79 charged to my credit card on 12-27-2024 for a 1 year Subscription to Dashlane. ****************** of Dashlane contract state full refund issued if subscription is canceled within 30 days. Followed instructions on their website how to cancel subscription & request refund but cannot do that because it is not working or allowing me to cancel. Tried leaving multiple messages on a chat bot & asking to be connected or contacted by customer service over period of 2 days with no response back from Dashlane. Since i cannot do it on my account page on their website request Dashlane to cancel my service & request refund.

    Customer Answer

    Date: 02/05/2025

    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. I received a  email from a company representative & who put in a request for a refund of payment to my credit card, i am satisfied with the outcome.

    Sincerely,

    ****** *****



     

  • Initial Complaint

    Date:10/24/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 found Dashlane difficult to use without customer service. I need a refund if the renewal charge made to a credit card ending 0915 gif the amount if $63.95. I really dislike the lack of assistance with this product.

  • Initial Complaint

    Date:10/11/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    **** ****** ************ ****-************** October 10, 2024 I made a purchase from Dashlane of $59.99 for one year for their password management software on May 10th , 2023. This software would save all of my usernames and passwords to any web site I would frequent. The company had me download and install their software on my computers and phones and extensioms on all of my computer browsers. The software worked great until on May 27th, 2024 where they automatically charged me another $59.99 for an additional year to use their software. The software seemed to work but the extensions were gone from my browsers. These extensions would allow me to choose my saved sites, fill in my users name and passwords. When I went to their website: ********************************************************************************************************************************************************************************************************************************************* there is no telephone number or support. It only has a BOT which will not get you to a live person or resolve the issue. I contacted my bank to see if they had a phone number for the company and they only had an address of ************I am not looking for a refund but to speak to someone about the extensions. The email address used to purchase the software was duhman#*******

    Customer Answer

    Date: 11/09/2024

    Better Business Bureau:

    At this time, I have not been contacted by Dashlane regarding complaint ID ********.

    Sincerely,

    **** ******

  • Initial Complaint

    Date:08/23/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    UUGGHH, where do I even start?! Dashlane manages to take your money ASAP, but then when you need help they're nowhere to be found! I tried using the automated chat feature and when finally asking to speak to a live person no one ever came on chat and it was during normal business hours! I left the chat box open for over 48 hours and then it finally timed out. There is NO PHONE NUMBER for paying customers to use to get immediate help. Is that even legal????? When I finally figured out how to reach someone via email it took DAYS for anyone to get back to me. And each time they eventually respond they repeat the same suggested solutions that I have already told them I tried which totally wastes time! They are basically asking me to do all this IT work on my end when it has NOTHING to do with anything on my side. Everything was working fine (autofill was great, and all sites had the Dashlane logo in the login boxes), until it just stopped autofilling and now some sites don't even have the Dashlane logo in the login area so I now have to go dig around for my password! I'm paying Dashlane so I don't have to dig around and remember passwords. Had I been able to speak to someone from the beginning the issue would have already been solved instead of it now going on 2 weeks since my first email to them. This is absolutely ridiculous!!I want a phone number from the company so I can call and speak directly to a human and get this issue sorted immediately. If you don't provide a phone number right away then I want a full refund for my membership and I will take my business elsewhere.

    Customer Answer

    Date: 09/17/2024

    Better Business Bureau:

    As I suspected, I have not been contacted by Dashlane regarding complaint ID ********. They really do NOT care about their paying customers concerns at all! I will NOT be renewing my subscription with them in the future. Way too many other great options out there to give our money to. Shame on Dashlane for not even responding!!

     ~*******

  • Initial Complaint

    Date:05/08/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 a paid subscription to Dashlane. I have it set to auto-renew every year. Despite already having paid through Apple $59.99, my account doesnt show that I have paid and as a result, I dont have access to my account. I have contacted customer service several times and have had no response. The service request number I was given was: *******

    Business Response

    Date: 05/17/2024

    Hello, Thank you for your message.

    Checking on our side, I can confirm that a member of our team has already reached out to confirm to resolve the issue you were experiencing, and your subscription has now be applied to your preferred Dashlane account.

    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:12/13/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 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

    Date:07/18/2023

    Type:Product Issues
    Status:
    Resolved
    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 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

    Date:03/31/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    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 Answer

    Date: 04/24/2023

    Better Business Bureau:

    At this time, I have not been contacted by Dashlane regarding complaint ID ********.

    Sincerely,

    ***** *******************

  • Initial Complaint

    Date:03/22/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 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.

Dashlane is NOT a BBB Accredited Business.

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