Skip to main content

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Better Business Bureau®
For Businesses
Share
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.
  • 8 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: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.

  • Initial Complaint

    Date:03/16/2023

    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.
    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:
    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.
    ************* ************ 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:
    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 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:
    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 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

Dashlane is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.