Dashlane

Hello ***,Thanks again for your patience.Let me know if you need anything else.Kind regards,Xavier

Hello,We are terribly sorry for the trouble.I was able to find the open tickets that you were exchanging with our support agents, and I apologize they were not able to help you on your Windows computer.After reading your messages, I suspect this might be a problem with some administrator rights on Windows, which is why our support agents did not find it.Does it still happen when using [redacted] 34, which is now the most recent version of [redacted] ?In this case, [redacted] might be launching in admin mode.Is there a blue and yellow shield icon on top of the Dashlane or [redacted] icons when you launch one of them? It would mean one of these two applications is launched in admin mode which should not happenWhen those applications are not launched with the same admin level, the Dashlane browser extension cannot connect with the Dashlane application, even if it’s properly installed.Could you right-click the [redacted] icon on your desktop, and go to Properties? Then please check the compatibility settings: that you don’t have any different compatibility settings checked and that you don’t have the “Run as administrator” setting checked.For more information about this, please check this article to check that [redacted] does not launch in admin mode: [redacted] And this article to check that Dashlane does not launch in admin mode either: [redacted] I will grant some additional months of Premium to your account as a compensation for the trouble.Please let me know if this works for you.Best regards

We have been addressing a customer’s concern via Revdex.com Complaint # [redacted] for approximately two months’ timeWe have offered the customer compensation and also performed a screen share session in order to obtain more information regarding the customer/s issueWe have discovered and acknowledged the customer’s issue with our product as well as reported it to our developmental team for fixingHowever, the issue the customer is experiencing does not prevent the user from using our product otherwise and while a fix is in the worksWe need developmental time in order to fully resolve the issue, therefore, we are stuck in a limbo of back and forth responses with this customer on Revdex.com informing them that we are working on it and the customer responding their issue is not fixed

Hello,Thank you very much for contacting us here and sorry for the trouble!I am also going to reply to your latest e-mail in our ticketing platform, if you prefer to reply there for troubleshooting.It sounds like a problem with the browser extension.Could you please confirm it happens on a computer, and is it on Windows or Mac OS X?Also, which browser are you running? This will help us understand the problem better and provide you better instructions to fix it.If you can see the Dashlane icon in your browser's toolbar, but nothing happens when clicking it and the icon is grayed out, it may be caused by one of these:- if you are running any anti-virus software on your computer, for instance AVG AntiVirus, ESET NODAntivirus, Kaspersky Internet Security, Sophos, TechGenie, Ad-Aware or Ad-Muncher, depending on the settings of anti-virus software, it may prevent Dashlane from working in your browserPlease have a look at this guide for more information: [redacted] - if you are running Dashlane or your browser as an administrator on Windows (when you see a blue and yellow icon on top of the application shortcut)- if your browser extension needs to be reinstalled, you can remove it from your browser and reinstall it from the Dashlane applicationUnfortunately, as the procedure varies depending on the system (Windows or Mac OS X) and the browser you are using ( [redacted] ), I will send you more information in a separate message.Thanks again for your patience.Kind regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Thank you for your response I did uninstall Dashlane using the Control Panel The deer(?)/antelope(?) icon disappeared I thought that I had done it correctly As you suggested, I went back to the control panel and tried the uninstall procedure you recommended I did not find a reference to Dashlane I use Chrome so I followed those instructions I received the response "No Data Received" I think I have followed the all procedures you suggested In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Hello [redacted] ,Thank you for your patienceMy name is [redacted] , a supervisor here at Dashlane, and I'm more than happy to address your concerns.We always want to ensure you have the best possible experience with us and I'm here to make sure this is resolvedAfter reviewing our system I show that your refund in the amount of $was issued on October ***Refunds can take up to business days, excluding weekends and holidays, to reflect on your banking statement Today marks business day Please allow additional time for the refund to reflect or contact your banking institution for further informationI have attached your refund receipt within an email sent as an update for your support ticket # [redacted] .If you have any questions or concerns, please don't hesitate to reply to the support ticket.Sincerely,

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted]

Hello [redacted] ,I am terribly sorry for this bad experience.I was able to find your tickets in our platform supportIt appears that the crashes that occur in the iOS app could not be fixed by the development team yet, and I am going to check with them directly now to know why exactly and have more informationWe sincerely apologize for this.Since you upgrade to Dashlane Premium on ***'s App Store, I am afraid we cannot refund you directly since.This is because we did not processed your payment and only [redacted] has your payment informationWe only receive the payment confirmation from ***.This information can be found in our help center: [redacted] It appears that our user support team only replied that it was too late for a refund your Premium subscription, as our policy is that we don't refund subscriptions after daysThis actually depends on where the Premium subscription was purchased, as some payment processing services or stores allow us to refund after days and some others don'tThis is why we normally only refund subscriptions until days after the purchase date, and this is why the user support team replied this.However, you should be able to get a refund from [redacted] directly if you contact them and tell them that you are not able to use the app and our services.To ask a refund to ***, please check your [redacted] receipt for Dashlane – invoices are usually sent by [redacted] to hours after a purchase on the App Store.On your [redacted] receipt for Dashlane, you have a link that says "Report a Problem" (in the "Item" column, right next to "Write a Review").Please click here to ask for a refund from ***.If you cannot find your receipt, you can find it in [redacted] :Open [redacted] Click [redacted] StoreClick Sign InEnter your [redacted] ID and passwordClick your [redacted] ID and select Account from the drop-down menuNext to Purchase History, click See AllIt might take a moment for your Purchase History to appearTo see the details for a purchase, click the arrow to the left of the order date.Then click there to report a problem and ask for a refund.If I can be of any further help, please let me know.Kind regards

Hello,Thank you very much for contacting us here and sorry for the trouble.It sounds like our browser extension is still installed in your browser for some reason.Did you uninstall Dashlane using the Control Panel ? Uninstall a program section of Windows (in Control Panel\Programs\Programs and Features)? If you didn't, could you please go to your Control Panel and select Uninstall a program, and then uninstall Dashlane from there? This will normally remove the extensions that were installed by Dashlane.If you have already uninstalled Dashlane from this list and the Dashlane extension is still there in your browser, here is how to remove manually the Dashlane browser extension from your browser:If your browser is Chrome, please open your Extensions page by going to the address [redacted] in your browser (or using the menu Settings ? Extensions)Then search for Dashlane in the list and click on the Trash icon to remove it.If your browser is Firefox, please open your Extensions page by going to the address about:addons in your browser (or using the menu Options ? Extensions)Then search for Dashlane in the list and click on Disable.If you have any questions, please note that you can contact our technical support following the link below: [redacted] Kind regards

Hello ***,We are sorry to hear about your experienceWe have checked your account in our system and found that the one Dashlane account that is associated with the email address [redacted] is a free account as opposed to a paid/Premium accountThis means that your passwords are only stored locally on your device and not on our serverTherefore, your passwords cannot be synced to another device such as your new laptopYou can refer to our website using this link [redacted] to find out more about the differences between our free and Premium plans.However, if you do have another Dashlane Premium account with a different login ID/email address, please notify us as this might be a different problem that we could help you solve after receiving more informationIf this is the case, we noticed you do have an open email with our user support that is awaiting your replyYou can simply answer them with the necessary details such as your other Dashlane's login ID, what platform (MAC/PC) you are using, what Operating System (Windows/OS X), and other details that might be useful to them in order to help you with the issuePlease check that it did not reach your Spam folderTo avoid that in the future, you can add [redacted] to your contacts.We hope this message was helpful and that your issue could be solved with our support team as soon as possible.Happy Holidays,GiliDashlane User [email protected]@live.com

Hello ***, My name is Gili and I am from Dashlane's user support team.First I would like to apologize for any inconvenience the issues might have caused you.Upon reviewing your complaint, we would like to offer to communicate with you through our support channel, so we could get as many details as we can in order to give you the right steps to resolve the problem you are encounteringThe reason for this is because we will have to know which device and operating system you are experiencing these crash issues with, what is the consistent behavior of the crashes (if it happens after a certain activity for example, after login), perhaps we could also use the crash reports from your device in order to look more closely into the issueFurthermore, if you are experiencing this behavior on your computer, we could also perform a screen-share session in order to look at the issue more closelyI have opened a support ticket requesting this information, which was sent to your email address ( [redacted] )I hope you could provide us with all the information needed so we could investigate accordingly and try to resolve the issue as soon as possible.Please do not hesitate to add any other information such as screen-shot or other details, that might help to identify the problem.Thank you very much for your patience with this.I will be looking forward to you reply.Have a great dayGili P [redacted] Dashlane User Support

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Dashlane software still doesn't work properly and the Company has still not resolved the issue In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Hello,Thank you for your patience. My name is [redacted] , a supervisor here at Dashlane, and I'm more than happy to further assist you. I definitely understand your frustration with this matter and apologize for your experience. There appears to be a typo in the URL you listed. The proper link... to our "How to get a receipt, edit your billing information or cancel your Premium subscription" Help Center article is: [redacted] . We are also available via email 7 days a week or chat 5 days a week here: h [redacted] On that note, I can confirm that your Premium subscription is not a renewing subscription, thus there is no subscription to cancel. Your 5-year Premium subscription is set to expire on June ***, 2022. I hope this helps. If you have any further questions or concerns regarding your account, please don't hesitate to let us know. Sincerely,

Revdex.com:
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
Sincerely,
*** ***

Hello,Thank you for contacting us here through Revdex.com.org.I wasn't able to find any tickets in our support platform; if you contacted us, did you receive a confirmation e-mail and a case reference ID?I am sorry that you cannot sign in to your account anymore.Please note that at this time, your account
is still Premium so I don't think the problem is related to your Premium status.I have added an extra month of Premium so we can have the time to figure out what the problem is and fix it, so you can then choose to renew your Premium or use the Free version of Dashlane instead.If you use the Free version of Dashlane, you can install and use Dashlane for free on any deviceAll the features like auto-fill and auto-login are free to use on any deviceBut if you want to sync your data between devices and have a backup in the cloud, then you need to get Premium.Could you please contact us on *** and let us know if you get any error message when trying to sign in to Dashlane?If you cannot see the lwindow anymore, are you still able to open the Dashlane application or not at all?In this case, could you please try reinstalling Dashlane?You can download Dashlane from our site: ***Best regards

Revdex.com:
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]
The business is asking me to reference a receipt I was supposed to have received 9-months ago online in an email which I do not have. Secondly, the website they suggest I go to for support does not exist. They need to send me a refund check to my home address to resolve this issue. Thank you!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
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:
The suggested actions did not resolve my problem.I can confirm that both Dashlane and *** are not running in administrative mode. In addition *** has been upgraded to version 34.The problem persists.Please advise.It would be helpful if I could contact you via phone
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
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:
Business has stated: "There appears to be a typo in the URL you listed." If that is the case, the typo was made by Dashlane and published in their Terms of Service, from which I copied the referenced URLFraudulent cancellation instructions prevent timely cancel. This is the excuse they are using to deny my refundThey are at fault.Additionally, these are the details of my complaint which have not been addressed by their response:Incompetent, irrelevant, slow support.Support does not resolve issues.Refused to refundThe entire application works poorly.Insecurity of my data:Forces an onscreen display of sensitive data.Assigns the wrong email to passwordsAttempts to autofill any field on screen, thus losing existing data and no way to prevent this.Dashlane Interrupts all logins and use of all forms with obtrusive popups, while also auto defaulting to and displaying incorrect information. Obtrusive Popups cannot be avoided and they are constant interruptions.Dashlane is unable to differentiate between logins; if on Googlepage, it still tries to use Googleid and cannot beSaved credit card information populates fields incorrectly, necessitating manual input anyway - this is one of the features which defines the service and its failure means the service does not perform the function it has sold to meThe features of the program and its interface are not intuitive, which makes attempting to use Dashlane confusing, unsuccessful and unpleasantContinuously forces re-login with obtrusive popup despite simultaneous visible display of sensitive data on desktop.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Dear ***,We have received your latest reply and completely understand your perspective here.If your Premium subscription had been purchased from our website, we would be able to track your payment and would be happy to issue this partial refund to youUnfortunately, your Premium subscription was purchased via ***, which refund process was established by ***Because we receive no payment information from *** following any purchase of Dashlane Premium via *** - we only receive payment confirmations from *** - we are unable to refund you ourselves or to contact *** on your behalfThis is because *** needs refund requests to originate from service users as opposed to service providers.Nonetheless, I would also like to inform you that we will be consulting with our accountants in order to find a solution for you, and will be getting back to you later today with more information on that.Thank you for your patience and understandingHave a very pleasant day.Kind regards,Simon H***Dashlane User Support

Revdex.com:
Thank you for your helpI have finally received a refund from dashlane.
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
Sincerely,
*** ***