Dashlane

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,
*** ***

We have been addressing a customer’s concern via Revdex.com Complaint #[redacted] for approximately two months’ time. We have offered the customer compensation and also performed a screen share session in order to obtain more information regarding the customer/s issue. We have discovered and acknowledged the customer’s issue with our product as well as reported it to our developmental team for fixing. However, the issue the customer is experiencing does not prevent the user from using our product otherwise and while a fix is in the works. We 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 [redacted],Thank you for your patience. My 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 resolved. After reviewing our system I show that...

your refund in the amount of $39.99 was issued on October [redacted]. Refunds can take up to 10 business days, excluding weekends and holidays, to reflect on your banking statement.  Today marks business day 6. Please allow additional time for the refund to reflect or contact your banking institution for further information. I 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 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 [redacted], 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,

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

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 that our support agents could not help you getting started with Dashlane.I have rend your previous tickets and it seems that there has been a misunderstanding with one of our agent in August, as our agent understood that you had already asked for a refund on [redacted]....

This is why he did not initiate a refund process on our end. This is in our conversation on August [redacted] and [redacted]. We apologize for the misunderstanding and we will make sure it does not happen again.One of our VIP support agents has also tried contacting you on Monday [redacted] but I am not sure you received this e-mail. Could you please confirm if you did not receive it?I have checked your account status and [redacted], but I am afraid [redacted] does not let us issue refunds after 60 days, and your subscription has been bought 66 days ago. However, [redacted] lets you open a dispute and ask for a refund on your end within 6 months, so you may want to open a dispute directly there and [redacted] will refund you. This is actually what our support agent thought you had already done.If you are still willing to use Dashlane, I am sure we can find a solution. The problem appears to be that you need to create an account using the Dashlane application now. It seems that you are still trying to go on our site and upgrade your account to Premium, and this is why you see an error. I can confirm that your account [redacted] is already Premium and you do not need to do this anymore.After you purchase Dashlane on our site, you still need to download Dashlane on your computer and install it and create your account on your computer:1) What you need to do is install Dashlane on your computer now, using this link from our site: [redacted]2) Then run the installer file and it will install Dashlane on your computer.3) Open the Dashlane application (do not go on our web site – make sure that you open the Dashlane application from your application folder or menu on your hard drive)4) You will see a "Welcome to Dashlane" window – if you see something else, please click on "Create an account" instead5) Now enter [redacted] there and choose your master password for Dashlane and confirm you want to create your accountOur VIP support agent has offered to do a screenshare to help you create your account and start using Dashlane. Please let me know if you are available to do it, or if you have any questions! We apologize once again for the trouble.Best 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]

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 is suggesting that the responsibility to refund is [redacted]'s.  That does not make sense for 3 reasons:1.  Dashlane is the app maker;  [redacted] is not.2.  Dashlane is the beneficiary of the subscription fee and thereby has the responsibility and ability to deliver the service3.  I did contact [redacted] and they confirmed in writing (included below) that Dashlane is responsible per the [redacted] developer terms to deliver the service or resolve the disputeI again request that either Dashlane deliver the service that I purchased or refund my annual subscription fee.
 
=====response from [redacted] from Dec*, 2014======[redacted] 
[redacted] 
[redacted]  
[redacted] 
[redacted] 
[redacted] 
========================= 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hello [redacted],We are sorry to hear about your experience. We 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 account. This means that your passwords are only...

stored locally on your device and not on our server. Therefore, your passwords cannot be synced to another device such as your new laptop. You 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 information. If this is the case, we noticed you do have an open email with our user support that is awaiting your reply. You 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 issue. Please check that it did not reach your Spam folder. To 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,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 [redacted],Thanks again for your patience and for the crash report that you have provided to us.Our development is going to have a look as quickly as possible, and I will keep you posed.In any case, if you prefer to get a refund, just let us know by e-mail (on my personal e-mail or using our support platform) and I will refund your subscription.Best regards

Hello, thank you very much for contacting us here and sorry for the trouble.I can confirm that we do not have a phone line for User Support yet. I am not sure whose phone number you called, as no one of your team reported that they received a phone call. We apologize for the inconvenience.With...

regard to your #4 point, Dashlane normally works in Firefox, Chrome, Safari (on Mac OS X) and Internet Explorer (Windows). Please note that our browser extension does not work in Microsoft Edge – as Microsoft still hasn't added support for browser extensions there – and other Chromium-based browsers and other alternative browsers based on Mozilla Firefox. We recommend to use th official versions of Firefox, Chrome or Safari for the best experience.If you are using Internet Explorer and running Windows 8, 8.1 or 10, please make sure that you are running Internet Explorer in desktop mode, and not in full screen mode. The latter does not support browser extensions and our extension is automatically disabled. This is unfortunately a limitation from Microsoft and there is nothing we can do about it.Concerning #2 and if Dashlane redirects you to other sites than the ones you saved in Dashlane, it sounds like these sites may use multiples domains and redirect you between these these domains. By design and for secure reasons, Dashlane considers each domain to be a separate site, which means that it saves the address of the site where your password info has been successfully entered and used. Then Dashlane will auto-fill your data and log you in on that exact domain only, again for security reasons.However, if the site redirects you to another domain afterwards, this is unfortunately not supported by Dashlane. For instance, to sign in to [redacted], the site redirects you temporarily to yahoo.com. Therefore, the URL for your [redacted] credential in Dashlane will be yahoo.com as this is the URL detected by Dashlane as the one that can securely accept your password. To visit [redacted] specifically, we recommend to bookmark that site in your browser and open it from there, and not from inside Dashlane.If Dashlane does not log you in to certain sites you use (#3 point), it sounds like Dashlane may not detect the log-in form properly there. In this case, please check this page to see how to report these sites to our Web analysis team so they can fix it in a future update: [redacted]Note that Dashlane cannot work on forms that are programmed in Flash, Java, or which contain virtual keyboard.I am going to contact you directly in a separate e-mail to make sure that you can use Dashlane on all your devices and in all your browsers.Kind regards

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 NOD32 Antivirus, 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 browser. Please 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 application. Unfortunately, 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]

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 7 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 happen. When 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

Hello [redacted],I am terribly sorry for this bad experience.I was able to find your tickets in our platform support. It 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...

information. We sincerely apologize for this.Since you upgrade to Dashlane Premium on [redacted]'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 information. We only receive the payment confirmation from [redacted].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 30 days. This actually depends on where the Premium subscription was purchased, as some payment processing services or stores allow us to refund after 30 days and some others don't. This is why we normally only refund subscriptions until 30 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 [redacted], please check your [redacted] receipt for Dashlane – invoices are usually sent by [redacted] 24 to 48 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 [redacted].If you cannot find your receipt, you can find it in [redacted]:1. Open [redacted].2. Click [redacted] Store.3. Click Sign In.4. Enter your [redacted] ID and password.5. Click your [redacted] ID and select Account from the drop-down menu.6. Next to Purchase History, click See All.7. It might take a moment for your Purchase History to appear.8. To 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

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]

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]

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]