Dashlane

Hello [redacted],Thanks so much again for your patience!The problem you were having has now been fixed by our team.We apologize once again for the inconvenience.Let me know if you need anything else.Have a great day.Best regards,[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]

Hello [redacted], 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 encountering. The 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 issue. Furthermore, 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 closely. I 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 day. Gili P[redacted]Dashlane User Support

Hello [redacted],My name is Gili and I am from Dashlane's User Support team.I have gone over your complaint made to the Revdex.com as well as your support ticket and would like to assist you with the issue.First, please know that our Premium users enjoy first respond in the next 24 hours after submitting a...

support ticket (#[redacted]), which in your case was fulfilled. Your support ticket was first submitted on Tuesday 10/**, at 3:28pm EST, and was answered yesterday morning (Wednesday 10/**), at 10:01am EST. You then answered again at 12:03pm and 3 hours after your first reply, the support agent suggested you to follow certain steps to try and resolve the issue and was not answered by you. As we supply our user support services via emails and chat, a reply from the user to make sure they followed steps given by our support agents to trouble shoot the issue in the best way, are necessary. I will continue the communication with you to resolve the issue via your support ticket. Please know, that in order to make sure the Dashlane extension works properly on your browser, you can easily check a few things on your browser, which the agent had suggested to you in his last email. If you wish to continue the communication to resolve the issue you are experiencing, please follow the steps that were given to you in the email and let us know what you are experiencing. Please also make sure you are always logged in to your Dashlane account desktop app with the correct login ID, so the extension could communicate with our servers and work properly. We can always also have a screen-share session, where we could take a look at the issue directly on your computer screen. I will be looking forward to your reply via your support email, and hope we could move on from there so you could enjoy Dashlane's services as usual.Have a great day!Best regards, Gili Dashlane User Support

As a Dashlane premium customer for almost 3 years, I have been pleased with both their product and their customer service. I've never been overcharged and always receive credit for referrals who subscribe without pestering. Most importantly, I have never had any indication Dashlane has ever sold or traded my personal information with any third-party.

Overall, the product is somewhere between an "A" and an "A-." The desktop app is steady and reliable (A+), but the Dashlane browser plugins will occasionally either not open or not perform as expected (B). But to add some perspective, I get more errors with Microsoft Office running on Microsoft Windows than I do with Dashlane.

As far as the password sync between devices: nearly flawless. In 3 years, I have had ZERO instances where a sync failed or a password was lost.

In summary, Dashlane is a reliable, well-designed product, and its management has what appears to be respect for its customers privacy. Please continue the good work, Dashlane.

Review: I purchased the Dashlane App for 20.00. The app does not work on my mobile devices as advertised. I have contacted company at least a dozen times to no avail!!!Desired Settlement: To make contact with me to get app up and running or return my full amount of 20.00.

Business

Response:

Hello,

Yes, please do forward this to the consumer for review. We’ve fully refunded his subscription now and given him one year of free Premium to make up for this. We think that his messages to us were lost somehow and that’s why he never received a reply.

We’re happy for him to contact us now about any issues.

Regards,

User Support

Consumer

Response:

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,

Review: the program constantly quits working, when I do the suggested reloading of program it works once or twice and quits againDesired Settlement: it works properly

Business

Response:

Hello [redacted], 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 encountering. The 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 issue. Furthermore, 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 closely. I 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 day. Gili P[redacted]Dashlane User Support

Review: Dashlane is a software developer. The product I purchased from them is a password management program. It is intended to protect you from hackers and keep you organized by saving (and/ or creating) the many usernames and passwords that you use to login to various websites.

The application is great - when it works. For the past 6 months, the program has NOT worked as promised. Some of the issues I have include:

- Dashlane does not log me in automatically as promised

- Dashlane redirects me to different websites than the ones I entered into the URL space

- Dashlane does not log me into to certain websites

- Dashlane does not consistently work with some browers

As if this was not frustrating enough, their customer service is horrible. They have no phone support. I can understand them not offering phone support for users of the free version of the program. But they do not offer phone support to customers who pay an annual fee for the service. I had to call customer service for a website that Dashlane was redirecting me to in order to get the issue resolved. Even though they were unaffiliated with Dashlane they were concerned enough about my issue accessing their site, that they researched the problem and helped me resolve it.

I have sent numerous emails to email support. The tech support staff either DOES NOT ANSWER THE QUESTION AT ALL or they PROVIDE A SERIES OF STEPS TO FOLLOW THAT DO NOT WORK. I have written to them that if they are unable to solve my issue I want a refund. Even that did not prompt a phone call OR any resolution of my issues. I finally found a phone number after much research on the web. The number has a recording that says "the mailbox is full!"

I'm not sure how they are continuing to stay in business if other customers are having similar product and customer service issues.Desired Settlement: I would like for someone at Dashlane to contact me and help me resolve my product issues. If they are unable to do so, I want a full refund.

Business

Response:

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

In today's world where almost all information is accessed by electronic devices and every resource has its own implementation of password policies , which require these changed over given period, This application gives you a breather. For disclosure : I am a software professional , have no affiliation with Dashlane, what-so-ever. However my profession requires me to remember umpteen number of user id passwords and and after a while you start looking for a tools for help , I agree there are many such tools available and for most people free version of Dashlane would suffice. I am surprised when people use applications premium features and then do not like to pay for those, Software firms are like any other business can not survive on just good word , is you like work and want to continue to use it paying for it makes sense , this what you do to encourage developer to do more good work.
Anyways, I would surely recommend people to try if this provides them with solution to their password remembering problems.

Review: On August **, 2014, I paid $70.76 for a 3-year subscription to Dashlane, a digital password management system. In December 2015--16 months into my 36 month contract--the service stopped working. I contacted their customer support on January *, 2016; January *, 2016; January *, 2016; January **, 2016; January **, 2016; and January **, 2016. In addition, someone from Dashlane's tech support attempted to resolve the issue by doing a screenshare on January **, 2016. None of this has worked. I requested a refund, and Dashlane refused, saying that as a matter of policy, they do not offer refunds. I can understand not offering refunds to a customer who's service is working, but just doesn't like it. But my service does not work, and has not worked for a month despite numerous attempts by Dashlane's tech support to fix it.Desired Settlement: I would like a pro-rated amount of my subscription fee refunded. The service worked for 16 months, and I am willing to pay for those 16 months. I am not, however, willing to pay for the remaining 20 months when it does not work. To that end, I would like a refund of $39.31.

Business

Response:

Hello [redacted], We wanted to sincerely apologize for the extension issue you are encountering when trying to use Dashlane on Chrome. We understand the frustration this may cause and responded to your email requesting your time for another screen-share to fully understand the situation. We saw that the initial screen-share did not reach a result for lack of time and would like to offer another one so you could continue to enjoy Dashlane as before. In regards to your refund request, unfortunately since you purchased the Dashlane app on the [redacted] store, we are unable to issue a refund for that purchase. The refund has to come from [redacted]. We are also unable to contact [redacted] on your behalf as the request must come from you. We apologize this was not explained to you properly before, and for the inconvenience this may have caused you. If you agree to try another screen-share, we will be awaiting your reply on the email that was sent to you. We hope you understand the technical limitations we have when it comes to refunds for purchases made with [redacted], and that you would agree for us to investigate the issue further. We wish you a pleasant day. Best regards, Xavier B[redacted] Dashlane User Support

Consumer

Response:

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 refusing to issue me a refund. I have literally spent hours with Dashlane trying to troubleshoot the problem. I am not prepared to to spend additional time on this. They either need to issue me the refund directly, or have [redacted] issue me a refund, but I am not going to take on the work of getting the refund beyond requesting it from Dashlane.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear [redacted],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 you. Unfortunately, your Premium subscription was purchased via [redacted], which refund process was established by [redacted]. Because we receive no payment information from [redacted] following any purchase of Dashlane Premium via [redacted] - we only receive payment confirmations from [redacted] - we are unable to refund you ourselves or to contact [redacted] on your behalf. This is because [redacted] 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 understanding. Have a very pleasant day.Kind regards,Simon H[redacted]Dashlane User Support

Review: I tried to uninstall dashline. It seemed to uninstall but I keep getting reminders that Dashliine as missed some connection or other and it does not go away. I have to reboot to get to the we.

I am using another person's computer to register this complaint.Desired Settlement: Delete this irritating message from my home screen and remove my name from your accounts. Your product did not perform as promised. I could not delete it.

Business

Response:

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

Consumer

Response:

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,

Business

Response:

Hello,Thank you very much for your reply. It seems that Dashlane was not uninstalled properly from your computer.Could you please try to:1. Open a Internet Explorer2. Go to the location: [redacted]3. Delete all the files there (please note that your Dashlane account data are saved in the profiles folder there, do not delete that folder if you want to keep a back-up of your Dashlane data)4. Restart your computerI will send you a separate e-mail with these instructions.Kind regards,[redacted]

Consumer

Response:

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,

Review: Seller offers "Refund within 30 days" if not satisfied but does not refund,

I was dissatisfied after 3 days and started communicating with seller through emails with purchase information from my [redacted] account and get nothing but the "run around" from seller, now seller won't respond.

I want a refund for product purchased from Dashlane.

Product consistently did not work properly for me & after a few frustrating days of this I started the refund process with Dashlane only to get the "run around" as they ran down the 30 refund clock hoping I would just give up.

The product is not for me and I want Dashlane to stand up for their return policy and refund my $39.99Desired Settlement: The product is not for me and I want Dashlane to stand up for their return policy and refund my $39.99

Business

Response:

Hello,Our apologies for this bad experience with Dashlane Premium.I have seen that your subscription has been refunded last week.The problem was that your subscription was linked to a different Dashlane account, and the one with the e-mail address you are using here to contact us or for your [redacted] address.If you are using Dashlane on multiple devices, please check that you are using the exact same e-mail address on all your devices. This e-mail address is your Dashlane ID and must be used as well when you upgrade to Premium. Otherwise, Dashlane will consider it as a new account and will not sync your data.Please let us know if you have any questions!Kind regards

Consumer

Response:

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,

Review: On January **, I wrote to Dashlane to find a resolution to an issue that I was having with syncing my data using their Windows applications. In summary, I am not able sync my data from my desktop applications (Windows Vista, 7 or 8.1) to the web or mobile applications. This is an issue since I am not now able to change passwords on any of the devices that I use and then have that password available to my other devices. This has resulting in my spending a lot of time manually managing passwords (and being locked out of many of my accounts) which is exactly what I purchased Dashlane Premium to avoid.

After submitting my email, I received a prompt response and had a few email exchanges with customer service over the next couple of days, but none of their suggested actions resolved my issues. On Jan **, their representative wrote, "I have now passed this case to our Technical Experts who can further assist you with this issue. Please wait for the email that you will be receiving from them."

I have never received any contact from Dashlane's technical team and have since followed up with 3 more emails with no response, other than the standard automated system responses to each follow-up email. I have looked at their website for a way to chat or call to discuss my issue further, but their web chat does not work and there is no published phone number.Desired Settlement: I would like a for Dashlane's technical team to contact me immediately by phone to resolve this issue and to have a phone number where I can contact them directly since there is no publicly available resource for quickly addressing issues. If my issue is able to be resolved, I should be reimbursed for the portion of the service fee I paid during the time that I was unable to use their product as desired. If my issue cannot be resolved, I should be reimbursed in full for my annual subscription of Dashlane Premium.

This company has an App for IPhone that does not provide for easy access to change password or help when you have forgot your password. I have been trying for several weeks to change my password. They say they have sent a code via email to to change the password, but I never get the code nor is there any phone number for online assistance. Poor help online.

I love Dashlane. It is the best password manager I've used and seems to be the most advanced. It auto-logs into most of my android apps no problem and works great on my Mac for Chrome.
LOVE IT!

I have been using Dashlane premium across my desktop, laptop, iPad and iPhone for approximately 2 months and I don't know how I survived before it. My only issue is that there are a few often-used sites that it will not work with (itunes most notably). I wish it worked everywhere, but the $39 a year has already been returned to me in time I no longer waste fiddling with "Forgotten Password" functions everywhere I go. I find the user interface acceptable, but not fabulous - but then I am a Geek with 32 year in IS. However there are just too many sites with different password requirements for me to keep track of and Dashlane has greatly simplified my life. I would not recommend using the free version if you have more than one device. It saves very little time under those circumstances. I have not needed tech support, so I cannot speak to how good or bad it is.

I was introduced to Dashlane by an article in the Wall Street Journal. I'm trying it and finding it to be true to its description. Some of its abilities, such as automatically offering to save a login, are impressive. It's interface is uncluttered and clear. One of the ironies of such a product is the potential for it to be a front for hackers. Presuming it isn't, I consider it an excellent utility.

Review: I paid $31.86 ($29.99 service + $1.87 tax) on 6/*/2014 for a 1 year subscription to the Dashlane service. This service is supposed to provide password management synchronized across [redacted] iOS devices and a laptop. This service does not work for me. The iOS dateline app crashes immediately upon starting it on my iPhone and on my iPad. I've contacted the company many times since Sept[redacted]. I've sent the requested log files to Dashlane support many times. I count 41 email correspondences since Sept**. Despite this, they have not fixed the problem and will not refund my subscription. It seems wrong for Dashlane to charge a subscription for a service that doesn't work. I've repeatedly asked them to refund the subscription or to fix the problem but they do not seem able to fix the problem and will not refund the subscription fee.Desired Settlement: I would like to cancel the subscription and receive a refund of $31.86.

Business

Response:

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

Consumer

Response:

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]

=========================

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Hello [redacted],Thanks so much again for your patience!The problem you were having has now been fixed by our team.We apologize once again for the inconvenience.Let me know if you need anything else.Have a great day.Best regards,[redacted]

Consumer

Response:

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,

Review: I paid for premium benefits on Dashlane and I didn't receive what I paid for. I sent them 2 different e mails requesting help with no response from them. It's totally impossible to reach them by phone.Desired Settlement: reinstate my benefits that I paid for

Business

Response:

Hello, thanks for contacting us here!I was able to find your Dashlane account and it appears that your 1-year plan subscription has expired yesterday.It was from 2014-**-10 until 2015-**-10, and paid using [redacted].If you have renewed your subscription in the last few days, it sounds like another e-mail address was used so it wasn't linked to your existing Dashlane account.Do not worry, we can find the charges and link them to your existing account.I have found your two e-mails from yesterday and I am going to reply immediately to sort this out.Thank you very much for your patience.Xavier

Consumer

Response:

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,

Dashlane has really reduced the stress, time and frustration associated with having to keep track of multiple passwords. I really love the service! Thanks for creating such a great product!