How Dashlane’s Admin-Assisted Recovery Works for Members of Professional Plans
Sometimes, employees forget their Master Passwords and need support from an admin to recover their Dashlane account.
That’s why Dashlane offers admin-assisted recovery—among other account recovery options—for members of professional plans, excluding single sign-on (SSO) users.
If you’re an IT or security professional considering Dashlane for your organization, it’s important to understand how our admin-assisted recovery works. Get the information you need below.
Setup and requirements
Turning on recovery
Admin-assisted recovery is turned on by default, but individual members must acknowledge the prompt in the web app to activate it for their specific account.
Manual activation steps:
- Open the Dashlane Web App.
- Navigate to Vault > Settings > Security settings.
- Under Account recovery, select View options.
- Toggle Admin-assisted recovery to ON.
Employees must use a browser previously added to their account. If they reinstall the Dashlane extension or clear their cookies on their browser, they should log back into Dashlane right away. They can then use that browser to make an admin-assisted recovery request in the future.
How to request recovery
If an employee forgets their Master Password, ask them to follow these steps to make an admin-assisted recovery request:
- Select the Dashlane D icon in your browser's toolbar, select Forgot password?, and then Begin Account Recovery.
- A new tab opens to perform a security check, which helps prevent phishing. This security check ensures that only genuine requests reach our system, so attackers can’t fake the process or trick you into logging in on a fake website. Note: You might need to turn off your ad blocker or add Dashlane to the list of allowed websites.
- Enter the code sent to your email or the token sent to your 2-factor authentication (2FA) app and select Verify. Note: If you have 2FA turned on and lose your phone, you can't use recovery codes to request an admin-assisted recovery.
- Enter a new Master Password and select Create password. Note: All plan admins receive the admin-assisted recovery request. After an admin approves the request, you can move on to the next step.
- Check your inbox for an email from Dashlane. In the email, select Log in to Dashlane and enter the new Master Password you created. You need to log in using the same device you used in the previous steps.
- Now that you have access to your Dashlane account again, log in to all your devices and browsers to add them once more.
Alternative recovery options
- Biometric recovery: Employees can simply use biometrics, such as their fingerprint or face, to recover their account, but it must be enabled in advance.
- Account recovery key: Employees can provide their unique, saved recovery key and complete an identity verification step.
- 2FA support: If an employee knows their password but lost their 2FA device, admins can generate temporary 2FA codes for them.
This information and so much more is also on the Dashlane Help Center, which has hundreds of helpful articles walking you through everything from key features to Dashlane's security architecture and beyond.
Take a look around.
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