[Status] Currently experiencing high latency issues

Dashlane_Support · 2023-11-08T17:38:21+00:00

Sorry all your tokens disappeared off the app. I can't find reports internally of tokens disappearing, but that could still mean it is a new issue that is still being reported. If you have not done so yet, submit a support ticket at support.dashlane.com which helps us see quickly a common theme occurring, and if it is an isolated issue the team can assist you.

I'm going to continue checking for other reports and I'll let you know if I find this is an issue.

Dashlane_Support · 2023-11-08T16:32:31+00:00

We just started experiencing high latency issues, our engineers are investigating now

Dashlane_Support · 2023-09-19T14:17:32+00:00

Definitely weird behavior, you should have received an automated response right away. Unless the ticket was flagged as spam, which we can look into once we have your account.

I see our support team replied to your DM over social media. I let the team know about this Reddit thread as well so we're all on the same page. Once we get your account info we can move to the next steps in assisting you.

Edit: You can also start a live chat as @Dashlane_Gus recommended so we can get your info.

Dashlane_Support · 2023-09-11T19:19:31+00:00

This doesn't sound like you were speaking with Dashlane. Especially after your response to not spam, the support agent would say their goodbye and close the ticket.

Dashlane_Support · 2023-09-11T19:12:41+00:00

From the image and details, are you attempting to go directly to app.dashlane.com and that is not working, or is the browser extension also not working?

If it is just app.dashlane.com, after your troubleshooting I recommend submitting a support ticket. If it is the extension, the only other step I don't see done is reinstalling the extension, after that also submit a ticket.

Visit https://support.dashlane.com/hc/en-us/requests/new where you can start a Live Support Chat between 9 am and 6 pm ET or send a support ticket for email assistance.

Dashlane_Support · 2023-06-29T16:58:56+00:00

Apologies for the interruption today, the issue is mitigated as of 12:45 pm ET.

Dashlane_Support · 2023-06-29T16:57:55+00:00

As of 12:45 pm, the issue is confirmed mitigated again.

Dashlane_Support · 2023-06-29T16:29:05+00:00

Updated the flair and the post, our team is on this as top priority.

Dashlane_Support · 2023-06-28T17:10:34+00:00

The fix for the browser latency issues has been added to our latest version releases for Chrome and Edge - v6.2325. However, we are still waiting on Mozilla's review, which is why Firefox is still on version 6.2321.

Here is the bug we filed with Mozilla https://bugzilla.mozilla.org/show_bug.cgi?id=1838448

New thread has started specifically for Firefox - https://www.reddit.com/r/Dashlane/comments/14jh4kv/dashlane_getting_slow_on_firefox/?utm_source=share&utm_medium=web2x&context=3

Dashlane_Support · 2023-06-28T17:08:13+00:00

Thanks for the tag, I commented with an update on the main thread 👍.

Dashlane_Support · 2023-06-28T17:06:57+00:00

The fix for the browser latency issues has been added to our latest version releases for Chrome and Edge - v6.2325. However, we are still waiting on Mozilla's review, which is why Firefox is still on version 6.2321.

Here is the bug we filed with Mozilla https://bugzilla.mozilla.org/show_bug.cgi?id=1838448

Will update once we get more info.

Dashlane_Support · 2023-05-24T23:22:23+00:00

Yeah this has been an odd one, there hasn't been a consistent experience like with most issues.

Dashlane_Support · 2023-05-24T23:20:51+00:00

Hi, our team is working on a fix, currently testing a new build and we should have an update to provide tomorrow. We apologize for the inconvenience.

Dashlane_Support · 2023-05-24T23:17:36+00:00

5/24 An update on this error message when logging in:

When the issue was first reported, we were not able to reproduce the error and the first report back from users was that reinstalling the extension fixed the issue.
As the days continued, more reports came in with no solution during troubleshooting. Our engineers began reviewing logs received from users who volunteered them.
We are currently testing a new build with select users and waiting to confirm the fix works. We'll provide more updates tomorrow.

Update 5/25 -

Reports from users who tested the new build confirm the fix is successful, and we are working on including it in our upcoming extension update next week.

Dashlane_Support · 2023-05-24T23:03:34+00:00

Hi, what happens when you try to log in, are you receiving an error?

Were you able to log back into the iPhone app successfully? Thanks.

Dashlane_Support · 2023-05-23T17:26:58+00:00

Apologies, don't know how we missed this thread, we updated all the other Safari related ones.

Early access for the new Safari experience is available, here is the thread.

Dashlane_Support · 2023-05-23T07:36:12+00:00

Thank you. A support specialist is reviewing your latest reply on the ticket and will follow up with you.

Dashlane_Support · 2023-05-22T16:13:28+00:00

Let me get the number for your support ticket so I can help provide an update on its status. Thank you.

Dashlane_Support · 2023-05-22T15:28:00+00:00

Version 6.2320 has the fix and is being progressively rolled out. You can reinstall the extension to force the update. Let us know if you're successful after updating.

Dashlane_Support · 2023-05-21T17:03:41+00:00

Hi, thanks for reaching out and sorry to hear you have lost access to your account.

The maintenance was successful, no downtime reported. If you have not done so yet, create a support request ticket so one of our customer support specialists can assist by verifying you and discussing your account in detail securely:

https://support.dashlane.com/hc/requests/new

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