Cannot log in or upgrade to get support

[Rickstar]

I have recently changed laptops and tried to log in to Lastpass. When I do so I receive a message saying to check my email to verify this new laptop as a trusted device. However, I do not receive any email. I've checked junk mail and there is nothing. I know I receive emails from support@lastpass.com because I've tried the account recovery process, but am unable to because my account recovery data is not on my current computer. I have tried to upgrade from free to premium to get support but I can't because I have to go through the same process. How do I move forward if I don't receive an email to verify my new device? As I said, I'm happy to upgrade to get personalised support.

[modenet]

same behaviour. never received any confirmation email in gmail to confirm new browser.

[Rebecca_S]

Hi @Rickstar and @modenet, thank you for your question. 

If you have set up a Security email address, please check that inbox as the email was sent there. Also, please be sure that you have added do-not-reply-support@lastpass.com as contacts and to your email filter's allowlist, then prompt LastPass to send you another verification email.

For more information on verification emails, please visit: https://support.lastpass.com/help/why-is-my-device-not-recognized-when-i-log-in-to-lastpass-lp010154

Let me know if this helps! 

[modenet]

hi already checked my mailbox (gmail), not found any email from @lastpass.com

thanks

[Rebecca_S]

Hi @modenet, thanks for checking. Can you please send me a private message with the email that you use for your LastPass account?

Thanks! 

[modenet]

done, thanks

[Rickstar]

Hi @Rebecca_S,

I've added 

• do-not-reply-support@lastpass.com
• support@lastpass.com

to my allow list. And have sent another request but still no email. I will send you a private message with my email address.

Cheers.