Admin Questions

Understanding Licenses on a Team Subscription Each user on a Team Subscription must have an active license. Licenses cannot remain unassigned while the user is still part of your team, because every member automatically occupies one seat. This setup ensures that all members have access to the paid features available under your Team subscription.If you need to free up a license, for example, when someone leaves your organization or no longer needs Lucid, you’ll need to either:Delete the user, or Remove the user (available to Team subscriptions only)Once that user is no longer part of your team, their license becomes available for reassignment to someone else. Please note, if you delete a user you will be prompted to transfer their files to another member of the team. If you remove a user, they will retain their documents and be moved off the team. If you need more instructions on how to do so, please reference this Help Center article: Lucid Admin Panel – User Management.   

Hi everyone,I'm trying to customize the week view in Lucid so that it starts on Sunday and ends on Saturday, instead of the default Monday to Sunday setup.I've looked through the settings but haven’t found a clear way to change the week boundaries. Has anyone successfully updated this configuration? Is there a way to adjust the calendar or timeline settings to reflect a Sunday-start week?Any help or guidance would be greatly appreciated!

The OneLogin SAML and SCIM integration with Lucid was developed by and is supported by OneLogin. As such, OneLogin is responsible for providing support for set up or when functionality isn’t working as expected. You can browse OneLogin’s Knowledge Base for answers or contact OneLogin Support.

we are looking at integration with our salesforce instance.  Globally we have IP restrictions on this and I am wondering if lucid can supply a list of global IP so they can be added to our whitelist?

During your upcoming move to organizational groups in Lucid, your existing groups will be maintained in the following ways:The entire group structure from the previous experience will be brought over under a “Groups (Sharing)” folder.  Primary group members will be moved over as corresponding organizational group members. Group admins will become organizational group admins.All updates are limited to account management, so functionality within the Lucid platform won’t be interrupted for users. Read on for more details about how existing groups will be maintained. Groups structure: Groups from the previous experience will be brought over under a “Groups (Sharing)” folder used only for sharing purposes, and all licensing will be through organizational groups. For instructions on accessing and managing your organizational groups for licensing, as well as how to leverage Groups (Sharing) moving forward, reference our Lucid admin panel: Group management article. Primary group membership: An

I created a Licud Team Hub and would like to transfer ownership of the Team Hub to a different user that is already a member of the Team.  Is there a way to do that

I am working on Salesforce ERD document. The page is stuck, can’t do any update. I have tried to reopened the lucidchart, and even restart my computer didn’t help. the document link is 

We do not see to have any document admins, nor are we able to assign the role of document admin to anyone.  Who has permissions to assign document admins?I’m a Billing and Account admin, but the document admin role is greyed out for me to assign to anyone. 

Documents were transferred to another user and then the license was removed from the original user account. Transfer said it went through but the end user isn’t seeing any of the documents.

The firm has changed the email extension for my team.  Since that change went into effect my team ates are unable to access any documents we have created in Lucid or has been shared with us in Lucid.  We each have documents that we need to access for current work we have in flight.

Hi, In LucidChart I have a few old accounts that are ‘limited access user’.  I’d like to remove these old accounts, but could these account have owned files ? Is there a risk that I loose these files when I delete the account ? What is the procedure  to transfer his files? Thanks for your help. Regards,Joeri Michiels

I am using Lucidchart’s Org Chart with an uploaded dataset (columns: Type, ID, Name, Parent ID, Revenue). My Revenue field is numeric and displays correctly for individual school nodes. I created a calculated field called Team Revenue with the formula: SUM(Descendants("Revenue")).  I want to be able to show revenue by employee including a roll up under each supervisor. Ideally this is dynamic as I move folks to di In the Org Chart Details panel, the total roll-up for the entire chart is correct (e.g., I see a numeric value of $50,000,000, which matches my source data). The Problem:  When I add Team Revenue to the layout tap and apply it to all shapes, every manager shape shows a 0 instead of the correct  descendant total.  However, the org chart details panel shows the correct number for that manager.Troubleshooting I have already tried:  I have already verified my data set haas no formatting issues.  I have deleted and recreated the calculated field.   I ensured the formula uses t

Hello,I have been createing flowcharts from mermaid code and all goes well until í copy the chart and paste it elsewhere (tried word and confluence), then only the containers in the chart are visible and none of the text within the containers, like this:Do you know what I can do to get all the info copied?

 Hi,I have added mermade code into the diagram as a code section, and it is appearing on the preview but not on the actual page. I have tried all the usual methods to fix this: I have refreshed my page, opened a new Lucid document and tried it in there, I have input a new made code in the same document, and that works, I have reset my computer, but nothing seems to work. Since you can't expand/shrink the diagrams, it may get stuck in this state.If someone could explain why this is happening, that would be much appreciated.Thank you

I received an invitation by The Lucidchart product design team for a zoom interview, with the offer of a $50 Amazon gift card for my time. I thought this was quite nice, and I had been intending to extend my use of Lucid throughout my company anyway, so it was a good chance to ask some questions. 2 weeks later, and there’s no gift card, and I’m beginning to think this was all an elaborate phishing scam by someone not affiliated with Lucid. Should I be concerned?  

A member of our team has left and I am going through their documents to delete or transfer ownership of everything. I’m an account admin and a document admin so I’m using the Document Discovery tool in the Admin console. What I’m finding is that the Mark for Permanent Deletion function only works sporadically. If I mark a set of 10 documents for deletion only about 7 of them will actually get marked for deletion. (I believe when they show up greyed out in the search they have been marked?). Transferring ownership also doesn’t seem to work as expected. When I transfer ownership of a document from John Doe to Jane Doe, I expect that the next time I search for documents owned by John Doe that they will not appear. Instead, a search documents owned by John Doe returns those documents but the documents now have Jane Doe as a Collaborator. Not exactly what I need.There is also no way to filter out documents that have been marked for permanent deletion.Am I missing something here?

I’m an account admin and document admin but there seem to be team hubs that are hidden from me. I can see those additional team hubs in the Managing document location dialog in the Admin > Compliance > Discover when I move documents to a new owner or location.Is there a way that I can see and manage these team hubs?

Hi - I saw folks with similar questions to mine, but it always says the ticket was migrated over to the questioner’s account due to security reasons.  I’m guessing I’ll be the same. I manage a fleet of 100+ licenses, but I know some people rarely use it and I’d like to know who they are.  Or I’d like to know when someone hasn’t used their account for some time so I can check to see if the user may have left the company.  How can I do that easily?  Thanks!!

 Keep getting this error while connecting to salesforce sandbox for importing ERD

Admins on Team and Enterprise accounts can control whether or not users have access to Collaborative AI features in Lucid.Here’s how to adjust these settings: In your Lucid account, open the Admin panel from the left-side menu. Click Security in the left-side menu. Select User feature controls. Under Collaborative AI, use the toggle next to Enable AI features: Summarize, Generate ideas, and Sort ideas to turn these on or off. Click Save changes in the upper-right corner. Here’s how this looks when AI is enabled:And here’s how it looks when AI is disabled: If you don’t see the Collaborative AI icon in your Primary Toolbar, it may be because your admin has disabled Collaborative AI for your account. In that case, reach out to your Lucid admin for more information.For step-by-step details, you can also review our Help Center article: Transform productivity and innovation with Collaborative AI.We hope this helps you and your team feel confident managing AI access in Lucid!

Hi Lucid Chart Admins. We have had a user who lost there enterprise licence as access removed to the app. Now the same user got there enterprise licence given back to them but all historical files are now missing. Can these be restored ? 

Hello!!Is there a way to confirm that the information I delete from my account is permanently deleted? I'm from Mexico, and I'd like to know if I can delete the information I upload about my company so it won't remain anywhere. Thank you!

Synchronization with MSFT is not working. Is there any ongoing outage ?

I’d like to add folders to my Team such that all Documents for the team are not just in a large list.  This will aid us in locating items more quickly.  I do not see a way to do that today.

Hi. We’ve been using Lucidscale to import diagrams for about a year, everything was fine until the beginning of September when mysterious error appeared.We’re tried many times but still no success.Method - Role AuthRegion - 1, empty account for pure testChrome Debug log: The support ticket hasn’t resolved the issue yet, and we would greatly appreciate any help.