Admin questions

When attempting to import our Azure environment into Lucidscale, the discovery and import process appears to run successfully without displaying any errors. However, once the import completes, the resulting Lucidscale diagram is blank and does not display any Azure resources, relationships, or topology information. Expected BehaviorThe Azure resources and their relationships should be discovered and rendered on the Lucidscale diagram.Actual BehaviorImport process completes. No error message is displayed. Generated diagram is completely blank. Azure resources are not visible in the workspaceTroubleshooting PerformedVerified Azure credentials and permissions. Confirmed access to the Azure subscription. Re-ran the import multiple times. Tested in a different browser and browser session. Confirmed resources exist within the Azure subscription.Could you please help investigate why the Azure import is generating a blank diagram and advise on any additional troubleshooting stepsThanksRam

I’m trying to access the full history of my document so that I can screenshot different phases of planning for a presentation. I’m finding that the revision history is limited. Clicking on “Load more...” doesn’t actually load any more.How can I access older revisions?

Hello everyone, I need some assistance because my account is currently stuck in an endless loop. Last night, I tried to purchase a 50K Flex account on Lucid and filled out my initial details. At some point, the system asked me to take a picture of my ID. However, my ID was in my car in the parking lot, so I couldn't complete it right away and closed the page.​Today (about 36 hours later), when I logged back in, the system immediately blocked access to the dashboard and showed an "Account Under Review" screen.​Because my purchase is not completed yet, I don't have an active account, and the standard support system won't let me submit a ticket. Now I cannot buy my account because the verification is pending, and I cannot contact support because I don't have an account yet.​Could someone guide me on how to unlock my profile or how to upload my ID so I can finish purchasing my 50K Flex account?​Thank you in advance for your help!   

Confluence now has Confluence space roles and will be forcing role based access in Feb 2027. My question is, what Confluence out of box roles would this app need to be assigned in confluence spaces. Are there minimum requirements?

How to get edit access to a document so that I can give edit permission to another member as a document admin. Not able to see the document that user is requesting

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Yesterday, we began noticing some pages were not able to be seen within our Lucidchart for some users. It is again happening today. 

Can we have a dotted arrows and dotted lines to indicate the passive process?

The link to my account does not work. Iam now using a different account to enter the conversation. The account is ********. The password reset link expires immediately, so its basicly not working.

Hi Support Team, My email address has recently been updated—specifically, the underscore (_) was removed, like changing it from joe_zhu to joezhu. After logging into Lucid with my new email address, I can no longer find the charts and files I created previously. I am using a company license, and I will continue to receive emails at my old address for the next 90 days. Could you please advise:Is there a way to merge or transfer my old account's files over to the new account? Alternatively, is there a way for me to download the files from my old account?Thank you for your assistance!  

We've noticed a warning in our Jira Cloud environment indicating that the Lucidchart Diagrams Connector for Jira app may stop working after January 2027 due to Atlassian's Connect end-of-support.Could you please confirm:Whether this app is affected by Atlassian's Connect end-of-support timeline. Whether a Forge-based migration or replacement is planned. Whether any customer action will be required. Any expected timelines or documentation relating to the transition.hanks You

I have implemented SCIM migration with Lucid, and as their guide I created an ‘all users’ group.Because of that, 600+ users have been created within LucidChart and they all received an invitation email to start using Lucid Chart. I ended up deleting that ‘all users’ group and their accounts have now all been deactivated. However today they received a “Reminder: a Lucid account was created for you” email.  How can I prevent these emails from being sent to all of our staff, or how can I remove all of these users from Lucid. We do not want these emails, as the users are treating them as spam. Thanks

We recently migrated our Confluence content after an acquisition from one cloud instance to our parent company’s cloud instance. We are now seeing an error on all Lucid diagrams “Unable to copy, move, or duplicate Confluence pages with macros. Try copying the page first, deleting macros showing erros and reinserting the macros.”The Lucidchart Macro Repair Tool seems like the solution for this as it says “The Lucidchart Macro Repair tool identifies and attempts to fix invalid Lucidchart macros. Invalid macros are often the result of copying or moving them between pages, spaces, or Confluence sites.” However, when try to convert macros after running the search, we’re seeing the following error:  Conversion failedError (Flow ID: 0553034dbc359bb0, Time: 9/8/2026, 9:17:24 AM) Any advice on a fix, or insight into what the error above means? Reuploading 700+ macros manually is a suboptimal solution.

Hello Lucid Community! Every week, I am responsible for updating and publishing my company’s 21-page org chart which is a visualization of all active employees, their hire date, job title, employment type, and overall employee population count. The current process to update this chart has been established for quite some time and many of the updates are manually performed. My goal is to create a process that far more automated and efficient in the event that a different team member would need to perform updates in my absence. Specifically, I want to use the strongest Lucid AI prompts to automate accurate employee population counts for each department we have and utilize a color legend we have established. Does anyone have recommendations to accomplish a more automated org chart update process with the use of CSV and/Excel data models? 

Hello,I have noticed this warning in Atlassian Admin Hub. Do you know if Lucid is working on a migration to Forge or what is the recommended thing to do?Best regards,Daniel

Hi,In our case, We have “Team” license, we have two users (User1 & User2), User1 shared file with User2, but they reported they missed files, both User2 and User1, User1 who shared he himself can’t find those files. Is there any additional info required here. Pls let me know.Pls help us to fix this.

Sorry, Delete this request

When trying to add a new user, we get the below error message. We have 2 available licences so should be able to add. This is impacting multiple admins on different devices.Response: "Oops, an error occurred. This exception has been logged with id 8enchgo0p" Status: 500

HelloMy company recently changed my email address, and as a result, I can no longer access the boards and templates I created under my previous email address.Since I am unable to log in with my old email address, I cannot retrieve these boards or transfer their ownership to my new account.Could you please help me regain access to my boards and templates or transfer them to my new email address?Thank you,Nina

We used to be able to share LucidChart’s with our whole organisation, but now only get a list of slack channels without the organisation option available. Does anyone know why this is and how to resolve it? I have attached screenshots of what we used to see and what we now see.This was before (with the slack integration on)  This is what we currently see.

We have set up the integration with ServiceNow so we can generate diagrams from ServiceNow in Lucid.  I am the admin in Lucid and everything works fine for me.  For others, they can create the diagrams, yet not access them in Lucid.  Their security is Lucid is adequate to create and edit diagrams, so this appears to be an OAuth issue (maybe).  We reached out to ServiceNow and this is what they provided:Thank you for switching the credential to Personal and for sending the message your other users see.We asked for Personal so each user's diagrams belong to that user. With Personal, the Create Diagram flow calls Lucid with the token of the user who starts it, so the diagram is created in that user's own Lucid account and they can edit it. Each user gets that token once, through the authorization link on the Create Diagram window, which "generate[s] an authentication token and fetch[es] your Lucid folders" (Create a Lucidchart diagram for a business application).The change works for the u

Hi, I'm using the same corporate account and I've just activated a trial plan. I only see 3 documents, while I previously had many more diagrams in this account. Could you please check whether my documents were transferred, archived, or associated with a different workspace?Thanks Marina

お世話になっております。張です。現在、弊社で利用しているLucidサービスを、別組織への提供を検討しております（同じメールドメインへのライセンス提供）、その中で、Lucid上のUser管理について、複数の管理者が存在する場合、・それぞれの管理者が管理できるUserの範囲を限定することは可能でしょうか・それぞれの管理者が「チーム」「組織グループ」を利用できるのでしょうか・また、各管理者が自身の管理対象となるCloud環境のみインポート、構成図作成できるのでしょうか上記を実現するために設定方法があれば併せてご教示いただけますと幸いです。 よろしくお願いいたします。 

Lucid has updated its Identity Provider (IdP) licensing logic to align with industry-standard SCIM provisioning practices.Previously, Lucid documentation recommended creating two separate IdP groups: a licensing group and a delicensing group. Moving forward, a dedicated delicensing group is no longer required.What changed? Action Legacy Configuration Updated Standard Grant License Add user to license group Add user to license group Revoke License Add user to delicense group Remove user from license group  Will this break my existing setup? No. Your current SCIM provisioning will continue to function normally. Removing a user from your primary license group now automatically triggers delicensing within Lucid.Recommended actions for adminsExisting IdP configuration: You can safely sunset your dedicated delicensing group in your IdP at your convenience. Removing users from the primary license group is all that is required

Hello,My company uses LucidCharts regularly. Recently our users get an “Access is Denied” when they try to access their LucidCharts accounts. The workaround is clearing browser cache and re-opening LucidCharts. We find we are getting  more calls about this error. Is there something we need to change on the configuration side? Maybe a timeout or access is expiring at a certain time? We access LucidCharts within OKTA or the Portal link. Thank you for your help