Account documents were transferred to another user and now they are not found

Hi @JeffWires 

When transferring documents in Lucidchart, particularly in the case of deleting from a user account and transferring their documents to another account, it's important to ensure that the process is carried out correctly to avoid losing access to any documents. Here are some steps you can take to remedy the situation where no documents appear to have been transferred:

1. Confirm the Transfer Settings

• Double-check the settings in your Lucidchart admin account to confirm that the document transfer feature is set up correctly:

2. Contact Support

• If you cannot resolve the issue internally, contact Lucidchart's support. Provide them with:
  • Both Email Addresses: Include details of both the old and new accounts.
  • Action Taken: Explain what was attempted during the transfer process.
  • Any Error Messages: Include screenshots or descriptions of any error messages encountered.
• View more information here: Submitting a Request | Community (lucid.co)

I hope that this is helpful.

Thank you for the info. We require support since the documents did not transfer.

(user) to (user) 

This worked correctly when we deleted (user) and transferred to (user).

We never saw transfer complete. (user) is the only account and the documents from (user) are not found.

https://help.lucid.co/hc/en-us/community/posts/new