Lost access to Lucid documents due to an account change from individual to team/org

Question

[I added this to an existing thread initially, but I think that just makes it look like a reply ...]

I have a similar problem and am hoping it’s not too late. I had a previous individual Lucid account for our organisation under a comms@[domain] email for several years with lots of work on it. Some months ago my org changed to a team account with multiple users, and I was added under my own work address (same domain).

I’d not accessed Lucid for a couple of months and when I tried today, went in initially on my old account where I could temporarily see my old docs, but knowing I was now supposed to be on a new account I then logged into that but no sign of the old docs, and when I tried going back to the old account, it just switches me straight back to the new one.

Is there any chance of retrieving all this work? - it’s a LOT.

And is the admin you mention someone within our org - if so, I doubt they’d be able to help - can someone please explain the necessary steps if it is possible?

Or maybe better, can I raise a direct support ticket for help with this? - I’ve not yet found any way to contact Lucid Support directly.

Thanks in hope 🤞

Humas1985 · Accepted Answer

Hi ​@maggiedonovanLucidchart treats accounts under different emails as separate, even on the same domain, so documents created on the old domainindividual account will not automatically appear in your new work domainteam account. Access can be recovered by having the old account share documents with the new one, then transferring ownership, but this requires logging into both accounts.Contacting Lucid Support directly hereSubmit a request – Lucidchart is the best next step, as they can assist with account merging or bulk recovery if self-service fails.Hope this helps - Happy to help further!!Thank you very much and have a great one!Warm regards

Becca G · Answer

Hi ​@maggiedonovan, thanks for posting in the Lucid Community!As ​@Humas1985mentioned, a private support ticket is the next best step to continue investigation here. I’ve converted this to a ticket. You should receive an email with further communication. If you don’t receive an email, please feel free to reach out in the thread below.

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