User license reverting to requested status

Question

We have a Team Plan and I assigned a license to a staff member. He’s been using Lucid Charts in the past. Recently, when he tried logging into his account, his account no longer had a full license. I logged into the dashboard and his account was now showing a “Requested”. I couldn’t assign him an account because he used up the last account in our Team account. I ended up deleting his account and recreating and assigning a license. He was OK for a couple days. Today he said his account was limited again. I login and again his account shows “Requested”. Anyone one know what is happening and how can I fix this?

Thank you.

kmougammadou · Accepted Answer

Hi ​@itssoft, thanks for posting in the community! Can you confirm that the user has a license? Can the user make sure that they are logged with the correct email address? Please let me know if the issue persists so we can further look into it. Thanks!

itssoft · Answer

The user’s account seems to be OK. We think it’s because he signed-up for a trial LucidSpark license. In fact, the system said he had two trial licenses. His account was taking up a LucidChart license, however, “LucidChart” was not listed in the License column of the user list. That field was blank. However, when you click on the down arrow for the licenses, it listed LucidChart and LucidSpark licenses.

The LucidSpark trial licenses have expired so the License column is no longer blank and it lists LucidChart like with all the other users. I’m having the user test his account to make sure he has properp access.

Will post another note if he still is having problems.

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