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Get help with charges, invoices, billing information, and managing your plan.

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Morgan TLucid support team

posted in Billing

Invoice charge or refund questions? Find all billing resources here

Lucid’s Help Center now has a section devoted entirely to information about billing. Whether you need help accessing your invoice managing your plan or contacting support we’ve got your back! Keep reading for more resources.💁‍♀️ Get startedLooking for general information about Lucid’s billing practices? Check out our Plan and Billing Overview article! It provides the basics about billing with Lucid as well as directs you to articles that can help with more specific needs.🗞 Manage your planNeed help with your subscription? Look no further than these articles.Update billing information — instructions for updating your payment method Lucid charges — learn about our products and why you were charged Failed payment — troubleshooting steps regarding failed payments Cancel your plan — cancel your subscription any timeNote: There is a no-refund policy for all cancellations.💳 Invoices taxes and programsLooking for something else? Take a look at these other billing articles.Access invoices —

Hello, I forgot to turn off my free trial and was charged a couple of minutes ago. I do not intend to use this app anymore. Could you please let me know how to get a refund?Thank you.

1 hour ago

ta.volkova

asked in Billing

Пропал доступ к ресурсам на платной версии

Мы оплачивали доступ на год вперед по тарифу enterprise, но сегодня утром он внезапно откатился до уровня бесплатного тарифа. Подскажите что случилось и как исправить ситуацию?

HelloI have the same problem. I had a 7-day free trial, but i missed the cancellation because l made a mistake with the date. It costs too much for me and I would like to get a refund.184.4au Payment has just been made, and never used this tool since then. Please arrange the refund as it is a huge amount of money to me. Appreciate.

Request cancellation of renewal and refund

尊敬的 Lucidchart 客户服务团队，你好！我是你们平台的用户，注册邮箱是【jinchenggao1996@gmail.com】，最近发现系统自动使用我的信用卡信息为我续订一年的【个人计划】，而我并没有明确同意续订，这让我很惊讶，因为我事先没有收到任何警告或确认。由于我无意续订此服务，因此我特此请求取消此计划的续订并要求全额退款。另外，请确保我的帐户不再设置为自动续订模式。希望贵公司能理解我的处境，并尽快帮助我解决这个问题。如果您需要更多信息或行动，请随时告诉我。感谢您的支持与理解，期待您的回复。金城

19 hours ago

youssefel

asked in Billing

Refund on annual plan

Hello, I recently encountered an issue. I have trying lucid out, I was prompted to upgrade. Believing I would receive a 14-day free trial, I clicked through, then I was deducted with yearly subscription of $360, including tax. Unfortunately, this cost is prohibitively expensive for me, and the purchase was made accidentally and I do not need it. I kindly request your assistance in processing a refund, as I did not intend to make this purchase. I didn’t use in couple days and did not get update before the payment is made or reminder that my free trail is finishing.Thank you for understanding and for your support.

Cancel subscription plan immediately

Education account - Didn't get akes if teacher or student

Hi, I made an account with my university email adress, but didn’t get asked if I’m teacher or student, after the first login. Also a lot of charts are still not avaiable, so seams as I have still the free account instead of student account.

Invoice 17011465 refund request

Hello I would like to request the cancellation of my subscription, as I am not satisfied with the service and have decided to use Microsoft Visio instead.Could you please assist me with the refund process?Thank you for your prompt attention to this matter.

Subscribed to yearly plan instead of monthly

I accidentally subscribed to a full year and only meant to subscribe to a monthly plan! Help!

HelloI had a 7-day free trial, but i missed the cancellation because l made a mistake with the date.It costs too much for me and i want a refund. Payment has just been made, and never used this tool since then. Please give me a refund as it is a huge amount of money to me. Thank you. Account Email ID: luvjs5740@gmail.com

Is there a bundle for LucidChart and Spark?

Is there a bundle for LucidChart and Spark for 1 individual?

Incorrect Subscription - Annual vs Monthly

Hello All, I’ve just upgraded my subscription and wanted to subscribe for a month to try out the platform for a potential project we’re looking to run. I’ve gone through the subscription process and I’ve been billed for a full year (£96.00) but I only wanted to try it for a single month (£9.00). I cannot see anywhere in the account/billing section which will allow me to cancel the subscription or alter it to a single month and get a refund. Any help would be much appreciated.

What billing plan fits our staffing?

Our staffing level changes. We can assume that we will always need three seats, but beyond that it will change, adding/removing several accounts throughout a year. What billing plan best accommodates this situation?

Why Am I Being Asked To Upgrade For Something I Already Had?

I have been a paying member of Lucid for years. Great Product. Reasonable Price. I have a handful of mindmaps that I have not used in a long time. And now I am being asked to upgrade to use them? Not sure what is going on. I see LucidSpark which I tried years ago and I was not impressed. What is happening? Thanks!! Paul

Hi,I have accidentally subscribed to the Lucid chart. Could you please help me in canceling the subscription and refund the amount debited from my account?

Realizaron un cobro a mi tarjeta de crédito por una membresía anual del plan Equipo, no autoricé este cobro y quiero el reembolso de mi dinero.

License Reduction Request

Is there any way to reduce our current Lucid Suite licenses from 45, let’s say, to 35 from the Admin Panel?

Refund on annual plan

I accidentally couldn't cancel the subscription, so the payment was made. Lucid's software helped me a lot, but I think it's too much for me right now, so I'm going to cancel it.

961

4 months ago

Chelsey DLucid support team

posted in Billing

Cancel your free trial or paid subscription

So you’re looking to cancel your trial or paid subscription? (Para obtener instrucciones en Español, consulte esta respuesta a la publicación de la Comunidad.)We are sorry to see you go and we hope your Lucid Software experience was a positive one. We hope you will be able to return in the future! 👋If you have a Lucid Suite subscription, please have the Account Owner of your subscription contact your Lucid Account Manager or support@lucid.co for assistance with your cancellation request. Otherwise, to cancel a trial or subscription, please follow these steps:From your Account Settings, navigate to the Plans & Billing page Under "Your plans" click the three-dot menu to the right of the Lucid product you would like to cancel. ⚠️ (Note–If you have a subscription or trial for more than one Lucid product, you have to cancel each product separately.) From the three-dot menu to the right of the product name, select "Cancel this plan" Follow the prompts to cancel⚠️ Please note that canc

990

5 months ago

Chelsey DLucid support team

posted in Billing

💲VAT, ABN, GST and other invoice tax questions

If you are a business with a registered VAT, ABN, or GST number, you may add that valid number to your account to exclude the tax from your future invoices. If a VAT or GST number is not provided at the time of an invoice’s issuance, VAT or GST will be applied and will continue to be charged on future invoices until a valid number is submitted.Note: This option is not available in all countries. Please refer to Lucid’s Taxation Help Center article for your specific country for additional details. To add an ABN, GST, or VAT number to your account for future invoices, follow these steps:Click your profile image or icon in the upper-right corner of your Lucid account. Click Account Settings. Select Plans & Billing from the menu on the left. Next to “Payment method”, select the three-dot icon . Select Edit payment method. Under "Payment method", select your billing country. If applicable, add your business’ ABN, GST, or VAT number to your billing information. ⚠️ You will only see the

380

5 months ago

Chelsey DLucid support team

posted in Billing

✏️ Updating invoice information

Are you looking to update or add new information on your Lucid Software invoice? We are here to help! 🏢 Adding a company name to the invoice The info in this section can be found in the Access Invoices: Add company name article in our Lucid Help Center. To modify your billing information to add your company name to future invoices, follow these steps:Navigate to the Plans & Billing page. Click the three-dot menu next to “Billing history”. Select Edit invoice details. Under "Invoice Settings", check the box next to "Include company name...". Enter the company name in the corresponding text field. Click Save changes.Please Note: Any changes made will be applied to future invoices. If you need to edit your most recently posted invoice, please contact Lucid Billing Support.💳 Updating payment method, invoice address, and other billing information The info in this section can be found in the Update Billing Information article in our Lucid Help Center. To update your credit card or ad

280

5 months ago

Chelsey DLucid support team

posted in Billing

📧 Opt in to receive a renewal receipt and invoice automatically by email

The information in this Community Post can be found in the Access Invoices: Opt in to invoice receipts article in our Lucid Help Center. To download a paid invoice right now, see this Community post: Downloading my paid Lucid Software invoice PDFs. If you are the current Account Owner or Billing Admin, follow these steps to opt in to receive emails containing your invoice following a subscription renewal:Navigate to the Plans & Billing page. Click the three-dot menunext to “Billing history”. Select Edit invoice details. Under Notification Settings, under “Send email receipt to…” check the box next to “Account admin”. Click Save changes.The confirmation email will be generated automatically at the time of payment. The invoice confirmation emails have the subject line: “Thank you for subscribing to Lucid” and are sent from one of the following email addresses: ar@lucidchart.com, ar@lucidspark.com, ar@lucidscale.com, or ar@lucid.co. They will also have a PDF copy of the paid invoice a

670

5 months ago

Chelsey DLucid support team

posted in Billing

🧾 Open and unpaid Enterprise invoices

Are you looking for a copy of your open or unpaid Lucid Software invoice? First of all, please note that Lucid can only accept automatic payments via most major credit cards or PayPal for individual and small team accounts. We apologize for any inconvenience this may cause.That said, if your large team or enterprise account has been specifically approved for invoice billing and you are looking for a copy of your open or unpaid invoice, they will be sent via email to the Account Owner, Billing Admin, and any other specifically requested email address set up to receive billing emails for your account prior to your renewal. If you cannot locate the open invoice in your email, or if you need to request additional email address(es) to receive these emails, please contact our Accounts Receivable team at AR@lucid.co or submit a support ticket here and we will be happy to assist you.If you would like to know more about the requirements for invoice billing, please contact a member of our sales

130

5 months ago

Chelsey DLucid support team

posted in Billing

⬇️ Downloading my paid Lucid Software invoice PDFs

How do I download my Lucid Software invoices? Customers can always download their paid invoices from the Plans & Billing section of their Account Settings. Our Help Center article outlining how to do this can be found here.Only Account Owners and users with the Billing Admin role will be able to access the Plans & Billing section of the Account Settings to download invoices. If you do not have access to the Plans & Billing section of the Account Settings (if it’s missing from the menu on the left) it probably means your email address has not been granted the required permissions to access invoices for that account. You will need to contact the Account Owner if you would like to request additional permissions. To download a PDF of a paid invoice, follow these steps:From the Account Settings, access the Plans & Billing page (on the left). Look for “Billing information” (to the right). Under this section, you will find your billing history. Click the three-dot menu next t

280

5 months ago

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Have a billing question about a charge, invoice, or subscription? Find help here.

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