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The touch screen functionality for the mobile-web version of LucidChart, as recommended by the Product Team in the following article, is unacceptable for professional use. 


Consequently I have been forced to upgrade my Individual subscription to a Team subscription (wasting 2 of the 3 licenses) just to maintain this capability. While I love the product I am now looking for alternatives as your business decision has forced me, a paying customer, to bear the full brunt of your disagreement with Apple. Please find a better option like charging a few dollars more for the Individual subscriptions or something like what I proposed below.  

---Detailed discussion follows--- 

From: Tasi Frampton <tframpton@lucidchart.com>
Sent: Monday, July 15, 2024 6:16 PM
To: Gilbert M Frontz IV <gilbert@frontz.us>
Subject: Re: Lucidchart setup error?

 

Gilbert, sincere apologies for the inconvenience and that I just caught this stuck in my drafts. I took your feedback to our pricing team when I saw this and would also encourage to post it in our Product Feedback Community. As of current, users generally are part of small teams which is reflected in our minimum license counts. 

 

Sorry I don't have a better option for you,

 

Tasi Frampton

Account Manager

Certified Scrum Master

Mobile 385-233-1715 texting welcome

 

Book a 15-minute Meeting with me

 

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On Wed, Jul 3, 2024 at 1:40 PM Gilbert M Frontz IV <gilbert@frontz.us> wrote:

Hi Tasi, 

Sadly the upgrade was intentional because LucidChart is unwilling to develop individual licenses for the Apple iOS/iPadOS app. 

 

I am a solo business user who is now heavily relying on his iPad again for mobile work and I am not alone in my frustration that the mobile browser version works poorly compared to the dedicated app when using the touchscreen. 

 

Since your company no longer offers mobile app to paid individual users I like many others am forced to purchase a 3-seat “Team License” and waste 2 seats.  

 

I love the products your company produces, however this shabby business decision is testing my loyalty for your platform. If a Visual Paradigm or Microsoft Visio were to release a full-featured OS/iPadOS app I would likely cancel my subscription and leave. 

 

If your product teams are really not interested in writing the “in-app purchase” hooks or applying for a waiver from Apple the least that you could do is make the Team subscription more palatable by making it a 2-seat or reducing the costs per seat of the 3-seat licenses. The whole dialogue that “Apple made a change, so we’re making our customers bear the burden of the impacts” is simply not acceptable service for paying customers. 

 

Cheers, 

Gilbert

 

 

On Jun 27, 2024, at 18:31, Tasi Frampton <tframpton@lucidchart.com> wrote:

 

Hi Gilbert, enjoyed reading that you're assisting non-profits to create a google presence and here to help as your Lucid account manager! 

 

What do you have open over the next few days for a quick chat? I just received a notification that you added licenses to your self-serve “Team” account, (or that you recently signed up for our self-serve “Team” model) was that intentional?


Usually there are concerns around the security and admin control of the Team subscription. Most companies require our business subscription to help avoid any risks to their intellectual property and documentation. Our business plan also gives you unlimited free view/comment licenses and user usage data which can help reduce costs long term. 

 

Take care, 

 

Tasi Frampton

Account Manager

385-233-1715 (texting welcome)

 

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10355 South Jordan Gateway, Suite 150

South Jordan, UT 84095

 

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Hi, thanks for this idea! We encourage anyone else who’s interested in this to upvote this post and share any additional details about your use case or what you’d like to see in this experience. For more information about how we manage feedback in this community, please take a look at this post:

 


I’m also a paid individual who uses the web version and recently grabbed an iPad with the hopes of more rapid design on the fly and when collaborating but came to find out I have to pay more.  That’s unfortunate and will likely lead me to finding an alternative and cancelling my service with you guys since I won’t need both.


Hi ​@TahoeJackson

Thank you for your feedback! I apologize for the inconvenience this has caused you.  Please feel free to upvote this idea and add any other details of your use case in the thread.


Hi

I would also like to be able to use the iOS and iPad OS App as I am a Solo user of Lucid and don’t have the need (or desire) to purchase 3 seats for a team licence. I would even be willing to pay a bit more for my individual licence and have access to the mobile App.


Hey ​@bhawkins I completely understand your point! Thank you so much for adding your comment with extra feedback and for giving your upvote. This is the best way to show your support for this idea!


I truly enjoy using Lucidchart and find the core product excellent. However, as a paying Individual Plan user, I’m increasingly frustrated by how many essential features are locked behind Team or Enterprise tiers.

Many of these features aren’t inherently “team-only” and would add significant value for individual users. This approach feels less like a customer-focused decision and more like a profit-maximization strategy, which is disappointing.

As it stands, I’m left with two poor options: upgrade to a plan that doesn’t fit my needs or cancel and move to an inferior product. Unfortunately, the latter is becoming more likely.

Suggestion: Consider introducing a “Pro Individual” tier or à la carte feature add-ons. For example, features like data linking, conditional formatting, advanced shape libraries, and presentation mode are extremely useful for solo professionals and not exclusive to team workflows. Offering these as part of an upgraded individual plan—or as optional add-ons—would allow users like me to access advanced functionality without paying for unnecessary team features.

I hope Lucidchart will reconsider this model and provide a more balanced feature set for Individual Plan users. Doing so would strengthen loyalty and reduce churn from customers like me who love the product but feel boxed out by the pricing structure.