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Encountering an issue or have questions about how to use a Lucidchart, Lucidspark, or Lucidscale? Search the Lucid Community or post a new question to get support.

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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 —

asked in Product Questions

Why are templates and visual activities not showing up in my Lucidspark document?

When I open a Lucidchart or Lucidspark document, I’m used to having a list of system templates. And in Lucidspark, I’m used to being able to pick from several visual activities. However, when I checked today, I only see one template (one that I created) under All Templates.Missing system-provided templatesIn addition, visual activities are not available for my Lucidspark document.Missing visual activitiesI have tried on both Chrome and Firefox browsers. The issue is present in old and new documents. Is this a known issue? Are there any workarounds?

asked in Product Questions

How to get rid of quick tips

How can I keep quick tips from coming up every time I use Lucid?I have multiple tabs with a Lucid Chart.When I switch to the tab I have to refresh the tab 1-2-3 times and wait for quick tips to search and then display a tip that I’ve already see 100’s of times.Love Lucid Charts but hate this new behavior so much if I can’t get rid of it I’m going start look for a different product.Dave Keeney

asked in Product Questions

Is it possible to do a vsdx mass export?

Is it possible via the lucidchart api to do a mass export for vsdx for backup? thanks

asked in Product Questions

Missing AI help

I do not have the AI chart developer icon, can you help me add it?

asked in Product Questions

"Import your data" disabled by administrator

For some reason I am getting the following message when I try to import UML data. I’m using a private account (not using an organisational one) so not sure why this would appear and how I can move past it

Sebastien Ruchet

asked in Product Questions

Bug report: PNG export white space for grouped elements

So this is easily reproduceable, I created a sample test document for this.Support PIN:dubRNy96HTud8Z182606170 Have ungrouped elements: PNG export is fineHave grouped elements: PNG export will include extraneous whitespace (bug) Please correct this as this impacts Lucidchart daily usage.

asked in Product Questions

Swimlane title formatting and color fill

I am not talking about the section headers, which is what help and wider google searches keeps directing me to.There is a facility to give a swimlane container a title. It’s there to the top left in grey. However, when I give my diagram a title it is shaded grey on a dark grey background and there is no obvious way to change that to something which meets accessibility guidelines.As there is no help that I can find on this topic, I presume it is either a bug or by design. If there is a way to change the default, please let me know how and advise me of the search terms I should have used to find these instructions.

asked in Product Questions

How to use data linking with dynamic table?

Hello all. I am trying to find out if what I am trying to do is possible. I have not been able to find any example searching around that fits my exact use case or leads me in the right direction. I have explained it in the attached image below. Thank you in advance for any input anyone can provide!

asked in Product Questions

ISSUE - we have a diagram with BPMN-inspired arrows but the endpoints seem to have changed in Lucid

We have been using Lucid to draw ERD's of our applications. We've always used the arrow endpoints that contain a v-shaped form on top of the line and the horizontal line shown across the line. I am taking over this project from a colleague and I just noticed that we cannot select these arrow endpoints anymore. However, our entire diagram is modeled with them in mind so I cannot continue linking our entries in the ERD now.Can you please let me know how to get all previous arrow endpoints again?Additionally, we also used the icon in the top right corner to indicate that a certain model was finished or still in progress etc by including an emoji. I also cannot seem to find that setting anymore. Did it move or was it simply removed from the options?

asked in Admin Questions

How to disable automatic edge scrolling?

When drawing a diagram, anytime my cursor gets within a few inches of the edge of the browser, the diagram begins to auto-scroll in that direction. This means that when I’m attempting to select a new object to drag onto the canvas, from the left toolbar, it starts scrolling. It’s driving me mad. How can I disable any sort of auto-scrolling?

asked in Product Questions

Broken thumbnails within Google Docs and Lucidchart

Hi there,some of the thumbnails of my charts appear broken in Lucidcharts. What is more annoying is that some of them are broken when inserted in google docs. Please help me out. thanksPeter

posted in Product Questions

How do you rotate a door?

Nothing I do will make a door attach to a wall object swinging in the right direction. There appears to be 4 doors in the "doors and windows" group thing. Sorry I have screen shots of all this but the forum here seems to do a very poor job of embedding images. Nothing I do will get any of the door objects to attach to the wall in the correct orientation and it's driving me insane. I can't find anything that allows me to rotate the door into the correct orientation. What gives?

asked in Product Questions

Google slides thumbnails are no longer working in Lucidspark

Question to the mods and the community: is anyone else having trouble creating thumbnails after importing a Google Slide document into Lucidspark?Here’s what’s happening:I copy the Google Slides link into Lucidspark The link appears as an image I click “Extract Thumbnails” on the sub menu associated with the image A menu of all the slides would pop up, I would pick the ones I wanted (often all of them), click Done and then they would appear on the Lucidspark boardThis used to work fine, but now the tool now seems broken. It will cycle endlessly trying to generate the thumbnail images, and nothing will happen no matter how long I wait. (Or less often, sometimes the thumbnail screen will appear, but only show the very first slide and not the rest.)These issues occur regardless of the size/length of the Google slide deck. Any advice?

ebenChaffeeLucid Legend Level 1

asked in Product Questions

Finding Issue Key on Jira card

I am trying to reference the “Issue Key” for a Jira card. I would like to use this to link to additional data I will be storing using the issue key as the reference. What is the proper syntax to get the issue? I am able to get many other data fields from the issue but not this one. I see it on the card itself and can see the url via $sourceitemurl

asked in Product Questions

Jira tickets converted from post-its or lucid cards don't lock to position in dynamic table

We have been using a dynamic table for our quarterly planning. The table dynamically resizing has worked well for tickets imported from Jira but there is a problem with Jira tickets converted from post-its or lucid cards in the table. These tickets don’t lock to their position within the board ie if objects are placed in the row above and resizing occurs these tickets do not stay in/lock to their their row and the dynamic rows resize over them so they effectively are in the wrong place unlike the other tickets which remain where they were placed regardless of the resizing. Even when they are manually moved after conversion they will not lock to position if other rows/columns resize.

asked in Admin Questions

Error message when attempting to use the Lucidchart Plugin in Confluence

Greetings, all!I’m a Confluence administrator and I have users logging tickets that they cannot properly use the Lucidchart Confluence add-on. When they are in Confluence Data Center and try to use it, they get an error message. I was able to reproduce this issue. Any ideas as to how to troubleshoot further or what I can do to fix this?Thanks in advance!Tom

asked in Admin Questions

Jira add-on fails to install/upgrade

I’m trying to upgrade the Lucidchart plugin in Jira from version 1.11.0 to version 1.11.1. The install fails almost immediately and there is this message in the Jira logs:2024-12-18 21:19:52,035+0000 UpmAsynchronousTaskManager:thread-1 WARN <username> [c.a.u.core.install.DefaultPluginInstallationService] Plugin installation failed: Attempted to install an OBR that does not have exactly one main plugin jar

posted in Product Questions

line weight is inconsistent when i export my chart to PDF

the lines are all a consistent weight on Lucid: https://ibb.co/SVpvkpL   however upon exporting to PDF some lines inexplicably become bolder than others: https://ibb.co/db2BkNb   this shows up when i print the PDF as well and renders my work unusable because i don't want to give the impression that i'm emphasizing some arrows over others.      

asked in Product Questions

Remove customised colour palette items

Over time my custom colour palette has gotten quite large and I would like to remove some of the fill colours I don’t use. Is there a way to do that?

asked in Product Questions

Styles changing automatically

The formatting styles are changing automatically causing the layout to move and display incorrectly. I assume this is from something I clicked on, but I can’t tell as the UI doesn’t have anything indicating the styles should change.

asked in Product Questions

Cannot export my ERD

No matter how few entities there are, my ERD cannot be exported because of an error.

asked in Admin Questions

Lucidscale - Unable to structure by availability zone for "unsupported" regions

I am building a diagram for resources in one of the unsupported regions. Since it is unsupported, I had to load the data from a JSON file generated from the Lucid CLI script. I see the resources and all the standard views load fine. I tried to modify the Structure of the “Summarized Infrastructure” view so that it would include the Availability Zone but the diagram does not change to reflect the AZs within the region. I expected the view and used on a data source in one of the supported regions and it performed as expected. It seems like a bug to me that the Structure understands the region but doesn’t appear to be able to parse out the AZs within it, even if it is an unsupported region. At the parsing level these are just strings with a letter at the end.

asked in Product Questions

Are Team Folders being deprecated?

We got a new enterprise subscription and we were surprised to see that the Team Folder functionality is not there. We cannot see “team folders” and we cannot create them either. Despite that, in the admin section, there seems to be some configuration around who can create Team Folders (way-to-go for UX). Is the feature being deprecated? Why? The help center is quite clear about this (link): *Enterprise accounts created after May 15th don't have access to team folders. We recommend leveraging team hubs to organize teams and share documents within your Enterprise account. Team Hubs looks like an offering around agile teams that need to separate their whiteboards and designs. As Azure SCIM (or other SSO SCIM) is not supported currently, managing users to teams is manual effort on top of everything else. Counter to that, the use case of team folders was different. Quoting the description of team folders within the admin panel: Team Folders are spaces for users to collaborate within teams o

asked in Admin Questions

How can I create loops, arrows, and curved lines?

I am trying to create causal loops like this image, can it be created in Lucidchart?

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