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Peer Support

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.

6185 Topics
Morgan T
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 —

18680
Morgan T
2 years ago
C
Christian Klüwer
asked in Admin Questions
Error: Umlaute nicht abbildbar, Schriftarten verschwunden

In den vorhandenen Boards sind Schriftarten verschwunden bzw. nur noch ausgegraut. Dadurch sind Umlaute nicht mehr abbildbar bzw. werden durch andere Zeichen ersetzt.Liegt hier ein genereller Fehler vor? 

142
C
50 minutes ago
Andrew B105
Andrew B105
asked in Product Questions
Change columns used for imported Excel org chart

I have an org chart I’ve spent a bit of time formatting. I want to create another version of it with different reporting lines, so I duplicated my manager ID column in Excel and changed what I needed to. My original plan was to just duplicate the existing page, relink the data but change the manager ID to the new column. Updating the data doesn’t give me that option though, and importing it from scratch doesn’t keep any of the manual formatting I’ve done. Is there a way to change the column it uses when it refreshes data?

10
Andrew B105
2 hours ago
Andrew B105
Andrew B105
asked in Product Questions
Inherited from org chart section missing

I’m working on an org chart and couldn’t work out why I couldn’t do conditional formatting based on the “Tier” or show the number of direct reports: the options aren’t there. I looked at an old chart and in the data panel there is a section called “Inherited from org chart” which the current one doesn’t have. Is there any way to get this back?Old chart data panelNew chart data panel 

30
Andrew B105
6 hours ago
E
el.samuel
asked in Admin Questions
URGENT! Servers experienced an error

Hello, I apologize for such an urgent request, but our team can’t access some of our boards. We urgently need to work on them. Thank you

356
Richard U
7 hours ago
Lisa F101
Lisa F101
posted in Product Questions
Moving from one tab to another

How do I move an individual box from one tab to another.  The org chart comes out by 'department' but I want to adjust by manager. I tried to drag and drop and copy and paste but neither worked. Thank you

203
Ambar D
7 hours ago
B
bmdavgo
asked in Product Questions
Status Values missing from Lucid Cards

I have a lucid board where I use Card Details.  For an unknown reason, the values for the status field are now missing preventing me to assign status to tasks or move them on various timelines and kanban boards.  How can I add the values for status back?  Attached is a screen shot. 

335
Ambar D
8 hours ago
O
omar92
posted in Product Questions
Unable to use the Excel imports feature

hi I'm unable to use the tool any more, it was working 2 weeks ago (before vacations) , now when i try to replace the datasheet it will open the dialog to select new source after that i select xcel beta , it open acount auth after i login , it close and show error https://lucid.app/marketplace#/newlisting/ae8c98ba-8dc4-4f73-a7bc-ccdd7bf8284c 

6315
S
8 hours ago
L
Lawrence.Molnar
asked in Product Questions
IP Addressing for Azure VMs

How do I go about adding the IP address of the individual VMs in an Azure Lucidscale model?  Thanks in advance.

20
L
9 hours ago
O
Olivia.D
asked in Product Questions
Migration from Miro not fully working

Hi! I am trying to migrate a board from Miro to LucidSpark. I followed all of the instructions in this article  Migrating from Miro to Lucidspark| Lucidspark (exported as a Vector PDF) but only a very small portion of the board has migrated. Any ideas as to why? Or how to fix this? Thanks.

464
S
9 hours ago
R
rraghuvamsi
asked in Product Questions
Leveraging Lucid's Rule-Based Conditional Formatting for BPMN Quality Checks

I’m exploring ways to utilize Lucid's rule-based conditional formatting to perform quality checks on BPMN diagrams. My goal is to ensure diagrams follow best practices listed below.Best Practices list:Avoid using filler words like "and," "the," or "an" in task names. Task names should be concise, e.g., "Send file" instead of "Send the file."*My current approach:
 I’ve created a conditional formatting rule - If the shape type is "activity" and the text contains "the," then apply a custom style to highlight the task.I’m looking for a similar or better approaches for the below checks as well:Ensure pools and swimlanes are appropriately named. They should not be empty or have default names like "Pool" or "Lane." Activity Type Assignment:
 Verify that all activities have an associated activity type (e.g., Manual, Service, User, etc.). If a task is automated (i.e., task type is "Service"), there should be a data store tagged to the task. Each task should have only one incoming and one outgoi

161
I
10 hours ago
F
flyingtaco
asked in Product Questions
Extract whole pdf function for use by a collaborator?

I am using lucid to chart a chain of title for a family. I have researched through courthouses  varius deeds and the like that I would like to integrate into the chart and have attached to a shape in which I have already have defined the document's ffects in a more concise manner. ie Deed conveys x out y acres leaving z as community property between persons A and B. I also usually place recording information in the basic shape for where I found the doc.What I would like to do is place a PDF copy inside the chart that could be opened up by clicking on the thumbnail. I found a post that mentioned being able to extract single pages, but I am looking for something akin to attaching a document into a access database because I am trying to leverage lucid to show relationships and provide direct access to the documents in question without complex multilayered file systems that depend on links to docs on my local PC that a remote user/ collaborator would not have. If there is a better way to a

111
Kelsey Gaag
11 hours ago
S
sevengates
asked in Product Questions
UML Sequence Diagram option and note overlap

When you put a note after starting and optional part in the UML sequence diagram it overlaps the note with the optional part’s note.Bottom image is the output of the below example diagram code:opt Staff wants to finalize w/o continuingnote over Staff, App: This option is available at any pointStaff -> App: finalizesend  Also, OPT and PAR and their related notes in brackets are bigger in size than using ALT and its bracket notes. Not a big deal but, it is inconsistent throughout the document.

373
I
12 hours ago
T
twbarton1
asked in Product Questions
Using Lucidchart in a edge browser on an iphone

My organization is switching from Viso to Lucidchart. I tried the IOS app but it would never load the documents so when we had a training, they said that the app is not really ready and that I should use the browser.I am using edge browser which is required by our organization. The document opens ok, it’s a little buggy if you zoom in it reloads every time but it does work. The question I have is how to open the find function to search my document like the browser on my PC. There isn’t any menus to open for tools like that and the browser built in find and replace does not work at all.

335
I
12 hours ago
M
Melvasul
asked in Product Questions
App error with text

Hello there,While using the latest version of the Android app I've found the following bugs:Text is always fully capitalized I can't enter carrier return (when pasted from clipboard the return will be treated as spaces)This happens by using either the Microsoft SwiftKey or the Gboard Refer to the video in this post to see the bug recorded from phone directly: Video link from Twitter post Have a nice day

805
I
13 hours ago
Jeshua Emmanuel S
Jeshua Emmanuel S
posted in Billing
Reembolso

Buen día cómo puedo solicitar mi reembolso me hicieron el cargo anual y yo sólo quiero el mensual individual ya modifiqué el plan en mi cuenta pero aún tienen el resto del dinero. Cómo puedo obtener mi reembolso?

1113
Ambar D
13 hours ago
K
kevinTP
asked in Product Questions
Image name as property with csv output

My goal is to create custom shapes for a storyboard that will export to a csv file for further manipulation. I have not found out-of -the-box shapes that will export image data, so I’m trying to create a custom shape that will.I also need the images to be visible in shapes within lucidchart ,and easily input from files not urls.My attempts with the following code have failed to show images in a shape at instantiation and with data input.Is it possible to reach my goal? If so, what can be altered in this to make it work?{  "properties": [    {      "name": "ImageName",      "default": "clockwise-one-arrow.png",      "label": "Image name",      "type": "file"    }  ],  "images": {    "logo": {      "type": "file",      "path": "{{=@ImageName}}"    }  },  "style": {    "fill": {      "type": "image",      "ref": "logo"    }  },  "geometry": [    {      "type": "rect"    }  ]}

31
Ambar D
13 hours ago
Eileen
Eileen
asked in Product Questions
Set default style to lines instead of arrows in Lucidchart

Your Getting Started video shows how you can pull out from the side of an object to create connecting arrows. When I do it I get lines with no arrow heads. How do I change it so it makes arrows? I don't want to select arrows and drop them in - I want to be able to pull them out as connectors. Thanks!

1686
A
13 hours ago
Lucy V
Lucy V
posted in Billing
REEMBOLSO

Solicito el reembolso del monto anual que me acaban de descontar hice la inscripción de prueba he incluso para la inscripción puse un mes pero he han cobrado el monto anual deseo el reembolso a la brevedad.

443
Ambar D
13 hours ago
D
daniel.bugher2
asked in Product Questions
Crop always scaling, not custom cropping

I am trying to add a PDF or JPG to a LucidChart, then crop the image to trim away unneeded parts. For some PDFs and images, any attempt to crop always scales the image down. I can’t figure out why.  For example, when I start moving the to crop from the left side in, the entire image starts moving to stay in scale. 

356
Kelsey Gaag
13 hours ago
John M102
John M102
asked in Product Questions
Copy and Paste charts from Lucid to Powerpoint

HelloWhenever creating a chart Ive been able to copy and paste the chart directly from online to PowerPoint without needing to export anything. Now whenever I copy and paste a chart it shows up as a blank box. Now I have to export the chart to put it into the file which is actually a lesser quality. I have the integration in PowerPoint not sure what happened.  

83417
Kelsey Gaag
13 hours ago
E
el.samuel
asked in Admin Questions
Content not being saved

 Hi there, the content on one of my boards is not being saved. It’s very frustrating as I am unable to work on a project with my team. It’s been going on for the past few days.If someone could help me with it as soon as possible please, it would be great. Many thanks. 

305
Kelsey Gaag
15 hours ago
M
mgoldstein
asked in Admin Questions
List of Connected Integrations

How can I get a list of integrations connected to our Enterprise Account?Additionally, how can I BLOCK users from making connections?How can I DISCONNECT any unwanted connections?

50
M
15 hours ago
D
dperkinsk12
asked in Admin Questions
Admin for one?

Hi there, I have a pretty old that I haven’t used in ages. A client sent me a lucid chart to view so that got me back in. I wanted to see what kind of plan i had, but in my account, it just says I should “Reach out to my account admins etc etc...” with a link for contact list. When I click that link it just shows MY email address… the same one that I use for my account. (screenshot attached). So I’M the account admin I guess. However, I don’t see anyplace in the account that leads me to the admin panel referenced in the help area. Any thoughts on how I can see / change my current plan? 

40
D
15 hours ago
B
blehnig
asked in Product Questions
Bug - new connector behavior unpredictable when adjusting connector lines

When adjusting connector lines between connected objects there is now some sort of default limit to how close that line can come to the connector head. Once that limit is reached the connector line behavior is unpredictable and undesirable. This seems like a newly introduced behavior that is different than what has existed before.I have attached a gif, with an example document located here: (link) 

725
B
16 hours ago
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