Skip to main content
hamburger menu
+ Create a topic

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.

6836 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 —

30360
Morgan T
Mahmoud N
Mahmoud N
posted in Product Questions
lucid free edu individual plan

Hello there I have been using the free edu plan for years but haven't used it for a while. Today I got a message that I can only edit the last 3 recent documents. while the documentation still says that individual edu accounts have an unlimited number of documents. Have the plan changed without notification? what about our current documents. how we export them if they are in view only.

302
C
D
deepak_rathor
asked in Product Questions
Pexel image import not good

Unsure why Lucid brought pexel in the images, earlier image importer was good, it was giving good image with keyword search, but this new pexel is not giving quality icons, image that we are looking for. 

101
Gordon
C
chris brandt
asked in Admin Questions
Bulk Transfer and Delete Through Document Discovery

A member of our team has left and I am going through their documents to delete or transfer ownership of everything. I’m an account admin and a document admin so I’m using the Document Discovery tool in the Admin console. What I’m finding is that the Mark for Permanent Deletion function only works sporadically. If I mark a set of 10 documents for deletion only about 7 of them will actually get marked for deletion. (I believe when they show up greyed out in the search they have been marked?). Transferring ownership also doesn’t seem to work as expected. When I transfer ownership of a document from John Doe to Jane Doe, I expect that the next time I search for documents owned by John Doe that they will not appear. Instead, a search documents owned by John Doe returns those documents but the documents now have Jane Doe as a Collaborator. Not exactly what I need.There is also no way to filter out documents that have been marked for permanent deletion.Am I missing something here?

111
aparrish
Lucid Legend Level 6
R
rwired
asked in Admin Questions
Did I get scammed?

I received an invitation by The Lucidchart product design team for a zoom interview, with the offer of a $50 Amazon gift card for my time. I thought this was quite nice, and I had been intending to extend my use of Lucid throughout my company anyway, so it was a good chance to ask some questions. 2 weeks later, and there’s no gift card, and I’m beginning to think this was all an elaborate phishing scam by someone not affiliated with Lucid. Should I be concerned?  

81
aparrish
Lucid Legend Level 6
M
mw00
asked in Product Questions
Failed to load resource: the server responded with a status of 403 (Forbidden)

I have a fairly complex diagram with multiple layers. When I try export this as a 160dpi PNG, it works, though in the browser console I notice 403 errors about once a second for links to https://pdf-service-lucidchart-com.s3.amazonaws.com and the message “Failed to load resource: the server responded with a status of 403 (Forbidden)” five times until it succeeds.However, when I change this to 300dpi, the UI shows “An error occurred: Failed to download” and the browser console shows“Error: Failed to export document.”andformat: "png", reason: "No response while checking if external exists"}I’m assuming this is a bug?

60
M
L
Loren
asked in Product Questions
Lucidchart crashes after adding custom shapes

Hello - my lucid chart keeps crashing my browser every time i open it after attempting to add about 7,000 SVG files shape library, i’m assuming this is too much for it to handle, the issue is that now any time I open the chart after a few seconds the browser freezes, then crashes, i want to be able to get back into this document as its very important with lots of information in it, how can i fix this?

5312
A
H
happymapper
asked in Product Questions
Word add-in PPI

What is the PPI of an image inserted from the Lucidchart Word add-in?Is it higher than the maximum value of 300 PPI that can be set when exporting as an image from Lucidchart?

264
H
S
smoss17
asked in Product Questions
Basic LucidChart Flowcharts Help!!

I need some serious help with flowcharts. I’ve watched tutorials, youtube videos, read different posts, and I’m still having a ton of trouble unfortunately. Basically I need to create a bunch of different folders and then within those folders, I want to stash information. I can create the flowchart itself quite easily, but I’m unable to then click on any of the folders I created and then put information within that. Could someone please help?! I’d love to hop on a call with someone to briefly walk through what I’m missing. I’d really appreciate it. Thank you!

161
Humas1985
Lucid Legend Level 9
L
louis.fewkes
asked in Admin Questions
Visual bug when using mermaid code

 Hi,I have added mermade code into the diagram as a code section, and it is appearing on the preview but not on the actual page. I have tried all the usual methods to fix this: I have refreshed my page, opened a new Lucid document and tried it in there, I have input a new made code in the same document, and that works, I have reset my computer, but nothing seems to work. Since you can't expand/shrink the diagrams, it may get stuck in this state.If someone could explain why this is happening, that would be much appreciated.Thank you

190
L
L
Lisajae
asked in Admin Questions
No text visible in mermaid diagram

Hello,I have been createing flowcharts from mermaid code and all goes well until í copy the chart and paste it elsewhere (tried word and confluence), then only the containers in the chart are visible and none of the text within the containers, like this:Do you know what I can do to get all the info copied?

100
L
J
joetsui
asked in Product Questions
how to use real size in the floor plan

Hi All, i have the real size of the building, and would like to use LC to draw a floor plan.i set the scale to 1cm to 1m and draw a 10m wall, but in the shape option, the width of this wall in the document is 15.62 cm.  is there any method to let me input the real size in the document by using the correct scale ?Best regards,Joe

1284
S
C
chris brandt
asked in Admin Questions
Manage all team hubs

I’m an account admin and document admin but there seem to be team hubs that are hidden from me. I can see those additional team hubs in the Managing document location dialog in the Admin > Compliance > Discover when I move documents to a new owner or location.Is there a way that I can see and manage these team hubs?

41
Becca G
Joe M101
Joe M101
asked in Product Questions
Lock shape height in Lucidchart

I am looking for a more granular "locking" capability for a basic rectangular shape (or shapes in general).  Visio provided access to shape "details".  The master shape could be configured this way and individual instances of the shape could be reconfigured using nifty lock settings (lock position lock height lock width lock aspect ratio etc.).  This was quite useful when building out IDEF models where I needed to maintain a consistent height for the function (or activity) blocks but needed flexibility to stretch the width of the rectangle to accommodate a longer function name.  The picture below illustrates the problem... A series of rectangular shapes are plopped down and I start renaming them.  As I expand the function name text (in the red shape) you see the shape height automatically increasing and everything starts to blow up... the control arrows (top) mechanisms (bottom) as well as the function number which is group with the larger rectangular shape.&nb

2147
S
M
MBHEM
asked in Admin Questions
Error loading your document

I’m logged into Lucid, I can get to some boards, but 2 boards keep giving me the same “there was an error loading your document.” I looked into the console and this is the top line:  Access to XMLHttpRequest at 'https://cdn-cashy-static-assets.lucidchart.com/app/webroot/css/css-includes/product-brand-fonts/graphik/Graphik-Semibold-Cy-Web.woff' from origin 'https://lucid.app' has been blocked by CORS policy: No 'Access-Control-Allow-Origin' header is present on the requested resource.

51
A
A
Avvo Brent
asked in Admin Questions
How to audit my users?

Hi - I saw folks with similar questions to mine, but it always says the ticket was migrated over to the questioner’s account due to security reasons.  I’m guessing I’ll be the same. I manage a fleet of 100+ licenses, but I know some people rarely use it and I’d like to know who they are.  Or I’d like to know when someone hasn’t used their account for some time so I can check to see if the user may have left the company.  How can I do that easily?  Thanks!!

102
A
M
MakeBetterJourneyMapTemplates
asked in Product Questions
Need to add boxes to the header in 5-stage customer journey map example template

Need to add some more gray boxes into the white header box at the top. Cannot figure out how. No support available in my org.   

40
M
T
ThinkingMaps
asked in Product Questions
Can't Delete Tabs

When I create a template for students to complete as an assignment in Canvas (using the ready-made Circle Map template in Lucidchart) I delete all of the tabs (Page 1, Example, Printable) except the Circle Map tab. When I open the template in Canvas as an assignment, those extra tabs that I deleted reappear. How can I prevent this from happening?

163
Leianne C
T
Thirumala.Kalluri
asked in Admin Questions
Not able to import ERD from Salesforce

 Keep getting this error while connecting to salesforce sandbox for importing ERD

185
Leianne C
A
Alv1n
asked in Product Questions
Lucidchart doesn't support importing ER from Salesforce on Alibaba Cloud

Currently, salesforce has a new instance which is built on Alibaba Cloud for China. And this instance has a new domain : production is login.sfcrmproducts.cn, sandbox is test.sfcrmproducts.cn.    When can lucidchart support connecting with this instance? 

30
A
L
lukepwilkins
asked in Product Questions
Microsoft SVG Icons - Import - Tiny - Update

Hello.I wish to use the latest Aug 2025 Microsoft Azure icons. They are provided as SVG files (https://learn.microsoft.com/en-us/azure/architecture/icons/#icon-terms).A few queries, firstly how can I bulk import all the SVG icons from one root folder, retaining the folder structure? Possibly using the folder names as the library names.When attempting to use the icons they are extremely small. Is there anything that can be done here?Failing that, would it be possible for the Lucid team to update the Azure icons? They are currently at Nov 2024 and a few updates have been released. Thank youLuke Wilkins

50
L
S
Stephan Kleen
asked in Product Questions
Preview of embedded links not visible

When I insert a link into a Lucidspark document, a preview no longer appears. The preview is visible in the block settings.

286
S
M
MarkTerrington
asked in Product Questions
Adding the colour "cloud" has affected all my diagrams

Hello,I am not sure what you have done with a recent update, but you have “reworked” all my diagrams.You seem to have added a colour “cloud” which is on the right-side of “white”.  Because you have not associated the colours correctly and “shifted-right” the relationships all my diagrams that had grey colours of shapes now have “cloud” as the colour.  All the Grid lines are now white (or cloud) so ALL my diagrams now need to be re-adjusted for the “update” you have carried out.It’s going to take me many many hours to get all the diagrams back to where they were before your update.Is there a setting I can switch or do I have to manually rework all diagrams?Thanks

394
Zuzia S
A
atewsley
asked in Product Questions
How can I export to Google Slides?

I have had success in the past when exporting my lucidspark presentations to Google Slides.Now I’m suddenly getting this error. I never get asked these prompts and feel like everything is logged in. Can anyone help out? Thanks 

347
Zuzia S
J
JoelG
asked in Product Questions
Can't connect Confluence add-on

We can’t get the Lucidchart Add-on for Confluence working, as the post-install config page doesn’t load. We’ve tried installing via the Atlassian marketplace, Lucid integrations marketplace and under App Integration in the Lucid admin console, but each time we’re getting stuck with the same error:Our servers experienced an error. We apologize for the inconvenience.  

100
J
Lucid Software Inc. Supplemental Community Terms

Get Started

Products

Solutions

Resources

Company

Privacy Legal Cookie privacy choices Cookie policy
© 2025  Lucid Software Inc.