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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.

6781 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 —

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Amelia W
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fFins
asked in Admin Questions
WebGL cannot use Android app

WebGL failure on Android Mobile app, cannot open documents. The app also causes failure in Chrome browser when installed. If I uninstall the app, I can open my documents normally in the Chrome browser on my phone, but after installing, I can't open documents in Chrome or in the app. I have a personal subscription.

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kudarahi300
asked in Product Questions
मैं ब्लिंकिट रिफंड में शिकायत कैसे कर सकता हूं

ब्लिंकिट रिफंड के लिए शिकायत करने के लिए, आप ऐप में ग्राहक सहायता अनुभाग से संपर्क 9063467261· KKRब्लिंकिट रिफंड के लिए शिकायत करने के लिए, आप ब्लिंकिट ऐप में ग्राहक सहायता अनुभाग से संपर्क (_98634 67261_) कर0986-3467--261 पर भी कॉल कर सकते हैं.

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K
kudarahi300
asked in Admin Questions
🎒📚schools and night and fjl jjddg

School dhkgdf hhsdf nkkhd xsgjj oohh lokmn jufx

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tuanldt
asked in Billing
Request for Subscription Cancellation and Refund

Dear Lucid Support Team,Some time ago, I lost my job and I no longer need to use Lucid. Unfortunately, I forgot to cancel my current subscription.Since I am currently unemployed, this is a significant expense for me. I kindly ask for your support in canceling my subscription and issuing a refund for the recent charge.Thank you very much for your understanding and assistance.Best regards,Tuan Le  

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Martin.Sherwood
asked in Product Questions
Problems importanting .csv file created by ChatGPT into LucidCharts

Hi,Was using ChatGPT to help create a CDM (Conceptual Data Model) structure I could import into LucidCharts.ChatGTP did create the code which I saved as a .csv.ChatGTP did provide instructions (below) I have followed the instructions however this is not working. Main issues I encounter areIn ERD mode LucidCharts will only let me import from SalesForce, or SQL. Not a .CSV When I choose another option to import the .csv files this is successful. However no diagram and no option to create one either.I have 2 well structure .csv files for Entities & Attributes, and Relationships. However struggling to visualise this in LucidCharts. Any ideas please?  

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aparrish
Lucid Legend Level 6
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vijoshi03
asked in Admin Questions
[BUG] Lucidscale view keeps scrolling down when checkbox "Hosted Zone" lines is ticked

All our view which has “Hosted Zone” check box ticked are not stable.It gives a feeling as if the is getting scrolled down and you will be able to see the side scroller continuously moving down or trying to move down. This is not a great user experience for our users when we are trying to onboard them to CloudAccelerator. Can you please help fix this Bug with priority.

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aparrish
Lucid Legend Level 6
E
evairmwds
asked in Admin Questions
payment

I'm requesting a refund. I was looking for information about the price, and the purchase was confirmed the first time I clicked on it. I didn't intend to make it.

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aparrish
Lucid Legend Level 6
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SlaagTAT
asked in Billing
Need to cancel enterprise subscription immediately!!!

We would like to cancel our enterprise subscription to Lucidchart immediately. However, it is not possible to do this with a few clicks, as it seems to be with other types of subscriptions in Lucid. You need to get in touch with someone, or send a request, etc etc. It is all very indirect and to be frank, rather annoying. We are sure we want to cancel, since our professional activities no longer align with what Lucidspark offers. We do not want any kind of updated or enhanced offer, but we want to cancel. We would like this cancellation to be effective immediately, so that we do not get charged for the entire month of September. This would entail serious unnecessary costs for our organization.Can someone help us with this asap? 

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aparrish
Lucid Legend Level 6
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Speedo
asked in Product Questions
Grouping Icons with org chart boxes

I’m trying to attach an icon to my boxes in my org charts. For instance, if I meet with someone, I want to have a meeting icon, If it went well, I want a thumbs up icon. When I do this, it works but it doesn’t attach to the box so the next time change the org chart, the icon ends up somewhere else. It doesn’t give me an option to group them. Here is an example of what I want to do. Any ideas? 

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Humas1985
Lucid Legend Level 9
A
agarg
asked in Product Questions
Searching for images in Lucid is not working

Hello team, Usually while working on lucidchart ( paid version), when i search for equipments/ devices, it gives me the images. ( left side options and choose image) But now, its giving me no images. Can someone please assist asap?Steps folowed- OPTIONS ( LEFT SIDE) > IMAGES > SEARCH FOR KEYWORD> NO RESULT FOUND

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empistisg
asked in Product Questions
Embeding broken in ITGLUE

We have been creating the lucid drawings and using the embed feature so that it will display in ITGLUE in our lan section.   That worked just fine till today we notice that all the drawings that are in ITGLUE show that we need to login to view the drawings.  What changed? I double checked the embed link is correct and it is still the same and the embed link is also showing activated.  I thought that was the whole idea of using the embed function so we didn’t have to implicitly share the drawings and this was more or less like a public link to the document to view.  Why did this behavior change?  We haven’t changed anything on our account with lucid so not sure why this would have stopped working. 

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K
Karma_zimora
asked in Product Questions
Third Party Cookies

We are sharing our lucid chart using the embed option. We are getting a lot of users saying they are getting a prompt to login to view the chart.  We have not set this up to have each user have an account. How do I share the embedded link so that anyone viewing the link on the page does not need to have an account? Thanks for the help! KC Zimora 

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Rob from Redgate
asked in Product Questions
Cannot add smart containers to layers

I am traying to add objects to layers in my doc, I have created a context layer for my org chart, and have successfully added a couple of objects to my “Context” layer. I am trying to add a set of 4 smart containers, following the same process as the other objects: right click > Copy or move content, but the layers option does not show up. (see screen shot).When I select just 1 of the 4 smart containers, and follow the same process, the Layer options shows on the drop down but is greyed out: Please help.

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esealpha
asked in Product Questions
Embedded LucidChart no longer working

I created an org chart in Lucid and embedded it in a WordPress page on our Intranet. It’s worked fine since. This morning, an employee showed me that it was NOT working now. Instead of the embedded org chart, there is now a screen that says “You’ll need to log in to access Lucid.”I went into my Lucid account, chose embed again, and copied and pasted that into the page, which still displays the login screen.

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MCHS79
asked in Product Questions
Insert image is not working

Hello!When I select the image feature in Lucidspark, I currently only see choices to insert GIFs, Icons,  and emojis.There is no option or choice to insert an image.Is there a update or fix for this?

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Ambar D
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Abe R
asked in Product Questions
Lucid Sparks is not rendering Jira Epics when pulling from Jira, it renders other issue types fine

Our users are experiencing issues rendering Epics from Jira in Lucid Sparks.  It keeps churning indefinitely.  Oddly, it renders and loads quickly for every other issue type, but just not Epics.  There is no configuration I can change on the Jira side, so I wanted to ask if anyone in the community has experienced this. 

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Leianne C
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infraadmin
asked in Product Questions
Cant create New Model in Azure

Cant create New Model in Azure - get a message “Something is wrong with the underlying subscription data. Try again after updating the subscription.I have updated the data successfully on all Subscriptions but get the same message.

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Leianne C
B
Bevy
asked in Product Questions
Google Slides integration with Lucid error code: access blocked

On an enterprise plan with the Lucid extensions installed following Lucid instructions. For both Spark & Chart when trying to send a slide from Spark/Chart to Google Slides all members of our team get the following message:“Access blocked:  This app’s request is invalid”“You can’t sign in because this app sent an invalid request. You can try again later, or contact the developer about this issue…Error 400: redirect_uri_mismatch”When clicking on error details it says the redirect URI doesn’t conform to Google’s OAuth 2.0 policy. 

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Leianne C
J
Joe Cholka
asked in Product Questions
How do I enter a háček (ˇ) mark in Lucichart?

I'm using Firefox on a Windows 10 PC and can't enter a  háček (ˇ)into LucidChart.  I've enabled the US international keyboard and tried all the suggested key combinations (e.g., type letter and then ALT 780) which work in Word but not in LucidChart.  Very frustrating.  An ysuggestions appreciated. 

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Ambar D
Ambar DLucid community team
published in Admin Questions
Deciding between Lucid's organizational groups and groups (sharing) in the admin panel?Admin Resource

Deciding between organizational groups and groups (sharing) in the admin panel? Here are our recommendations and a few best practices to help you determine which is best for your account!  Quick note: on December 18th, 2023 we released the organizational group experience for Enterprise accounts. Many accounts were automatically moved to the new experience, but if your account was not automatically migrated, read the post below for more information.   Organizational Groups (recommended) Organizational Groups are not intended for the purpose of sharing documents.  Organizational Groups allow license settings in Lucid to be configured and applied at the group level. Note that a user can only belong to one organizational group. Most accounts use org groups to integrate with SCIM to provision licenses. The best practice is to set up two org groups: a license group and de-license group. Note that enabling org groups removes your ability to assign licenses to single users with SCIM. See more

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Ambar D
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MaddieRoush97
asked in Admin Questions
Message: Something went wrong when communicating with Canvas. Please contact Lucid Support. (Error Code: CE001) Flow ID: e3933cba0928fde1 Time: 2025-08-28T13:45:22.619Z

Message: Something went wrong when communicating with Canvas. Please contact Lucid Support. (Error Code: CE001)Flow ID: e3933cba0928fde1Time: 2025-08-28T13:45:22.619Z I am trying to access a module in canvas for a class. When I click on the activity in embedded in canvas I get this message. 

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sthomas55
asked in Product Questions
Responses not saved for visual activity

I am using a visual activity as a survey for individuals. When exporting or viewing the results, some respondent’s data will not load. As a result, I’m wary of using the platform for future surveys, since the data does not seem to be reliably stored. Is there a way to recover this data, or will I need to ask respondents to use a different platform and complete the activity a second time?

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Ambar D
W
wvanbeckum
asked in Admin Questions
Account is out of storage even after deleting large documents

I had many lucidSpark documents that I recently deleted because my account was almost out of storage. After moving dozens of documents to the trash and then emptying the trash, my account is still out of storage and hasn’t changed at all. How should I go about reclaiming my storage space?

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Ambar D
Ambar DLucid community team
published in Admin Questions
Customize Lucid license requests in the admin panelAdmin Resource

When adjusting your license settings in the admin panel, selecting “admin-controlled access” means new users will join as limited-access users as described in this community post.If you’ve selected this option, you will also see additional settings to adjust, including the custom license request dialog.  How does customizing the Lucid license request dialog work? As described in more detail here, you can adjust this license request dialog by:Adding a button label Creating a custom message Setting notification preferences for license requests Redirecting users to a another URL (ex. ServiceNow, a SharePoint page with instructions, a Google Form, a URL that creates a ticket in a different system, or any valid URL)License request management example: redirect users to another url A few specific items to note: The license request button can not be removed. Pending license requests appear within Lucid even if licensing is handled in a different system. Once a user is granted or denied a licen

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Ambar D
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