Peer support

I came here to try and figure out how to pin the menu bar.  However, I quickly got frustrated, seeing that I’m a paying customer, however I can only open limited types of support tickets.  This is unfortunately a sign of the times, with tech companies not wanting to support their products and customers anymore.  I think it is a shame.  If you can not or will not support your product, stop making products. That simple.  So my issue started as interface issue, found that I cannot pin the menu bar (dumbest decision I’ve probably ever heard of), elevated to “why am I paying for a product, that I cannot get support on”, to probably leaving Lucid because I refuse to pay for something and not get support.   The only way these companies will change is if customers start standing up to them.

If I select a shape in a Lucid document, right click it, and select “Save link to selection”. Then I go to a different place in the document and type control-V, it inserts a Goto Shape link. Then when I click on it the Lucid document instantly jumps to the target shape. I really need this functionality to be preserved when I export the document to PDF because I most save design documents in a FDA mandated QMS system. I can’t wave a web-resident document there, so I have to archive a PDF version.But when I export my Lucid documents to PDF, the Goto Shape link do not do anything at all when clicked.Does anyone know what to do about this? 

We have set up the integration with ServiceNow so we can generate diagrams from ServiceNow in Lucid.  I am the admin in Lucid and everything works fine for me.  For others, they can create the diagrams, yet not access them in Lucid.  Their security is Lucid is adequate to create and edit diagrams, so this appears to be an OAuth issue (maybe).  We reached out to ServiceNow and this is what they provided:Thank you for switching the credential to Personal and for sending the message your other users see.We asked for Personal so each user's diagrams belong to that user. With Personal, the Create Diagram flow calls Lucid with the token of the user who starts it, so the diagram is created in that user's own Lucid account and they can edit it. Each user gets that token once, through the authorization link on the Create Diagram window, which "generate[s] an authentication token and fetch[es] your Lucid folders" (Create a Lucidchart diagram for a business application).The change works for the u

We used to be able to share LucidChart’s with our whole organisation, but now only get a list of slack channels without the organisation option available. Does anyone know why this is and how to resolve it? I have attached screenshots of what we used to see and what we now see.This was before (with the slack integration on)  This is what we currently see.

Hi, I'm using the same corporate account and I've just activated a trial plan. I only see 3 documents, while I previously had many more diagrams in this account. Could you please check whether my documents were transferred, archived, or associated with a different workspace?Thanks Marina

I need use the icons por de brand A10, that includes Balancers

Hi Lucid Support Team,I signed up for the 7-day free trial of Lucidchart, but I was automatically charged for a full-year subscription after the trial ended.I only intended to try the service and did not mean to purchase an annual plan. This was an accidental purchase, and I would really appreciate your help in cancelling the subscription and processing a full refund.I've already tried reaching out to support and would appreciate it if someone could guide me on how to resolve this as soon as possible.Thank you for your help.

We have Lucid repositories that need to be cleaned up, including the files and repository directories. I am the owner of the repositories, but I’m still unable to perform the cleanup.Please let me know how I can proceed. I would appreciate your help with cleaning up the files and repositories.

I created a floorplan with a 12’ opening. It displays correctly horizontally, but not vertically 

If I switch off “show authors” on the board settings, this works ok for new sticky notes dragged in, but when I add from the context menu on the sticky note, the author shows on the new sticky note. This is very annoying. Is there any way around this?  

お世話になっております。張です。現在、弊社で利用しているLucidサービスを、別組織への提供を検討しております（同じメールドメインへのライセンス提供）、その中で、Lucid上のUser管理について、複数の管理者が存在する場合、・それぞれの管理者が管理できるUserの範囲を限定することは可能でしょうか・それぞれの管理者が「チーム」「組織グループ」を利用できるのでしょうか・また、各管理者が自身の管理対象となるCloud環境のみインポート、構成図作成できるのでしょうか上記を実現するために設定方法があれば併せてご教示いただけますと幸いです。 よろしくお願いいたします。 

As we all know, some time ago sticky notes authors where introduced to Lucidchart (and Lucidspark, but I’m not a LS user). My first and foremost problem with this is, that it changed the default and learned behavior:before: sticky notes did not have authors after: author names are displayed on sticky notes everywhereIn my company we are using a lot of sticky notes since we are drafting and scribbling all the time with Lucidchart. Also on our production flow charts and architecture diagrams we use a lot of stickies to explain details and sometimes keep track of TODOs (it’s like source-code comments). The author names, especially when wrongly assigned (!), do not add value for us in most cases.Therefore I wished that when introducing such a feature, the default behavior of the application would stay the same.I tried to turn off author names in sticky notes via “View->Show/Hide->Show authors”. It works, AFAIK only on sheet level, and it seems to not be a personal setting for me. How

Hello,We have been using Lucid for a while and I have a user that needs to export to SVG. Last week she had the option to Export as SVG but this week its no longer an option for them. I logged into my account as the owner and I have the option and it works for me. What has changed to stop my user for exporting to SVG?

Lucid AI just completely screwed up a diagram that I’d been working on for hours. Now it’s very apologetic but it can’t undo the changes! I’m on an individual plan so I can’t go back to previous versions.I guess this is a learning point and I’m just going to have to do the whole thing again. Be warned Lucid AI can ruin you day.

We recently migrated our Confluence content after an acquisition from one cloud instance to our parent company’s cloud instance. We are now seeing an error on all Lucid diagrams “Unable to copy, move, or duplicate Confluence pages with macros. Try copying the page first, deleting macros showing erros and reinserting the macros.”The Lucidchart Macro Repair Tool seems like the solution for this as it says “The Lucidchart Macro Repair tool identifies and attempts to fix invalid Lucidchart macros. Invalid macros are often the result of copying or moving them between pages, spaces, or Confluence sites.” However, when try to convert macros after running the search, we’re seeing the following error:  Conversion failedError (Flow ID: 0553034dbc359bb0, Time: 9/8/2026, 9:17:24 AM) Any advice on a fix, or insight into what the error above means? Reuploading 700+ macros manually is a suboptimal solution.

Today, the upper formatting bar was replaced with what seems to be contextual floating formatting UI. Which is extremely unproductive, and fails to display formatting options that I need at the moment. Please stop introducing unnecessary “improvements”. When a user is actually working, they don’t have time nor urge to play with changes to UI. And BTW, please allow me to post a ticket without the need to select a tag. I don’t know your taxonomy. Please tag tickets by yourself. It’s going to be more accurate.

Why do I have to use ChatGPT to find out how to use your product now? I asked your AI a simple question about page orientation and  after 10 minutes of waiting it crashed. Useless.And why have you drastically decreased the viewing work space because you have fixed the properties menu on the right? Who thought that was a good idea? It was much better on the top where I can have it open all the time and maximum what I can see which helps you think better and do better diagrams.I don’t want to keep hiding and showing it, that’s not productive at all. Please have an option to put this where is should be.And given I am part of the community, why is the help about asking the community and not you, it’s your software? That’s not customer service at all. 

HelloMy company recently changed my email address, and as a result, I can no longer access the boards and templates I created under my previous email address.Since I am unable to log in with my old email address, I cannot retrieve these boards or transfer their ownership to my new account.Could you please help me regain access to my boards and templates or transfer them to my new email address?Thank you,Nina

I would like to request a full refund for my recent subscription purchase.During the payment process, the price displayed on my screen appeared to be only R$15.00 (Brazilian Reais). Based on the information presented, I understood that the total amount to be charged would be fifteen reais.After completing the purchase, I discovered that the actual charge was US$15.00 (fifteen US dollars) instead of R$15.00. This was not clearly communicated during the payment process and does not match what I understood from the price displayed.Because of this misleading experience, I am very dissatisfied with the service and do not wish to continue using the platform. I respectfully request the cancellation of my subscription and a full refund of the amount charged.Please review my case and let me know the next steps. I would appreciate a prompt resolution.Thank you for your attention.Kind regards,

I receive an error message when I attempt to delete my account. Troubleshooting did not work.

I accidentally deleted the ‘Flowchart Tools’ subsection from the ‘Flowchart’ section in the Shapes menu. How do I recover it?

I have a simple document with some floor plan and other shapes. I added a few shapes to a layer, and then I open the layers dialog and click the eye button. It shows the layer as hidden in the dialog, but the shapes still show on the canvas. When toggle the visibility of the layer the shapes change opacity slightly, but that’s it.I’m using Chrome on a Macbook Pro.