Peer support

Hi,In our case, We have “Team” license, we have two users (User1 & User2), User1 shared file with User2, but they reported they missed files, both User2 and User1, User1 who shared he himself can’t find those files. Is there any additional info required here. Pls let me know.Pls help us to fix this.

Sync Visibility  Lucidchart offers a sync visibility feature that allows you to establish the initial view of your document. This means you can determine the starting view by choosing which layers you want to be visible. It is also a great tool to use if you want to export only specific layers in your document. You can find and build layers in your document by selecting the layers icon at the bottom right-hand side of the document screen. For more information on how to create and work with layers in your document please review our Layers help center article. You can also find the sync visibility feature in the top right-hand corner of the layers pop-up menu.   Exporting Specific Layers To export specific layers when exporting a document follow these steps: Select the layers you would like to be visible. Choose 'Sync Visibility.' Export your document. Refer to the gif below for further examples of how this can be done.

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.

I’m finding situations where documents shared with a Team Hub allow permissions on the document that supersede an individual member’s roles. For example, if a member outside the team hub shares a document with the team, they must provide a permission setting at the time the sharing is executed. Members of the team the document is being shared with has a mix of member roles, some that can edit, others that are view only. I am finding that if the document owner allows edit capabilities during the sharing process, these edit capabilities are applied to all members in the Team Hub and the member’s hub role is not enforced. This means members that should only have view capabilities now have edit privileges. Another way to describe the flow: the project team is sharing a document with the development team. Some of the members of the development team have edit roles, others have view-only. However, in this case, because the project team document is shared with edit permissions, all members of

EDIT: It turns out that there is a way to do this but it is unintuitive: Shape Options has a Flip widget that has the effect of moving the text. The answer to the previous comment did not provide this hint. This is clearly a work-around to a problem that should be addressed correctly because once the shape is flipped the text left-align control right-aligns the label text top-align applies bottom-alignment etc.OBSOLETE ORIGINAL: There is a previous post with this same subject line. That for years it has not been prioritized to be able to put the label for a BPMN shape in a location that is easily readable in a diagram (above below left- right- or center-aligned) shows little consideration of usability for that type of diagramming. This is fundamental.  

Hi Lucid team,My free trial converted into an annual Lucidchart subscription on October 1. I noticed the charge the following morning, October 2, and submitted a ticket to Billing Support the same day. I have already received the automatic confirmation that the ticket was received.I have not used the paid plan at any point since the charge — no documents created, edited or exported — and I have cancelled the subscription from my Plans & Billing page.Could a team member please help make sure my request reaches a billing representative for manual review? The amount is significant for me and I acted within 24 hours of the renewal.Thank you very much for your help.

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

If you're seeing an error message that prevents you from updating your email address because the domain is controlled by another organization, it means that a Lucid Enterprise account has enabled domain control for that domain.Domain control is a security feature available to Enterprise accounts. It prevents users from creating unauthorized Lucid accounts outside of their organization's Enterprise account using their company email address (e.g., yourcompany.com). This ensures all users with that domain are managed under the designated Enterprise account.To proceed, you have a few options:Option 1: Use a different email address for your account, one that is not associated with a controlled domain. Option 2: If you are interested in joining your organization’s enterprise account:If you don’t need the documents you already created: Create a new free Lucid account under the controlled domain. You will then be prompted to verify your identity (i.e. via SAML authentication, confirmation emai

Starting last week all of my files no longer export successfully to PDF. when opening in Adobe Pro or Adobe Reader I get an error in Adobe that ‘An error exists on this page. Please contact the person wo created the document to correct the problem.’ All files exported successfully before last week and now none do. I have tried incognito mode for Chrome without success. Cleared cache etc as well. Edge browser does not export successfully either. PDF displays fine in a webview but not the adobe app. no update was made to adobe as far as I know. Nobody else on my team is having the issue.When I have someone copy and paste designs from my Lucid into their own workspace, they receive the same error but can still export their own documents with PDF.

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.

when using my workflow if i copy a shape and paste it then maybe 5 - 20 min later all of a sudden that shape starts pasting all over my screen and wont stop until i clear out my browsing history. Once i clear my history it works for a while, but the issue continues to come back

Let’s say someone has requested approval, not realizing they are duplicating a process that already exists, and so the submitted document will never be approved/published.The request gets moved to the “ongoing” queue and there’s no mechanism there for purging that request.  The requesting user in their draft version gets a message to confirm that it’s denied, and the only option they have is to Edit draft.After closing the document there’s no way to remove it from their personal space as the Move to trash menu option is grayed out.   There’s now a lingering request in the ongoing queue that can’t be dealt with and a draft document that can’t be dealt with.  Is there a way to clean this up at both ends, or at least have allow the deletion of the draft document and have that trigger the removal of the item in the Ongoing queue.

 I'm using the Individual Suite and taking the Lucidchart Fundamentals training. The training shows the Recorder icon in the upper-right corner, but I don't see it in my current Lucidchart interface. I'm also using the newer interface, where some of the formatting controls differ from those shown in the training.Has the Recorder been moved or removed in the newer editor? If it's still available, where can I find it?

When trying to add a new user, we get the below error message. We have 2 available licences so should be able to add. This is impacting multiple admins on different devices.Response: "Oops, an error occurred. This exception has been logged with id 8enchgo0p" Status: 500

We've noticed a warning in our Jira Cloud environment indicating that the Lucidchart Diagrams Connector for Jira app may stop working after January 2027 due to Atlassian's Connect end-of-support.Could you please confirm:Whether this app is affected by Atlassian's Connect end-of-support timeline. Whether a Forge-based migration or replacement is planned. Whether any customer action will be required. Any expected timelines or documentation relating to the transition.hanks You

It looks like the latest update removed the opacity control for images.  I’ve cant seem to find a workaround.

Why do I get the following: “Access DeniedYou don't have permission to access "/lucidchart/4a73f356-d780-47f8-9631-0603503d699a/edit?from_internal=true" on this server.Reference #18.15f36e68.1710853767.440d9c38” It sounds like the server can’t launch my request.

Hi,Is there any way of totally disabling AI for my account? I don’t want to use it at all, and it’s proved invasive if not annoying, so far.Thanks in advance,Paul.

Hi;  I want to change the laser pointer color; how can i do that? it seems stuck with purple color and cannot find any way to do that?  if not; it is a big limitation; i would like to see an feature request for the same

Hello,I have a bunch of documents that I import / export without any issues. I have one Lucidchart that whenever exported to VSDX or VDX looses all the shape data across all the tabs. If I export to PDF everything shows up perfectly! I don’t know if I'm overlooking anything with this one but I've been unable to find anything in the support articles / peer community. Has anyone run across this before. All of my Lucidcharts export properly, but this single has been problematic. These are network shapes such as Routers / Switches / Firewall using stencils from all the typical manufactures. 

Hi Team,As part of the Forge migration initiative in Atlassian, we noticed that the Lucidchart Diagrams Connector application currently has both Legacy and Update options available.Atlassian has confirmed that applications running on the Legacy platform will no longer be supported after January 2027. They have advised us to coordinate with the respective application support team regarding the required Forge migration updates.Since the Update option is already available for this application, could you please provide details on the following:What changes or enhancements are included in the latest version compared to the currently installed version? Will there be any impact on the existing features or functionality after the upgrade? Are there any configuration changes or prerequisites that we need to consider before proceeding with the upgrade? Will the upgrade require any downtime or cause any disruption to users?Please share the relevant details so that we can assess the impact and pla

I could not interact layers (linked to main layer) in presentation view now. It supposed to show/hide layers when I click the button already linked to that layers in presentation view, but now I could only  show/hide layers in non presentation view with  ” Press ‘Shift+Ctrl‘ + click“ Could any one help me on this? Thanks you very much!

I have a LucidChart document, that uses Grid LayOut Rectangle Container with a standard Block in it. This Block in the container has a line towards another Block, outside the container. So the lines goes across the container-boundary: When I duplicate this Page, the duplicate page contains the Container and the boxes, but the line is missing: Is this expected behaviour?For me as a user, this is counter-intuitive, and I would expect a full duplicate, including all lines.Temporary support pin to a simplified LucidChart doc that shows the behaviour: duXlfr5iqMcxPUwrgdnlaORmWDMBhmBHtr165429201

Hello everyone,I'm trying to determine whether anyone else has experienced a change in Lucidchart's layer and hotspot behavior over the last few weeks.I have a fairly sophisticated single-page diagram that relies heavily on layers and layer actions. The document contains:A base layer A dedicated layer containing hotspot objects used for layer actions Multiple additional layers that are shown and hidden through those actionsThis design has been in production and working reliably for more than six months.Previous BehaviorHistorically:My hotspot shapes were transparent (no fill and no line). I could simply hover over the hotspot area and click to trigger a layer action. The hotspot layer was positioned near the bottom of the layer stack (typically second from the bottom). Layer actions continued to work regardless of how many visible layers existed above the hotspot layer.This allowed me to seamlessly toggle layers on and off while navigating the diagram.Current BehaviorOver the last few

I am having a persistent performance issue with my diagram to the extent that it is very laggy and makes it difficult to edit the diagram with any efficient.I would have attached the performance report but there doesn’t seem to be a way to attach it to the description.