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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.

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asked in Billing

You have charge me something i didnt agree with

Hello, I would like to get a refund please, you've charged me 116 euros, and I didn't purchase anything. Please that's a lot of money and im just 22 years old. Please give me back my money, I really need it

asked in Admin Questions

Create powerful business process diagrams in Lucidchart webinar

Did any else find the replay link from last weeks webinar broken?

asked in Product Questions

How to flip a custom shape?

Hi,I have a custom shape shown below, it doesn't allow me to flip it (the options are greyed out).

asked in Product Questions

people shapes

Is there a shape library with shapes of people interacting, perhaps presenting, meeting, thinking, working at a computer, “spreadsheeting”, travelling,…

asked in Admin Questions

Modify Org Chart Photos

Hello - I am looking to modify the picture that was uploaded into my Org Chart:I need to make Kevin’s face in the photo - but I can’t seem to locate a tooltip/adjust the photo position in this app.

asked in Product Questions

Locked template with insane uneditable central object (frame)

Hi,Why can a user not say “ok I’m departing on this corporate template because I need to create a variant” and then work in an unobstructed way?I’m kind of freaked out right now because I’ve lost a significant amount of work not being able to separate or control my content within an overly locked template. I wasn’t aware I was falling into this trap for the first 8-9 hours of work… I already made a copy of the file to start working separately, as well as toggling back and forth between lucidspark and lucidchart to try to regain control of my visual story being conveyed.This is very disappointing to put this large an amount of effort into working to express an overall vision and direction into a document that I can now not expand a frame box element slightly to accommodate the content, its redlined with x’s at the boundary edges, locked menu disabled, it cant be constructed over, etc.How do I track down the owner of this template? I can only imagine the conversation when I finally trac

asked in Product Questions

Lucidchart toolbar render problem in Chrome

Font size buttons are narrow and improperly spaced from bold / italics buttons.

asked in Product Questions

Unable to Import Salesforce Show All Object Details

I am unable to select “Show all fields on each object” using the Import from Salesforce tool for ERD.I am able to connect to Salesforce, see all the tables, see both options but can only select “Show only relation fields on each object”. I have enterprise and was able to do this in the past. Tried in different browsers and same issue.It still appears to be a feature, listed in: https://help.lucid.co/hc/en-us/articles/16471565238292-Create-an-Entity-Relationship-Diagram-in-Lucidchart#import-salesforce

asked in Admin Questions

Free up images storage space

Dear Lucid Team, I would like to be able to free up space on my account, and in the admin panel, it shows that 11% of my space has been used on images. I would like to know how I can review those images to free up that space. Kind regards,

asked in Product Questions

Height of Org Chart departments

Hello, In Lucidchart, while creating an Orgchart, when i increase the height of a department, it creates a gap in the next departments. How can i avoid this? In other words, when i increase the height of Sales and Marketing boxes (in this case; a and b), c increases automatically (comparing to d). I would like to keep c the same with d. Is there a way to do this?

asked in Product Questions

Timeline with integrated data

My team uses Azure DevOps to track our work. Lucid has an integration with DevOps that allows you to add cards to a dynamic table, and they update their values as people make changes in DevOps. This is great; I love it. My issues is that I would like to do release planning and see how the work pushes out into the future. The Lucid Timeline control should be perfect for this. However, I cannot drag my DevOps cards into the timeline, only cards created in the timeline. Is there a way to get the Azure DevOps linked cards to work with the Lucid Timeline?

asked in Product Questions

How do you set the default spell checker language for new documents?

Hello, Does anybody know how you set the default spell checker language for new documents? I found that you can set it per-document in the document settings, but I can’t find a way of setting the default for new documents I create in LucidCharts.

asked in Billing

Refund of mistake in annual plan

When attempting to edit my document, I was prompted to upgrade. I believed I would receive a 7-day free trial, but I don’t know why it cost 96 pounds. As a student, this cost is prohibitively expensive for me, and the purchase was made accidentally and I do not need it. I kindly request your assistance in processing a refund, as I did not intend to make this purchase.

asked in Product Questions

Organization Chart data refresh from excel

Hello, I am wondering if anyone know of a way or if it is possible to link excel to the Organization Chart.And have the data refresh automatically without using google sheets?Or is this feature only available with google sheets? The company I work for does not use google, but microsoft 365.And we are not a big fan of google having our data in the cloud since they are not that great at GDPR rules from EU.

Morgan TLucid support team

posted in Product Questions

🚦Optimize your team’s decision-making using relative ranking in Visual Activities!

In Visual Activities, you now have the option to view results as a relative ranking with single-axis prioritization activities! Because Visual Activity participants can vary in how they prioritize items, the results are sometimes skewed based on an object’s location on the axis rather than how a user ranked it compared to other items. Relative ranking helps with this, providing you with a clearer look at your team’s priorities.So how are these results calculated?Each object is given a score based on how participants ranked them—1 for the highest priority, then 2, all the way down to the last item. The average score is taken for each object and ranked. The object with the lowest average has the best rank and therefore the highest priority.Check out this example. Four participants ranked three items using different portions of the axis. Here are their individual responses: Going solely off of location on the axis, Item 2 would be ranked last. But let’s take a look at each item’s average

asked in Product Questions

Change to Lucidchart UI - Lines and Shapes generator

Hello.I’m not sure what happened to Lucid, but lately I’ve noticed that it’s been very difficult to pull a line from some shapes (like tables, paralelograms, etc.). Instead of the line being easily pulled, the mouse grabs the shape and reshapes it. This only startted happening a couple of weeks ago. I have also heard this complaint from multiple people, which makes me believe that it’s not something I’m doing wrong. It’s somethign that happened to the Lucid UI.

asked in Product Questions

Using Visual Activities with students

How can I turn off the "View Results" in a Visual Activity so my students can't copy each other?

Lauren Hendrick

asked in Product Questions

Is there a limit on how many containers you can have?

I’m trying to add an additional container, but every time I try, the app just takes me to the name of the last added container as if it wants me to rename (reuse?) it? Is there a limit of how many containers one can add?

asked in Product Questions

Where has the model theme button gone?

There use to be a model theme button in the tool bar that would allow you to alter the theme of your entire project. Instead you now have to go through conditional formatting to create a specific theme which is both much more time consuming and more complicated. Does anyone know where this feature can be found now?

asked in Product Questions

Deleting a user and how it impacts access to documents in a team folder

Use case #1: A user is part of the Technology group in Lucid. The user got hired in a different department in the organization so an admin is removing them from the Technology group and are adding them to a different Lucid group in the organization. The Technology group is a collaborator on the Technology Team Folder. The user had created some documents in this Technology Team Folder. When the user is removed from the Technology group and added to a different group, are the documents this user created in the Technology Team Folder still accessible by Technology Group Members?Use case #2: A user is part of the Technology group in Lucid. The user is retiring so an admin is deleting them from our Lucid account. The Technology group is a collaborator on the Technology Team Folder. The user had created some documents in this Technology Team Folder. When the user is deleted from the Lucid account, are the documents this user created in the Technology Team Folder still accessible by

asked in Admin Questions

"Move to Trash" greyed out

Users are reporting that the “Move to Trash” option is greyed out when they are trying to delete a document from a “Team Folder”, the user was the one who created the document. I cannot see a setting to change any permission about this, please advise?

asked in Product Questions

Imported SVG shape preview appears slanted/tilted ??

I have a family of SVG images that I attempted to import as a Shape Library. 5 out of 26 appear tilted in the previewWhat gives?

asked in Product Questions

Multiple set of smart containers grouped under multiple names

Below is what I am trying to do. Expectation: There are 2 Smart container sets for quarter 1 and quarter 2. These need to be developed for multiple products. Right now i can create Quarter 1 for Product 1 alone.

asked in Admin Questions

Logging in via admin link

I have sent some links to invite team members to be users. What do they need to do to log in?

asked in Product Questions

Impressão print

Não estou conseguindo imprimir ou exportar o organograma que criei. A opções do menu estão opacas (desabilitadas) e não permitem acessar a função. O que eu faço? I am unable to print or export the organization chart I created. The menu options are opaque (disabled) and do not allow access to the function. What do I do?

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