Hi Andrea thanks for your post. Confirming that we received the tickets you raised and the Support team responded. If you didn't get the email would you mind checking your junk/spam for anything from support@lucidchart.com? If you can't find it please let me know. Thanks!

Hi Emma thanks for confirming. I checked my junk/spam folder and other folders in my inbox and didn't have any emails from support@lucidchart.com. 

Hi Andrea I will close this thread now as we have been in contact over email. If anyone else is not receiving email responses from the Support team please check your junk/spam folders and ensure that support@lucidchart.com has been added to your allowed IPs in your email client.