Hi @lbanks
Thank you for the detailed explanation.
Based on what you’ve described, this appears to be a restoration path and ownership/location resolution issue, which can occur in a few specific scenarios within Enterprise environments.
What’s likely happening may be :
- Original location no longer exists or is inaccessible - If the original folder (or team folder) was deleted, restructured, or you no longer have access to it, Lucid may attempt the restore but fail to properly reassign the document location — resulting in the file remaining in a “trashed” state despite the confirmation email.
- Document ownership or team association issue - If the original owner is no longer active or the document wasn’t properly transferred, the system may not be able to fully restore it into a valid folder structure.
- Team folder indexing issue (empty dropdown). The empty “Select a Team Folder” list typically indicates:
- You may not have access to any active team folders, or
- There is a sync/indexing issue with folder permissions in the account
To resolve the issue, please try these steps:
1. Try restoring to “My Documents” first
Instead of restoring to the original location:
- Select Restore → My Documents
- This bypasses folder dependency issues and helps confirm if the document itself is recoverable
2. Verify team folder access (Admin check)
As a Document Admin, please confirm:
- You are assigned to at least one Team Folder
- You have edit access (not just view)
- The folder still exists and is active
If needed, have an Account Admin:
- Reassign you to the appropriate team folders
- Confirm folder visibility settings
3. Check document ownership status
If the original owner was removed:
- The documents may still be tied to that user
- An admin may need to perform a document ownership transfer before restoration behaves correctly
4. Use document link workaround (temporary access)
Since you’re receiving a view-only link:
- Open the document
- Use “Save As” or “Duplicate” (if available) to create a new version in your workspace
This is not ideal, but it can help recover critical content quickly.
If these steps still do not work, you can contact the Help Centre here: https://help.lucid.co/hc/en-us/requests/new?ticket_form_id=360000726471
Hope this helps!
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