Hey Jenny
Thank you for posting in the Lucid Community! Because we may need to exchange some potentially sensitive information to solve this I have created a support ticket for you. We will be receiving an email from us shortly!
Hope this helps--please let me know if you have any other questions. Cheers 
If anyone else out there has a similar questions please reach out to us directly at support@lucidchart.com. We would be happy to help!
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