Hi @Pierre-Luc G 

If you are no longer receiving notifications in Lucidchart despite having them enabled in the settings, you can try the following troubleshooting steps:

1. Check Notification Preferences

• Double-check that notifications are correctly enabled for all relevant types (e.g., mentions, comments, shared documents).
• Go to Account Settings > Notifications and ensure that the boxes for the types of notifications you want to receive are checked.

2. Verify Email Address

• Ensure that the email address associated with your Lucidchart account is correct and verified. Notifications are often sent via email, so a typo or unverified email address can result in missed alerts.

3. Check Spam/Junk Folder

• Sometimes, email notifications might get filtered into your spam or junk folder. Check these folders in your email account to see if Lucidchart notifications are being redirected there.

4. Whitelist Lucidchart Emails

• Add Lucidchart's email domain (e.g., @lucidchart.com or @lucid.co) to your email provider's whitelist or safe sender list to prevent emails from being marked as spam.

5. Browser Settings

• If you are expecting in-app notifications or browser push notifications, ensure that your browser allows notifications from Lucidchart.
• Check the settings for your browser (e.g., Chrome, Firefox) under Settings > Privacy and Security > Site Settings > Notifications and make sure that Lucidchart is allowed to send notifications.

6. Clear Cache and Cookies

• Clearing your browser cache and cookies can sometimes resolve notification-related issues:
  • Chrome: Settings > Privacy and security > Clear browsing data.
  • Firefox: Options > Privacy & Security > Cookies and Site Data > Clear Data.
  • Safari: Preferences > Privacy > Manage Website Data > Remove All.

7. Check Organization-Wide Settings

• If you’re part of a team or enterprise account, the admin may have control over notification settings. Confirm with your account administrator that no restrictions have been placed on notifications.

8. Update Lucidchart and Browser

• Make sure that both Lucidchart and your web browser are up-to-date. An outdated version may cause issues with receiving notifications.

9. Contact Lucidchart Support

• If you’ve tried all the above steps and still aren't receiving notifications, reach out to Lucidchart Support for further assistance. There may be a bug or an issue specific to your account.

These steps should help in identifying and resolving why you are not receiving notifications.

I hope this helps.

Regards

Ria

Thanks for the reply, but still, I did all of the above and nothing is working.

Hi @Pierre-Luc G 

Please try either:

1. Lucid Help Centre for troubleshooting tips here: Get support – Lucid or
2. Submit a ticket to the Product Support team

Hope this helps.

Hi @Pierre-Luc G, 

Is this the case for just you or for multiple people on your team?

Hi @Kelsey Gaag 

Everyone on the team.

@Pierre-Luc G, 

Thank you for verifying! Did your team recently change your domain? Can you check in your account settings that your account email is correct?

@Kelsey Gaag 

No chages from us. It was working perfectly and it suddenly stop. the e-mail is indeed correct.

@Pierre-Luc G 

Thank you for confirming! Since this issue deals with private account information, I’ve converted this post into a support ticket so that our team can take a closer look at your settings!

@Kelsey Gaag 

Thanks a lot! 

@Pierre-Luc G You’re welcome!