Hi,

Thanks for posting in the Lucid Community! 

If the email address associated with your account is no longer active, you can still use it as your username along with your password to login to your Lucid account. Make sure to reset your password and update the email address associated with your account upon logging in. You can make this change through your User Settings page. For more information please view this Help Center article. For a brief overview, check out this Community post. Please note that there can only be one Lucid account associated with an email address.

Please let me know if you have any questions!

thanks for the response.  the link you included is for a free account i set up. The one I'm requesting assistance with is set to my old work email ok, how do I do i confirm/recover my username? 

having reread the last sentence, i see there may be a problem with changing/updating the old account as there is now a “free” one.  Ultimately I'm trying to stop the billing as it should have not have been for the last year.  if i cant get this resolved I'll have to use the bank to dispute the charges.

Hey there, 
Thank you for the post/reply!

Since this post includes sensitive personal information, I’ve edited it to help protect your privacy. Thanks for understanding! I'm happy to keep helping you troubleshoot. Feel free to reply here with any other questions.

Apologies for the confusion, the link to the User Settings page is a general link. This means that if you are logged into a Lucid account, it will take you that account’s settings. Since this deals with your subscription, I am directing this to our billing team to get you taken care of. The team works through tickets in the order they are received, and you can expect a quick response to your email associated with your Lucid account. Please refer to that email for further correspondence.

This community is dedicated to supporting your work in Lucidchart, Lucidspark, and Lucidscale. For additional subscription or invoice help, please review these billing resources, and for questions about charges on your account, refunds, or changing your subscription, please fill out this form to reach the billing department. Doing otherwise will delay your response time.