I have the same issue. Frustrating

This is happening to me also - did anyone answer this?

I get the same.

Success message but no sign of the PNG I asked for.

Hi Sofia Michael Denise and Simon! Thank you for posting in the Lucid community. Our sincere apologies for the delayed response on this thread--I wanted to follow up in case this answer may still be useful to you and to provide a solution for other users who see this thread in the future. 

To start please review our Export Your Lucidchart Documents article from the Lucidchart Help Center. Let me know if you have any questions about how downloading/exporting your document should work.

Once you have reviewed this article here are some specific things to check when exporting your document:

• Try the export in a Chrome Incognito browsing session. This often improves performance by clearing your cache and cookies and disabling your extensions.


• Sometimes issues like this can be related to internet connection speed or network security. Please try the export again on another network ensuring that you are on a strong stable connection.


• Is the page that you are trying to export a Master Page? If so it will be omitted from the downloaded version of your document and you will need to convert it into a page before exporting. To do this left-click on your Master Page tab and select "Convert to Page".

If none of these tips help please send the following details to our product support team using this form so we can take a closer look at the issue.

• The URL of the document(s) affected.


• A description of the download settings (file type document pages cropping quality etc.) that you selected for the download.


• A screenshot of any error messages or pop-ups that appear when you attempt to export.


• A screenshot of the associated Javascript Console output. You can open your Javascript Console by pressing Ctrl + Shift + J (if your computer is a Windows / Linux) OR Cmd + Opt + J (if your computer is a Mac).

Hope this helps!

I've paid for a year's subscription for my organization and now can't download the document. The instructions say to go to download in settings and update the setting to do a download and there is nothing there but a download button and when I hit that button it appears to be downloading something but nothing especially the chart I need is not there. 

Also is there a user support line to call?

Thanks Wanda S.

Hi Wanda thanks for posting in the community! We received your ticket and one of our agents has responded via email to get some more information about what you're experiencing including your document URL a screenshot of any error messages you are getting and which troubleshooting steps you've tried. Please feel free to respond in the community or over email with that information so that we can take a closer look at what you're seeing and help you get this issue resolved.

Impossible to export to png or jpeg formats. I need to export and print in a plotter!! Really bad customer experience. :(

Hey Andres

Thank you for keeping this thread going! Have you tried to export on a different network or from a different device? It may also be worth trying to export using a different browser. If you are on a VPN would you care to try disabling this and trying your export again? 

Thank you for your help and patience--let me know if these help!