Sharing document externally

Hi Anam 

Thanks for posting in the Lucidchart Community! Is it possible that the recipient is clicking on the email link to collaborate on the document while logged into a Lucidchart account under a different email address that is a Lucidchart account associated with an email address different from the one the owner added when sharing the document? If that's the case the recipient would be prompted to request access to the document. I would recommend having the recipient try accepting the invite to collaborate on the document in a private or incognito window making sure they are logged into the Lucidchart account under the email address they were invited with. 

As for the email to grant access could you have the document's owner check their spam folder just in case our emails are being filtered out? 

If the trouble persists then this is likely a document- or account- specific issue and we would love to take a closer look. Would you mind submitting a ticket by filling out this form and making sure to include the following information:

• The URL to the shared document
• The email address of the user has shared the document 
• The email address of the user the document was shared with 

This will allows us to look into the issue the user and the collaborator are experiencing while ensuring their data privacy.