Hi Sam, thanks for posting in our community! First, I’m happy to share that storage is shared across the whole team - you and your work alone can utilize the full 3GB and it is not strictly split by 1 GB per user. However, this also means that for additional storage, it is necessary to upgrade your account as a whole - we unfortunately do not offer storage add-ons for individual users within a team. Apologies for any frustration this causes! I also recommend taking a look at this Troubleshooting: Storage article from our help center for recommendations on maximizing your storage space. Please let me know if you have additional questions! 

Hi Micah,

thank you for the explanation. I actually thought we had 3GB each and just realized it’s 3GB for the whole team. :))

Question 1

May I ask if adding 2 x new members to the team will give us extra 2GB of storage space ( 5GB in total )? 

We are currently paying $39.60 and with extra $8.45 = $48.05, it would be 5GB of storage for the whole team in total? 

Question 2

I have noticed that if I got 1 year plan of Enterprise for two users, it would be $36.5 + tax = $43.5 for 2 x 10GB of storage space, is that correct? Does it mean 20GB of storage space would be shared between two team members? 

Question 3 ( In summary )

TEAM PLAN for $48.05 per month = 5GB of storage between 5 x members  

vs

ENTERPRISE for $43.5 per month = 10GB of storage between 2 x members

Is this calculation correct? 

Thanks very much

Hi Sam, no problem - you are correct! A Team subscription offers 1GB per user, so upgrading to a Team 5 will provide 5 GB of storage (to be utilized by the full account). An Enterprise subscription provides 10 GB per user, so an Enterprise subscription with 2 users would provide 20 GB of storage (to be utilized by the full account.) Regarding pricing for those options, please refer to the options within your Account Settings, or I would be happy to connect you with our sales team for further questions in that vein. I hope this helps! Let me know if you have additional questions.

Hi Micah, 

thank you for the answer. In that case I think we will change it to Enterprise between 2 x members, as I upload 95% of our project’s content, so 20 GB of storage would be much needed. 

Would it be possible to connect me with your sales team please, maybe they can check our discussion directly and recommend what option to go for.

Thank you.

@el.samuel No problem! I’ve converted this conversation to a private ticket and escalated to our sales team, who can discuss the best option for you. They’ll reach out directly via email! Please let me know if there’s anything else I can help you with. 

That’s great, thank you Micah, much appreciated. 

Hi Micah,

I am having a few issues here.

1. We are currently on 91% filled storage. I have been deleting a fair amount of images couple days ago, but I am not noticing any extra storage space. I wonder if someone could have a look at it please as soon we won’t be able to access our files soon. Adding files to the storage space shows up on the storage graph right away, but removing them - it doesn’t. I wonder if this is done on purpose or if it’s a glitch.
2. I am trying to download some images from our board, by selecting them, then right-click → download selected images. But it seems to be downloading only 60-70% of the selected images for some reason. This seems to be another glitch.
3. Regarding the enterprise payment plan. We currently have 5-6 members in our team. I would like to confirm that IF we decide to go for the enterprise payment plan ( 20GB shared between two members ), I wonder if the remaining members will be able to access ALL of the images that I will upload within my 20GB limit. They won’t be uploading a lot of images, that would be my job, I just need to be able to present the images to the whole team during our meetings. 
4. I am still waiting for anyone to get in touch with me from the sales. Apologies for rushing, but we seem to be running out of storage space. 

Regards,

Sam

Hi @Micah  sorry for rushing, but we are slowly running out of storage space which would halt our work.

I wonder if it's possible to give me a reply especially regarding question-3 please:

Regarding the enterprise payment plan. We currently have 5-6 members in our team. I would like to confirm that IF we decide to go for the enterprise payment plan ( 20GB shared between two members ), I wonder if the remaining members will be able to access ALL of the images that I will upload within my 20GB limit. They won’t be uploading a lot of images, that would be my job, I just need to be able to present the images to the whole team during our meetings. 

.. and if you have time, regarding others as well please.

Many thanks.

Sam

Hi Sam, thanks for posting, and my apologies for the delay.

I’ve taken a closer look, and I believe you’re experiencing a bug relating to images still occupying storage after being deleted. Our development team is aware of the issue, and I’ve added your report to the case. Because you should have more storage available to you as a result of you deleting images from your boards, as an immediate solution I have granted you a temporary increase so that you can continue your work. My sincere apologies for the frustration this has caused! This is certainly not intended, and as soon as I am able, I’ll share an update on a resolution here via this thread. 

I have also re-escalated your private ticket to our sales team, and they should be in touch soon with pricing details. 

Regarding your other questions:

1. When attempting to download images from your documents and it fails, do you see an error message, or does nothing seem to happen? Does this persist if you access your document and attempt to download from a private/incognito window?
2. I’m not sure I entirely understand question #3. Are you saying that you actually want to have 5-6 members as a part of your account in order to share documents with them, and you want to ensure that images that you’ve added to those documents will be visible to your collaborators?

Hi Micah,

thank you for getting back to me, I appreciate the extra temporary storage space while we sort things out.

Question 1:

I already got an update from your team member, that it takes up to a week for the storage space to be updated after I delete the images.

Question 2:

If I select only 9 images for example, most of the time they all get download ( I need to click on each image to confirm the download. ). But if I select more images, for example 20, then I get only 12 download requests to confirm. Not sure how to explain it, let me know if it’s clear please. ( It would be nice to have a function, where all the selected images are downloaded as 1 x zip file ).

Question 3: 

Sorry if I wasn't clear enough. At the moment we have 6 members in our game dev team. My job is to upload various references for the whole team to view.

What I mean is that we will have only 2 x members as a part of the enterprise account, and the remaining 4 x members of our game dev team would be on the free account ( 250 MB storage limit ).

I wonder if I’ll be able to share our documents with the remaining 4 x members, and if they will be able to view all the files that I will upload with my 20 GB storage limit. They will be adding comments, making some sketches, but not uploading anything. 

Regards,

Sam

Hi Sam, thanks for your response and patience! 

1. That is true that documents take up to a week to completely purge from your trash and free up storage space, but deleting images from a board should reduce the size of them immediately, which is why I believe you’re experiencing this bug. I’m glad to know that the extra storage helps in the meantime!
2. This sounds strange! While downloading them all simultaneously into a single ZIP file isn’t currently supported, they should certainly all download. If you’re willing to share a document support PIN with me for a document which you’re experiencing this with, I’d be glad to take a closer look. The PIN is for internal use only and won’t publicly share your document, so you can reply with it directly in this thread. 
3. Thanks for clarifying your intended set-up. There are two factors to consider here:
   1. You can share your documents with anyone, regardless of account type, and they will be able to view them and their contents. Because you are the document owner, any images or other resources you upload into the board will occupy storage in your enterprise account, and not the storage of your colleagues/viewers. Any contributions they make to your board that increases its size will fill your storage as the owner of the board. 
   2. Any collaborators on a free account will still be subject to the limitations of that free account. You can see full details of what free users have access to in Lucidspark compared to Enterprise users in this article from our help center, but most notably, they will not be able to edit the board using tools which aren’t included in that plan (such as Timelines, for example). Additionally, free users are limited to three editable boards. 

I hope this provides additional clarity!

Hi Micah, sorry for the late response. 

• I am only deleting images from the documents, and not whole documents, but it doesn’t seem to have any effect on the storage space. I wonder if someone can have a look at it please. 
• Can I share the document support PIN directly into our discussion? 
• Thank you for confirming information regarding the enterprise plan and collboration between various members, I’ll go through the article you posted and will let you know if I have any questions. I am almost sure we’ll go for the enterprise plan, I’ll just double-check everything, to make sure everyone will have access.

Btw, a totally amazing customer service, thank you very much. I really appreciate the help.

Regards,

Sam

@el.samuel No problem at all!

• Thanks for confirming. Yes, this is exactly the bug we’ve identified - deleting images should free up storage space, but it’s not. Our development team is aware and investigating!
• Yes, you can simply post it in this thread.
• Please let me know if you have further questions about any specific features or collaboration situations you’re envisioning.

And absolutely, let me know what else I can do to support your work! 

Hi Micah, here is the temporary support PIN for our document: sWnMWdtfHOl3

It would be great if we could figure out why the deleted images didn’t affect the storage.

I’ll go through the notes you shared and will get back to you soon regarding the enterprise plan.

Thanks again!   

Hi @el.samuel, thanks for responding with the PIN. I’ve taken a look, and am hoping that you can attempt a few troubleshooting steps that will help us understand the issues with the image downloads. Can you attempt to download the images:

• using a different browser
• using a different computer
• via an incognito/private window
• using a different network
• after disabling any anti-virus or 3rd party security software

Finally, can you confirm that this occurs with documents besides this one, and that other teammates experience this same issue? 

Hello @Micah I hope you are well. I wonder if there was any update regarding this issue that we discussed a month ago.

Today I spent 1 hour deleting a A LOT of images in our documents, but at the very end of the deleting process, the storage space hasn’t changed by even 0.1%. ( attached image below )

I have a call scheduled with the sales team today to buy more storage space, but if deleting the images in our documents won’t free up any storage, then we will get to the same issue again very soon and Lucid will be basically unusable for our team at that point.

I wonder if this could be set as a matter of urgency please.

Regards,

Sam

Update: 

I have dropped a couple of new images and the storage space has immediately updated from 91.1% to 91.2%. ( image below )

This means that the storage space data is being updated only if new files are added, but not when removed.

I personally think it’s a pretty serious bug to have, especially if it’s still happening for over a month.

@el.samuel Thanks for checking back in, and my apologies for the trouble. I know that you’re working exclusively in Lucidspark boards, but I have a workaround to suggest that may help open up storage in the meantime. Can you please create a Lucidchart document, access the image manager (File -> Settings -> Image Manager), and see if you are able to delete documents from there?

Hi @Micah, thanks for getting back to me. I did make a copy of one of the documents in Lucidchart and opened the Image Manager, but I wasn’t able to find any images in there ( attached image below ).

The thing is that Lucidspark storage simply doesn’t register when I delete an image, it thinks it’s still there, although I have already deleted it. 

I wonder when this issue could be fixed? We are again running out of storage space again, although I have deleted a large chunk of images today, was expecting to drop to 70% or so.

Regards,

Sam

Hi @Micah I am currently in GMT+7 time zone, already 1am here, so I’ll need to go offline soon. I wonder if someone could get back to me a little bit earlier than today as I will have a very limited time window to answer any questions. 

The bottom line is that we would need that storage data glitch fixed asap, as we’ll run out of storage pretty soon again. :))

Thanks very much.

Sam

@el.samuel Thank you for this additional detail, and for taking the time to try that. I’ve escalated this to our development team and hope to have an update for you soon!

Hi @Micah , thank you, much appreciated.

I wonder if there is any rough estimate when this could be fixed? It seems like a pretty serious issue.

Regards,

Sam

@el.samuel At this moment, I’m not able to provide an estimate, but I certainly understand the seriousness and will let you know an update as soon as I’m able!