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Peer Support

Encountering an issue or have questions about how to use a Lucidchart, Lucidspark, or Lucidscale? Search the Lucid Community or post a new question to get support.

6314 Topics
Morgan T
Morgan TLucid support team
posted in Billing
Invoice charge or refund questions? Find all billing resources here

Lucid’s Help Center now has a section devoted entirely to information about billing. Whether you need help accessing your invoice managing your plan or contacting support we’ve got your back! Keep reading for more resources.💁‍♀️ Get startedLooking for general information about Lucid’s billing practices? Check out our Plan and Billing Overview article! It provides the basics about billing with Lucid as well as directs you to articles that can help with more specific needs.🗞 Manage your planNeed help with your subscription? Look no further than these articles.Update billing information — instructions for updating your payment method Lucid charges — learn about our products and why you were charged Failed payment — troubleshooting steps regarding failed payments Cancel your plan — cancel your subscription any timeNote: There is a no-refund policy for all cancellations.💳 Invoices taxes and programsLooking for something else? Take a look at these other billing articles.Access invoices —

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Morgan T
Zareen I
Zareen I
posted in Product Questions
Driver Diagram templates

I have just registered a Lucid Charts account and cannot seem to find a Driver Diagram template what category would this come under? Thanks Zed

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jantzen
asked in Billing
Refund

I was unaware of charges, subscription and my enrollment in auto pay. Please immediately cancel my account and refund the yearly fee thank you.

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Leianne C
Jack S101
Jack S101
asked in Product Questions
Unable to edit docuements

I previously was able to edit documents. However I am no longer able to. My access is view only.

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brendonkeane
asked in Product Questions
Creating a Master Org Chart and Linking Sub Org Charts

“Master” Org Chart and then sub Org Charts  Hi there, I have created our complete “Master” Org Chart in Lucid (and I love it). I find it useful and necessary to then have sub org charts for departments, different levels etc. I have been cutting and pasting from the master chart to new tabs to create these sub org charts. In doing this if I update any data in the master org chart I then need to manually update the sub charts. Is there anyway I can “link” or sync the data in the master chart with these sub charts ? 

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jitendra.zaa
asked in Product Questions
Restore huge lucid documents

I downloaded, backup of my lucidchart which is around 1 GB, however while trying to restore, I am getting timeout error and only ~20 documents are uploaded. I have 5000+ documents

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Cory M
asked in Product Questions
An error exists on this page (export to PDF fail)

Starting last week all of my files no longer export successfully to PDF. when opening in Adobe Pro or Adobe Reader I get an error in Adobe that ‘An error exists on this page. Please contact the person wo created the document to correct the problem.’ All files exported successfully before last week and now none do. I have tried incognito mode for Chrome without success. Cleared cache etc as well. Edge browser does not export successfully either. PDF displays fine in a webview but not the adobe app. no update was made to adobe as far as I know. Nobody else on my team is having the issue.When I have someone copy and paste designs from my Lucid into their own workspace, they receive the same error but can still export their own documents with PDF.

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jwang3939
asked in Product Questions
Arrows in Lucid Board not staying

I’m trying to drag arrows between shapes in my Lucid Board and they are not “sticking”. I will drag it from one box to another, and it will show, but once I click off of it, the arrow disappears. Does anyone know how to resolve this? None of my other Lucid Boards have run into this issue.

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Shantel Gillette
Shanna H
Shanna HLucid support team
published in Product Questions
Log into Lucid from your identity providerLucid advice

Instructions will be provided here, but the basics is log into your IdP and from the My Apps portal or dashboard, log into Lucid.

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Shanna H
Shanna H
Shanna HLucid support team
published in Admin Questions
Verify if you need to replace Lucid’s SAML signing certificateAdmin resource

Steps to come that will be useful following certificate rotation on February 23, 2025.

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Shanna H
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cyberritz.in
asked in Admin Questions
hey please answer it

View Only role user is able to see all the invited and joined users mail in the Invited document. Please give a little bit your time to ans it. Thanks.

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Humas1985
Lucid Legend Level 8
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JXR
asked in Product Questions
What are tips for making a good SVG for importing into Lucid?

I’m trying to create a fairly simple shape of curves and ellipses, but Lucid fails to size the curves according to my selected px size. For instance, the ellipses below resize, but not the curves (lines).What are the guidelines for making a good shape that isn’t just an image?What are good editors that have high compatibility with Lucid? I’m using Affinity Designer 1.X.  

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Tim Hayes
asked in Product Questions
Page title is not updating from tab name

Page title in each page (tab) is not updating from text in the tab name like it used to; the title of each page is now the title of the last (rightmost) tab’s title. This just started happening on all of our Lucid chart diagrams, even diagrams we have not updated for months. It appears to be a bug or a very inconvenient new feature. :)I have tried disconnecting from our VPN and that does not help.I have tried opening Lucid in an in-private browser window and that does not help.If I try to export any page in the doc a window opens up about Comment-Only Sharing; and when I cancel the export workflow, all of the pages in the doc adopt the name of the page I tried to export.

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Kelsey Gaag
A
ajohns34
asked in Admin Questions
Error when testing SAML connection -

We are getting an error when we test our SAML connection:SAML 2.0 based Single Sign-OnError when processing authentication request!Please try login again!  When using tools to get a more detailed response we get:ALERT: Invalid Assertion Consumer URL value 'https://www.lucidchart.com/saml/sso/macalester.edu' in the AuthnRequest message from the issuer 'lucidchart.com'. Possibly an attempt for a spoofing attack From our metadata.xml:<md:AssertionConsumerService isDefault="true" Binding="urn:oasis:names:tc:SAML:2.0:bindings:HTTP-POST" Location="https://admin.lucid.app/saml/sso/macalester.edu" index="0" /> How can we fix this?

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Ambar D
Adam Y
Adam YLucid support team
published in Admin Questions
Troubleshooting SAML: Common Errors with Solutions Provided

Lucid offers SAML integrations to Enterprise accounts so that admin can easily manage user sign-on using their IDPs. Lucid’s SAML integration allows you to connect Lucid to your IDP so that users on your account can quickly and securely authenticate through your IDP using SAML 2.0.The purpose of this post is to provide troubleshooting recommendations for common errors that occur when configuring SAML for the first time as a Lucid Admin or authenticating via SAML as a Lucid user. Cause of Error: Misconfigured endpoint/value/encryption method (SAML Domain ACS URL)Entity ID related: Possible Errors Returned: “Your team is not configured for SAML” “Misconfigured application” Solution: This error message typically indicates there is a discrepancy between the SAML domain you have populated in the Lucid Admin Panel and the one you have populated for the Lucid SAML app in your IDP. Check the SAML domain you have configured in the IDP with the value in the Lucid Admin Panel and confirm they mat

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Ambar D
N
nhailey
asked in Admin Questions
Need last active date for unlicensed users

We are able to pull the last login date for our licensed users, but not unlicensed. How do I add them the to the All User Data report? Thanks!

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carrielmy
asked in Product Questions
No Miro option listed under import documents

I am currently testing the free LucidSpark version, which may be the issue. I want to import a Miro board, the instructions state that under import documents I should select Miro, however it is not listed. Importing as an image, PDF, etc leaves the board un-editable. 

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Ambar D
E
Elzaro
asked in Product Questions
Org Chart alignment of boxes

I am trying to create an org cart where the boxes are not connected and the boxes under the managers are all vertical not a mix of vertical and horizontal. See image below 

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Zuzia S
J
JellyBean
asked in Product Questions
CSV import

I am very new to this but...I got my .csv file to import into LucidChart. I can see all of the tables. I clicked on the tables one at a time and no relationships were drawn. Now I don’t know what to do.I looked at the .csv file and the PKs and FKs are indicated for each table in the file. How do I create the ERD and have the relationships show up?

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Gudmundur
asked in Admin Questions
Where can I find a list of all guests in Lucid ?

I hope this view exists for admins, as I’m sure others would have the same need.We share access with customers on work in progress and we need to be able to track that access.Who currently has access to what?  How long has the access been enabled?  Will it expire?  When was it last used / user connected? Is this available today or is this something Lucid can provide upon request? 

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Ambar D
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Bethanie
asked in Product Questions
Where to find a shape from a template?

I am mapping out a business’ processes. I like the boxes in the BPMN template that have a text field in the box, and two lines to create additional text fields at the top and bottom of the box. I don’t want to use the template as it imports messy dummy flows, how do I find that same shape in the start from scratch blank chart?

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Ambar D
D
duaahayat1
asked in Product Questions
ISBN

Design a database for a library management system. The library has a vast collection of books, eachidentified by a unique ISBN (International Standard Book Number). The library also has multiplebranches across different locations, and each branch has its own inventory of books. Users can borrowand return books from any branch, and the system should keep track of the borrowing history.Design a database schema that efficiently manages the library’s inventory, tracks user borrowing history,and supports the ability to search for books by title, author, and ISBN. Consider the relationshipsbetween entities, data types, and any additional features you might incorporate to enhance thesystems functionality and performance. Additionally, address potential challenges such as handlingbook copies, managing user accounts, and ensuring data integrity in the system.

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Ambar D
R
Robert B.
asked in Product Questions
Does adding links to the team hub automatically invite the team to view the link?

Does adding links to the team hub automatically invite the team to view the link?

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Humas1985
Lucid Legend Level 8
J
Justin K Ko
asked in Admin Questions
Can't share backup documents to user

Hi Team, I tried to share the backup documents for user and I was do it.And Jacky received noti email and click the URL but his documents is empty. I experienced same issue with another user at end-of-year and this issue sometimes occured to overseas employees(especially China office employees). Could you please check and advise for me? 😭

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Ambar D
N
Netanel Zerbiv
asked in Product Questions
I cannot find "Anyone with the link" sharing option for some chart

Hi,I’d like to share some charts with someone outside my organization by Sharing the link. For 2 of them, I have this option, for one I don’t have.For this one the option exists: For this one it doesn’t:How can I solve that? 

61
Humas1985
Lucid Legend Level 8
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