Peer Support

I would like to edit a file previously created in Lucidchart but I only have the file in pdf and can't work out if/how I can import it?   Thank you

Hey there,I’ve been using Lucid for a few years, generally just for simple diagramming. I’ve noticed recently that the grid lines have gotten much lighter and lost the 4x4 “sub-grid” within each major grid cell.When I create a blank diagram and get prompted to select a template, the grid appears behind that dialog as I’d expect (see attached `lucid_grid_expected.png`). As soon as I exit out of the dialog, however, I lose the sub-grid and dark grid lines get very light (see attached `lucid_grid_light.png`).Oddly, I’ve also noticed that when I go try and take a screen shot and want to select a region of the screen, the grid appears add I’d expect, but only under the selection area (see attached `lucid_grid_screenshot.png`). When I actually take the screenshot and look at the image, the grid is light and large.I’ve played with all the various grid settings, and it is indeed enabled, set to line, etc, but can’t seem to get back to the grid I know and love.

After my trial period ended, I was automatically charged $117 for an annual Lucidchart subscription because I forgot to cancel beforehand, and even after the payment was deducted, I still cannot locate a clear cancellation option in my account settings , i immediately submitted a refund request through your form but received an automated response stating 'no refund,' which is extremely concerning as I am a student and genuinely cannot afford this unexpected expense . Someone from support please help me or guide me 

for example i have 1 object connected to many other objects, i want to find another object that was linked to the first one, how can i quickly move to another one simply, without navigating with my mouse?  

Hi team,   Credly have sent me to you!  I didn’t get anything after completing Creative Facilitation and I really want this on my Credly profile for public sharing.  I reached out to their support as I got no email and they’ve sent me to you unfortunately with an email address that didn’t work, so I’m trying here :)   La Mcsharry Nov 17, 2025, 13:10 AST Creative Facilitation 2025-Nov-06 5 of 5 courses 2025-Nov-17 I enrolled, completed and accepted the Course and have selected notifications to g

Hi, I am trying to add myself to a couple teams I created recently so I can help them out initially with organizing and viewing things in their team, but when i try to add a team member my own account does not show up when i do a search. I’m the account owner, and i’ve added myself to teams in the past so i have membership into some already. I can add others to the team just fine. Is there a limit to how many teams you can be a member of, or a security setting I might have missed or set by accident?

I’m trying to import shape from Cisco Visio Stencil but something on Lucid seems to have changed where the shapes no longer fully load after a successful upload.The same Cisco Visio stencils that I am still using and know is working no longer works as well when I tried to re-import them as a test. I’ve uploaded vss and vssx files in the past without any issues. I’ve also waited for a while in case they just needed time to upload but to no avail. I’ve also tried uploading using edge, chrome, firefox, and incognito/private but still no luck.Anyone else having the same issue? Example of re-import of a vss file that is not loading the shapes properly:Confirmed Working vss that I uploaded/imported months ago:

On an enterprise plan with the Lucid extensions installed following Lucid instructions. For both Spark & Chart when trying to send a slide from Spark/Chart to Google Slides all members of our team get the following message:“Access blocked:  This app’s request is invalid”“You can’t sign in because this app sent an invalid request. You can try again later, or contact the developer about this issue…Error 400: redirect_uri_mismatch”When clicking on error details it says the redirect URI doesn’t conform to Google’s OAuth 2.0 policy. 

I frequently need to copy my diagrams to the clipboard and paste them into a document. The steps I take now are: Go to File > Export > PNG Use a screenshot tool to copy from the preview Is there some simpler way? I feel I should be able to do this without relying on the screenshot tool.

I want to align the position of the phone icon so that it lines up with the API Gateway of Service A and also aligns with the internal ALB within the Security Group. The arrow line keeps dropping, and I want everything to be on the same plane, but I can’t get it to work. Do you have any suggestions? Video https://drive.google.com/file/d/1GbzgmVhooI3o2V0xrPI3kAy4jXYcgAxR/view

I was searching for a circular arrow in the shapes but couldn’t find it anywhere. Any ideas where it can be? Or do I need to create it somehow from a few shapes by myself? Thanks in advance for answer.

Anyone else finding this an issue today (my time zone UTC+12) - This functionality was working fine yesterday but nothing will export or print today. Not a file size issue as only trying to export or print single pages, however that is the error message that is coming up.  It is also not a wait 5 mins issue as I have tried to export several times over the past hour and a half.  Have also tried clearing cache and restarting.  

Please, please, please help me. I was recently charged for a full year subscription automatically. I forgot to cancel before the trial ended, and I am very sorry for this mistake. I promise to be more careful and mindful next time.I am a student, and this money came from my scholarship funds. I cannot afford to lose this amount, ₱21k is very huge for a non-working student. I rely on that money to pay my monthly boarding house rent and food. Please, I am kindly begging you to refund the charge and cancel the subscription. Please, refund. Thank you.

Hi there,I am wondering if someone can let me know if pages of diagrams can be seen on iphone browser. All I can see id the first page of every diagram.I am able to see pages on iPad mini, but not on the phone. My account is individual. Cheers

Sync Visibility  Lucidchart offers a sync visibility feature that allows you to establish the initial view of your document. This means you can determine the starting view by choosing which layers you want to be visible. It is also a great tool to use if you want to export only specific layers in your document. You can find and build layers in your document by selecting the layers icon at the bottom right-hand side of the document screen. For more information on how to create and work with layers in your document please review our Layers help center article. You can also find the sync visibility feature in the top right-hand corner of the layers pop-up menu.   Exporting Specific La

Just wondering if anyone knows if there is a progress bar shape or scroll bar in Lucid where I can move the progress as needed. Similar to what is available in Visio.

It seems that the new Confluence plug-in has different behaviour and has broken existing pages we have e.g. existing diagrams not showing or showing incorrect page.Editing the Confluence page and reviewing / updating the macro settings appeared to fix the problem, until it became apparent that changing the settings for one macro on the page changes it for all - so that all macros now show the same Lucid page.Here is the scenario:One LucidChart document with multiple tabs / pages One Confluence page with different diagrams (pages) to be included in different sections of the page Using: View only Specific range, with only one page specified Simple Viewer Automatic update turned on Outcome is that if I edit settings for a diagram in one section of the Confluence page it shows the correct page, but then also changes all other sections to show that same pageIs this a bug or a n

I have several Visio stencils downloaded directly from Cisco, Dell, etc. directly that don’t seem to work in Lucid. Some of the Cisco stencils work fine, like all of the C9000 series switches. But then others like the Edge 5000 don’t work at all.For example, this one downloaded from Corning’s website for the CCH-01U. The stencil imports fine, but it’s just blank and there is nothing there. It works fine in Visio.   

Hello, I am new to Lucidchart and I have a few questions.I have created an org chart using an org chart template and imported data from Excel.  I tried to use the Data Link function but I don’t seem to have the “Two-way sync” button.  Is this feature available in my version of Lucidchart?Is it possible to add a different shaped box so that I can include a formula to sum up the different shapes? Can you help with how to make bulk formatting changes to several boxes at once.  For example, if I want all the Role Titles to be bolded, how do I do this in bulk, rather than one by one. Is there a Conditional Formatting rule that can count the number of Direct Reports+Supervisor?  For example, if the Supervisor has 3 direct reports, I want count to be 4 (instead of 3) to show the total number of FTE.

Hi, I imported some tables for an ERD using the CSV import option.  However, I had two tables in the same table_schema but in different table_catalogs.  I want to delete both of them and re-import, but no matter what I try, I am unable to delete both of them (re-importing after having deleted all references from the import file).  One will get removed, but the other remains.Having the ability to manually delete imported ERD objects would allow me to work around this.  I saw a post from 2 years ago suggesting this feature. Right now the only solution appears to be starting with a fresh document.Any ideas? Thanks,--Mike

Hi,Why can a user not say “ok I’m departing on this corporate template because I need to create a variant” and then work in an unobstructed way?I’m kind of freaked out right now because I’ve lost a significant amount of work not being able to separate or control my content within an overly locked template. I wasn’t aware I was falling into this trap for the first 8-9 hours of work…  I already made a copy of the file to start working separately, as well as toggling back and forth between lucidspark and lucidchart to try to regain control of my visual story being conveyed.This is very disappointing to put this large an amount of effort into working to express an overall vision and direction into a document that I can now not expand a frame box element slightly to accommodate the content, its redlined with x’s at the boundary edges, locked menu disabled, it cant be constructed over, etc.How do I track down the owne

I accidentally upgraded my Lucid account and was charged immediately. I cancelled the subscription right away after noticing the mistake and I have not used any premium features. I contacted support by email and provided all requested payment details, but I have not received a response yet.I would like assistance in reviewing my case and processing a refund, as the purchase was unintentional and the cancellation was done immediately.Could someone from the support team please help with this?

When the Jump function is enabled dotted and dashed lines partly shows as solid on prints and exported PDFs and PNG files.Lines are created using :Refer to screen dumps below.First is from Lucidcharts, the second form exported PDF. The error only occurs when Jump is enabled on the line.   

When populating the Lucid-provided diagram key, choosing the Choreography item from BPMN 2.0 shape library leads to it being added with incorrect shape placement: