Peer support

Today I launched a new file in Lucidchart and found that it had updated to the new editor, and one of the first issues I encountered was that I couldn’t locate a custom shape library in the “Search Shapes and Tools” menu. No custom library button/dropdown seems to exist, and searching the exact name of my custom library returns no results.I then opened an older file which utilised a custom library, and this opened in the new editor with the custom library active and available. I could also search the custom library in the Search Shapes and Tools menu. For the time-being I have switched back to the old editor which allows me to add the custom shape library as usual. 

Sorry, Delete this request

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.

As of October 9, 2026, the Loom and Zight integrations to record a video in Lucid have been deprecated.

Its really hard to use those TAGsIt is really hard to use in current shape and size, can you bring it back? Those smalle, which enlarged on click, were perfect.. Sometime better is an enemy of good.

Hi,I have to say that the new design is a solid improvement on the old. Obviously there are going to be a few initial interface teething problems, but, if Lucid are open to their community for a period of tweaking, then that’s great.I like the fact that AI has been made a tool, just like any other, as that is what AI should be - it’s not the begin-all and end-all of everything. I think people were getting too invested in a new toy, when it’s not necessary for everything.I like the properties on the right, but this section may need a little bit of formatting to make it feel less cluttered. With the properties, just a couple of observations:The Rounded Corners property should be applied to anything that can have rounded corners. It’s a little too off putting that you have to click the 3 dots beside the line tool to effect these changes on a line. The Paint format tool should be on the toolbar, like it used to be. It’s a very useful feature - something I use all the time, and I daresay ot

I could not interact layers (linked to main layer) in presentation view now. It supposed to show/hide layers when I click the button already linked to that layers in presentation view, but now I could only  show/hide layers in non presentation view with  ” Press ‘Shift+Ctrl‘ + click“ Could any one help me on this? Thanks you very much!

Hi,Is there any way of totally disabling AI for my account? I don’t want to use it at all, and it’s proved invasive if not annoying, so far.Thanks in advance,Paul.

Hi,We were previously working with a person called “MJ” who was helping verify our domain ownership and setup with a spreadsheet showing current email address and “New” email address for each of our users we need changed to.MJ must have been promoted up and we didn’t get to finish this process.How can I get someone at Lucid to help with this email address change for our 15 users? 

We recently migrated our Confluence content after an acquisition from one cloud instance to our parent company’s cloud instance. We are now seeing an error on all Lucid diagrams “Unable to copy, move, or duplicate Confluence pages with macros. Try copying the page first, deleting macros showing erros and reinserting the macros.”The Lucidchart Macro Repair Tool seems like the solution for this as it says “The Lucidchart Macro Repair tool identifies and attempts to fix invalid Lucidchart macros. Invalid macros are often the result of copying or moving them between pages, spaces, or Confluence sites.” However, when try to convert macros after running the search, we’re seeing the following error:  Conversion failedError (Flow ID: 0553034dbc359bb0, Time: 9/8/2026, 9:17:24 AM) Any advice on a fix, or insight into what the error above means? Reuploading 700+ macros manually is a suboptimal solution.

The recent update for the UI/UX is appalling, I think. It is hard to locate formatting tools. It’s not logical.

I have some layers invisible but when I Export → Image, the non-visible layers are still included.Export should only include visible layers.

Locking the Properties Panel on the right side is a deal breaker.  Please, put the top bar back and allow the properties box to set to a floating window. 

If I select a shape in a Lucid document, right click it, and select “Save link to selection”. Then I go to a different place in the document and type control-V, it inserts a Goto Shape link. Then when I click on it the Lucid document instantly jumps to the target shape. I really need this functionality to be preserved when I export the document to PDF because I most save design documents in a FDA mandated QMS system. I can’t wave a web-resident document there, so I have to archive a PDF version.But when I export my Lucid documents to PDF, the Goto Shape link do not do anything at all when clicked.Does anyone know what to do about this? 

When trying to add a new user, we get the below error message. We have 2 available licences so should be able to add. This is impacting multiple admins on different devices.Response: "Oops, an error occurred. This exception has been logged with id 8enchgo0p" Status: 500

I have implemented SCIM migration with Lucid, and as their guide I created an ‘all users’ group.Because of that, 600+ users have been created within LucidChart and they all received an invitation email to start using Lucid Chart. I ended up deleting that ‘all users’ group and their accounts have now all been deactivated. However today they received a “Reminder: a Lucid account was created for you” email.  How can I prevent these emails from being sent to all of our staff, or how can I remove all of these users from Lucid. We do not want these emails, as the users are treating them as spam. Thanks

HelloMy company recently changed my email address, and as a result, I can no longer access the boards and templates I created under my previous email address.Since I am unable to log in with my old email address, I cannot retrieve these boards or transfer their ownership to my new account.Could you please help me regain access to my boards and templates or transfer them to my new email address?Thank you,Nina

We used to be able to share LucidChart’s with our whole organisation, but now only get a list of slack channels without the organisation option available. Does anyone know why this is and how to resolve it? I have attached screenshots of what we used to see and what we now see.This was before (with the slack integration on)  This is what we currently see.

We have set up the integration with ServiceNow so we can generate diagrams from ServiceNow in Lucid.  I am the admin in Lucid and everything works fine for me.  For others, they can create the diagrams, yet not access them in Lucid.  Their security is Lucid is adequate to create and edit diagrams, so this appears to be an OAuth issue (maybe).  We reached out to ServiceNow and this is what they provided:Thank you for switching the credential to Personal and for sending the message your other users see.We asked for Personal so each user's diagrams belong to that user. With Personal, the Create Diagram flow calls Lucid with the token of the user who starts it, so the diagram is created in that user's own Lucid account and they can edit it. Each user gets that token once, through the authorization link on the Create Diagram window, which "generate[s] an authentication token and fetch[es] your Lucid folders" (Create a Lucidchart diagram for a business application).The change works for the u

Starting Friday afternoon, the tags I’ve assigned to stickies won’t collapse to a pill so I can’t see what’s on the sticky on the left since the tags on the sticky to the right cover it. How can I get the tags to default to pills?

On 9.10, I paid for the Lucid subscription on my account (15 eur). The money was taken from my account and I was able to use premium features on Friday. Today, my account says I do not have a valid subscription. Can you please explain what happened, and reinstantiate my subscription?