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Admin Questions

Find answers to your Lucid admin questions, including: licensing, account-wide settings, and integration set-up.

  • 500 Topics
  • 1,178 Replies
501 Topics
Greg C101
Greg C101
asked in Admin Questions
SSO migration - want a non-SSO admin account

We are migrating our instance from Okta to Azure Entra ID.  I'd like to have a non-SSO Admin account so that I'm confident I'll be able to get into configure Lucid if there is any issue with the new Entra configuration.   Do not want to get locked out entirely.   Is there a way to configure a Lucid account to not leverage SSO?

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Christine B
Christine B
asked in Admin Questions
Automatic delicensing

I observe that users are automatically delicensed in Lucid when they leave the company. How is this mechanism activated? Since SSO has been activated, I assume that there is periodic screening on the users data in Azure Active Directory. Where is it configured? I observe those days some wrong delicensing and want to understand how to resolve this.

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Christine B
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Zaach Pightling
asked in Admin Questions
User with a Lucid license has view-only permissions

Can someone advise why a user who has a Lucid suite licence assigned to them is only able to use view only functionalities?

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jcundill
asked in Admin Questions
Lucidspark share link is not working to edit

  The logged on user is in the Intermodal_Team and should have access to “Edit up to 5 Lucidspark boards” but doesn’t get any Edit rights. This is the only Lucidspark board in the entire Organisational Group. What has gone wrong please.

428
Leianne C
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el.samuel
asked in Admin Questions
Running out of storage

Hi there,  I am running out of storage. I have multiple documents created and two of those had the largest amount of data. I deleted them both, emptied the trash, waited 1 week, but the overall free storage has increased by only 3%, which is really weird, as those two deleted documents had the most data by far. I wonder if it’s possible to check if there is any kind of error. If it’s possible to find our which documents in my library take the most amount of storage, so I can plan accordingly and delete them. Thank you!

13724
Ambar D
renekreijveld
renekreijveld
asked in Admin Questions
Where is our Lucid data stored

Hi, we recently received an email with the text:“Your existing agreement with Lucid Software specifies the United States as the data region for the storage of the content your users create in a Lucid Subscription Service”But last year our data was moved to the European data region.Where can I check in which data region our data is stored? We have an Enterprise plan. 

131
DanaC
Lucid Legend Level 2
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GerlingL
asked in Admin Questions
Assistance with connecting lines in an org chart

Hi all! i recently had to make quite a few manual entries to some of our org charts & now I need to add connecting lines for the new additions. when I follow the instructions provided by Lucid, it does not apply the lines for me. Does anyone have any tips/tricks? Thank you in advance!

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Ambar D
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Michelle SLucid support team
published in Admin Questions
SAML response missing required custom identifierTroubleshooting

If you're seeing the error message "SAML response missing required custom identifier." when trying to login, it means that our system isn't receiving a piece of information from your company's Identity Provider (IdP) that it needs to uniquely identify you. Here are the common reasons for this error and how to troubleshoot it:1. Mismatched or missing Entity ID:What to do: The Entity ID is a unique identifier for your IdP. If the Entity ID configured in our application doesn't match the Entity ID in your IdP's SAML configuration, this error can occur.Verify the Entity ID: Carefully check the Entity ID in your IdP's settings and ensure the Entity ID matches what is specified in our setup instructions. Re-upload Metadata: If any changes are made to the Entity ID in your IdP, you will likely need to download the updated metadata file from your IdP and re-upload it into our application's SAML settings to reflect these changes.2. Incorrectly configured or missing required attributes:What to d

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Michelle SLucid support team
published in Admin Questions
Unable to process SAML responseTroubleshooting

If you're encountering the error message "Unable to process SAML response." when trying to login, it indicates that our system received a communication from your company's Identity Provider (IdP) but was unable to understand or validate it. Here are the most common reasons for this error and how you can troubleshoot it:1. You might not be assigned to the application in your company's system:What to do: This is a very common case. Your specific user account needs to be explicitly granted access to Lucid within your company's Identity Provider (e.g., Okta, Azure, UKG, etc.). Contact your internal IT team and request that they verify your user account is assigned to the correct application within your organization's IdP.2. You might not be part of your organization's SAML-enabled account:What to do: Your organization might have a SAML integration configured with our services, but your user account might not yet be associated with their specific SAML-enabled enterprise account within our s

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Michelle SLucid support team
published in Admin Questions
Unable to login with SAMLTroubleshooting

If you’re encountering the error message "Unable to login with SAML." when trying to login, it signifies that while your organization utilizes SAML for authentication, your specific user account hasn't been properly associated with their designated account within our system.Here are the most common reasons for this error and how you can troubleshoot it:1. You haven't been invited to your organization's enterprise account:What to do: The most frequent cause is that your user profile hasn't yet received an invitation to join your company's enterprise account within Lucid. You'll need to request an invitation from the admin of your organization's account. If you're unsure who the admin is, you should contact your internal IT team. Your admin can add you to the account by following the steps outlined here.2. Multiple Enterprise accounts:What to do: If your organization has multiple accounts within our system, ensure you're trying to log in through the correct portal or are being invited to

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Michelle SLucid support team
published in Admin Questions
Your account is not configured for SAMLTroubleshooting

If you're seeing the error message "Your account is not configured for SAML." it indicates that while your organization might have SAML enabled, your specific user account is not currently recognized or configured to use within our system. Here are the common reasons for this error and how you can troubleshoot it:1. User assignment in your identity provider (IdP):What to do: The most frequent reason for this error is that your user account has not been properly assigned to the Lucid application within your company's Identity Provider (e.g., Okta, Azure, etc.). Reach out to your internal IT team. Request that they verify your user account is assigned to the correct application within your organization's IdP.2. Temporary synchronization issues:What to do: If your organization uses automated user provisioning (like SCIM) to manage user access, there might have been a temporary delay or issue in syncing your account information between your IdP and our system. Let your IT team know about t

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Michelle SLucid support team
published in Admin Questions
Invalid SAML responseTroubleshooting

If you encounter the error message "Invalid SAML response." when attempting to login, it indicates that our system received a communication from your company's identity provider system (IdP) that it couldn't validate. Here are the common reasons for this error and how you can troubleshoot it:
You might not be assigned to the application in your company's system.What to do: The first step is to reach out to your internal IT team. Ask them to verify that your user account is correctly assigned to the specific application you are trying to access within your company's Identity Provider (e.g., Okta, Azure, etc.).If that does not resolve the issue, please have your internal IT team look through these common causes and troubleshooting steps:1. Expired or incorrect SAML certificate:What to do: The SAML certificate used to secure the communication between our system and your IdP has an expiration date. If it has expired or the wrong certificate is configured, the response will be invalid. Chec

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Michelle SLucid support team
published in Admin Questions
Your SAML identifier does not match our recordsTroubleshooting

If you're encountering the error message "Your SAML identifier does not match our records." when trying to login, it typically means there's a discrepancy between the information your company's identity provider (IdP) is sending and what our system has on file for your account.Here are the most common reasons for this error and how you can troubleshoot it:1. You might not be assigned to the application in your company's system.What to do: The first step is to reach out to your internal IT team. Ask them to verify that your user account is correctly assigned to the specific application you are trying to access within your company's Identity Provider (e.g., Okta, Azure, etc.).
2. The format of your username or identifier might be incorrect.What to do: Confirm the expected login method. Our system might be expecting you to log in using your email address, while your company's IdP might be sending a different identifier (like a username). Ask your IT team what identifier format they have c

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corinne G
corinne G
asked in Admin Questions
Can I mass export Lucid documents to Visio?

hey team, is there a way to export in VISIO several processes at the same time - a mass functionality that would do this , rather than exporting one by one - thanks  

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Leianne C
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MarioE
asked in Admin Questions
How to resize columns and arrange text of Salesforce cards in Lucid

How can I resize or set specific size for the attribute column(s) of a card used in Salesforce templates?When the text does not contain any space, the column will be resized accordingly which is desired (2nd column in screenshot below). However, when the text includes space, it return breaks making more than a line (first column in screenshot below).  

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Ambar D
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Munehisa Midorikawa
asked in Admin Questions
Response to users with duplicate accounts for Canvas LMS accounts and paid versions

Our university has introduced Canvas LMS as an educational institution and plans to use Lucid Chart. In this case, if someone who already has a paid Lucid account registers with the same email address used for Canvas LMS (resulting in duplicate accounts), which account will take precedence? Can the accounts be used separately for Canvas LMS and for individual use? Please also advise on how to notify users with duplicate accounts.

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G
Gammon
asked in Admin Questions
AI Prompt Flow: Have individual account but settings tab says I need to ask admin to setup?

Hello, AI Prompt Flow is connected and appearing on Lucid diagrams. However, when I go to settings tab to configure, there are no affordances to interact with. Instead, message, “Ask an account admin to connect a model to execute prompts on the canvas.”I am only user, is an individual account. I don’t have someone else to ask to help set me up (well, except y’all) and I can’t find where I would toggle my own permissions.Advice? TIA

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Leianne C
J
JBCRB
asked in Admin Questions
Does removing a license from a user delete their documents?

Hello, we have a number of users who have been inactive for >6 months. If I remove their licensed access (and let them keep the unlicensed access) will they still have the ability to access their documents they made or do those documents get deleted? I would prefer to just remove their license and not transfer to another account and let the users still have access for historical data if needed.Thanks!

101
Ambar D
C
cyeung
asked in Admin Questions
Gaining access to my Lucid Enterprise account when I am reverted back to my free account

Have a FREE Account. Have a Corporate Account.When I received Lucid email to ‘set Password’ for corporate account, it navigates to my FREE account.I can’t get to my corporate account.Help ?!

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CuriousChayce
asked in Admin Questions
Lucid documents open in a new tab instead of Microsoft Teams

Hello All,There seems to be a new defect my users are encountering in their Teams environment when using the Lucidchart tool through the “Microsoft Teams App” integration. The Lucidchart app appears in the window pane for all users across the board, so that is good. But when the users click to open the app, they are required to sign in each time. This is typical especially if the user logs off the computer for the evening. During each sign in, the user reaches the document hub and can see their various documents. But, another problem occurs. Every document a user tries to open is redirected to the computers default browser instead of the Teams Lucidchart app.This occurs on the desktop (Mac) and browser versions. All users running MacOS 15.3.2 (24D81)Microsoft Teams: Version 25107.1606.3643.3915 I’d like to state that this wasn't always the case but seems an update could have caused this situation.  

181
Ambar D
S
Sam Bregar
asked in Admin Questions
Document management in Lucid Admin

Hello, I am an account admin in our LucidCharts environment. I’m trying to grant access for a few people into a document, but am not able to figure out where to go for document/data management in the administrator portal. Is anyone able to assist?

254
Leianne C
D
davidford
asked in Admin Questions
Transfer document ownership to a different organization

I have a Lucidchart account and serve as the process map creator / librarian for a small company.  I am not an employee of the company and as a contractor working for them, I created my own Lucidchart account and created the maps for them. My contract role with them is ending.  My point of contact there will be creating a Lucidchart account of their own as he will take on the librarian role. Is there a way for me to transfer all of the process maps that are in my documents folder to him?  If so, how do I make that happen?  

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Ambar D
F
F T D
asked in Admin Questions
[BUG] Concluence widget shows a 404 page not found when placing chart in confluence page

Hi! Recently it seems as if the confluence plug in stopped working. I am working on a Mac in Safari. When placing a Lucidchart all charts return the following message: Message: Our servers experienced an error. We apologize for the inconvenience.Flow ID: 5e80448db40f5f82Time: 2025-05-20T13:49:09.343ZWe use Lucid a lot for documentation of processes in our company, so this quite a significant issue and if this won’t be resolved we would need to switch to a different tool for our diagrams. Hopefully this can be fixed. 

141
Leianne C
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Munehisa Midorikawa
asked in Admin Questions
About Lucid use by educational support staff

When using Lucid at an educational institution, can educational support staff be counted as Lucid users?

162
Leianne C
A
adri
asked in Admin Questions
Perte d'accès à mon tableau

Bonjour, A la suite d’un changement de paramètre de connexion, je n’arrive plus à me connecter à mon tableau partagé. Il a même disparu de mes documents. Mes collègues avec qui je partage ce tableau y ont toujours accès.Désolé, vous n'êtes pas autorisé à accéder à ce tableau. Demandez un accès ou passez à un compte qui en dispose d'un. Changer de compteDemander un accès en modificationVoici le message  que je reçois, quelle est la démarche pour retrouver mes droits et mon tableau.Merci 

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Ambar D
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