Are you experiencing trouble accessing your Lucidchart documents?
Before panicking over lost work, there are a few things you can do:
Check Your Account:
The document(s) may still be there. Have you double checked that you're in the correct account? Sometimes users will use single sign on while signed into a different email account, which can produce errors. We suggest that you make sure you've checked any and all Lucidchart accounts that might be under your email address(es). Contact support if you have email addresses you are unsure about and we will help you check
Check Your Trash:
It is easy to accidentally delete documents. Please check that the documents aren’t in your trash. You can access your trash at the bottom of your folder manager found on the documents page.
If the documents were shared with you and now you no longer see them in your account, it is possible that whoever shared it with you rescinded your access. We recommend reaching out to the document owner to have them re-share it with you.
Check Browser History:
Your documents might be hiding in your browser history. If you carefully look through your browser history when you last worked on the document, you might be able to find it. If you are able to find it please contact support with the document URL and we will help you track it down.
If none of these options work, please contact support with details and the document name or URL if possible. We may be able to locate the document that way.
Try Incognito Mode:
If you can find your document, but document changes are not updating as expected, try opening the document in a Chrome Incognito browsing session. This often improves performance by starting a fresh cookie session and disabling your extensions.
Use Revision History:
If you have a Professional level account you can also check the revision history to see if the changes are there. Please see this article for information on how you can restore from a previous version.
If the issue persists, please contact support and provide as much of the following information as you can:
- The document URL.
- The time (and time zone) you opened your document to begin editing.
- The time you finished editing and closed the document.
- Which edits were not saved.
- A detailed account of the time frame when you noticed your edits were not saved.