Lucidchart Product Questions

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Can't edit my document

I created a document with a basic account. When I try to open the document it shows me the document, but doesn't let me edit it. Can you please help?

 

Thanks,

Tony

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Hi Tony,

Thanks for posting in the Lucidchart Community! It is possible that you are unable to edit your document because it has advanced shapes, and the basic account only allows for basic and custom shapes. Do you receive an error message when opening the document? These provide helpful information explaining why you are unable to edit.

 

You can find more information about different account types in this Help Center article.

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15 comments

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Hello,

I also have the same problem. While I understand that the "advanced shapes" are being kept behind a paywall..... I had a massive document with many processes laid out. I only used a couple timeline shapes to test them out. When I decided to go with the Home version, I was locked out of this document because of the two advanced shapes. What the hell? I can't even copy/paste the work I already put in.

Is there ANY way for me to keep the work I put in without having to upgrade for the month. This is stupid. 

Aaron D 3 votes
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Hey Aaron, apologies for any confusion. There should be a pop up explaining the advanced shape libraries that are turned on with an option to turn them off so that you can continue editing. It should look like this:

 

Sometimes, this pop up can be disabled by certain browser extensions or settings. Because of this, can you try opening your document in an incognito window? This should allow you to disable the shape library by clicking 'Turn Off Libraries' and allow you to continue editing. Please let me know if this is not the case!

Megan W 0 votes
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My chart was locked. I don't even know what feature I was trying that locked it. My pop-up doesn't say turn off libraries it says: "Upgrade to Unlock" Are you serious? I have no idea what premium feature I accidentally tried to access because they are not marked. Do I have to memorize the list so I don't accidentally try to access one in the future? Who needs hackers and ransomware when your program does it so well. Fine hold my chart ransom. I'm not upgrading. In fact, I will probably downgrade to not paying for any service and try another program that isn't going to pull crap like this. This is a bad business strategy. 

Amanda B 2 votes
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Hey Amanda, happy to help with this! Can you provide a screenshot of what your pop up says? There should be an option to turn off a premium feature that's inhibiting you from editing :)

Megan W 0 votes
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I wish to Edit a flowchart created in basic account. I don't have time to await approval from a service ticket submitted for access to our team membership. Please help 

Jason 0 votes
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Hi Jason! Looking in our system I see you are a member of an enterprise account as a view only user, we would be unable to grant you an editing license from our end without express permission from an admin on your end. I would recommend going through ServiceNow, as this is how your admin have stipulated that you request an editing license. Please let me know if you have any other questions on this!

Maison W 0 votes
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I did not recieve a pop up using the chrome browser - Had to download the mobile app to remove the premium features so i could access my files again

Kasper 1 vote
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I'm trying to continue work using my basic account but it has now locked after 3 hrs of work. It says i am trying to access a premium feature? what? a box, a simple line? i can't do anything?? i would never of started this had i of know you automatically lock people out with this pop up message that doesn't relate. bad business!

rachel 0 votes
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Hi Rachel,

Thanks for posting in the community. You can see what features are available on the various account levels in the Account Types help center article. This will help you determine which feature is causing you trouble. If you are still not able to tell after reading the article, contact us by submitting this Support form with a screenshot of your document and the document URL. Hope this helps!

Abby S 0 votes
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I can't edit with Basic account either - just comes up with an Upgrade option - did Incognito and get the same window open.  How do I turn off premium libraries so I can continue please?  Thank you.

Helen B 0 votes
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Hi Helen,

Thanks for continuing this thread! First, please review the Account Types article to learn more about what features are available on each account level. Some things to take note of in this article about Free Accounts are:

  • 25 mb of storage
  • 3 document limit
  • 60 objects/document

If you do not believe you have hit any of these limits, please fill out this Support form with a screenshot of the error message you are receiving and the document URL.

Clara H 0 votes
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I can't edit with Basic account too it just comes up with an Upgrade option when i open it in Incognito and get the same window open.  How do I turn off premium libraries so I can continue please? And anyway how do i know which shape is for premium user and which one is applicable for me with basic account?also how many object have i made? 

SINTA 0 votes
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Hi Sinta,

Thanks for posting! It looks my colleague is responding to your ticket right now. If any other users run into this issue, please fill out this Support form. Thank you!

Clara H 0 votes
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Thanks a lot for the help and response ma'am and sir! it's editable again.

SINTA 0 votes
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