Lucid takes the security of your account seriously. That’s why you can create an individual support PIN that fits your specific troubleshooting needs. Generate a document support PIN to give a Lucid support agent access to view a document, or generate a technical support PIN to give a Lucid support agent access to your Lucid account. Read this article to learn how to get secure product troubleshooting support.

If you are an account owner, account admin, and document admin on a Team or Enterprise account, you can also create account-wide support PINs that apply to all documents and users associated with your account. To learn more about how to generate this type of support PIN from the admin panel, refer to our Lucid admin panel: Security settings article.

Free	Individual	Team	Enterprise	FedRAMP

Support PIN basics

Before reading on to the next sections, determine what type of support PIN you need to generate based on the following table:

Support PIN type	Generated by:	Grants Lucid support access to:
Document support PIN	Any user	A single document
Technical support PIN	Any user	An individual user’s account
Account-wide document support PIN	Account owner or users who are both an account and document admin	All documents on a Team or Enterprise account
Account-wide technical support PIN	Account owner or account admin	All users on a Team or Enterprise account

Create a document support PIN

Generate a document support PIN to allow a Lucid support agent to view a document and assist you in troubleshooting. The PIN you generate is a temporary PIN that is active for seven days by default.

To generate a document support PIN for a specific document, follow these steps:

Open a Lucid document you want to create a document support PIN for.
Locate the help menu:
- In Lucidchart, select Help from the menu bar at the top of the workspace.
- In Lucidspark, select the More menu icon and hover your cursor over “Help”.
- In Lucidscale, select the Model Options icon and hover your cursor over “Help”.
Select Temporary Support PIN.
Click Generate.
To the right of the PIN, click Copy.
Send the PIN to a Lucid support agent.

Tip: You can also generate a document support PIN from the Documents page by clicking the three-dot menu at the bottom-right corner of the document’s thumbnail and selecting Temporary Support PIN.

Create a technical support PIN

Generate a technical support PIN to grant a Lucid support agent access to your Lucid account to assist you in troubleshooting. The PIN you generate is a temporary PIN that is active for seven days by default.

To generate a technical support PIN for your account, follow these steps:

From your Lucid account, select your profile image or initials in the upper-right corner.
Select Account Settings from the dropdown.
Under “Support Tickets” on the Overview page, click Manage Technical Support PIN.
Click Generate.
To the right of the PIN, click Copy.
Send the PIN to a Lucid support agent.

View PINs and revoke access

In Account Settings, you can view and manage any support PINs you have generated. You can also revoke access to your documents or account. Read the sections below for steps on how to manage each type of support PIN.

Note: Only PINs you have personally generated for your account are visible in Account Settings. Account-wide PINs generated by a Team or Enterprise admin are not included.

Manage a document support PIN

To see a list of all document-specific PINs that are currently active on your account, follow these steps:

From your Lucid account, select your profile image or initials in the upper-right corner.
Select Account Settings from the dropdown.
Under “Support Tickets” on the Overview page, click View Document Support PINs.

In the panel that appears, you can see a list of all document-specific support PINs currently active on your account. From here you can open each document, copy the support PIN, or revoke Lucid Support’s access to the support PIN.

view-copy-or-revoke-access-to-support-pins-from-account-settings.png

Manage a technical support PIN

To view and manage a technical support PIN that is currently active on your account, follow these steps:

From your Lucid account, select your profile image or initials in the upper-right corner.
Select Account Settings from the dropdown.
Under “Support Tickets” on the Overview page, click Manage Technical Support PIN.

In the panel that appears, you have the option to copy the support PIN or revoke Lucid Support’s access to the technical support PIN.

manage-technical-support-pin-panel-in-account-settings.png

Create a support PIN for your Team or Enterprise account

If you are an account owner, account admin, and document admin on a Team or Enterprise account, you can generate a document support PIN or technical support PIN that applies to all documents and users on the account. To learn more about how to generate this type of support PIN from the admin panel, refer to our Lucid admin panel: Security settings article.

FAQ

How long will Lucid Support have access to my document after I generate a support PIN?
A support PIN expires automatically after seven days after which Lucid Support will not be able to access your document. If you want to revoke access to your document sooner, you can do so by following the steps in the View PINs and revoke access section above.

What is the difference between a document support PIN and a technical support PIN?
A document support PIN gives a Lucid support agent access to view a Lucid document. A technical support PIN gives a Lucid support agent access to a user’s account, allowing them to take any action a user could such as creating documents and updating account settings.

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