If you received a charge from Lucid Software and need more information, read this article to learn about our products and why you were charged.

Intro to Lucid Software

Lucid is a software as a service (SaaS) company based in South Jordan, Utah. We have three online products:

Lucidchart: An intelligent diagramming application for understanding the people, processes, and systems that drive your business.
Lucidspark: A virtual whiteboard application for freeform ideation, group brainstorming, and real-time collaboration across remote teams.
Lucidscale: A cloud visualization solution that helps organizations see and understand their cloud environment.

Confirm the charge is from Lucid Software

Regardless of which Lucid product you purchased a subscription for, the charge will include "Lucid" in the name or appear as “lucidchart.com/charge.”

Unexpected charge

Why we’re charging you

We are charging you because you (or a family member, or someone at your company) purchased a monthly or annual subscription to a Lucid product. It is possible that you started a free credit card trial that has expired and converted to a paid subscription, or that your subscription has automatically renewed.

If you’re not sure who signed you up for Lucidchart or Lucidspark please contact our Billing Support team and we will help track down the email address associated with your account.

I was charged on a card I didn’t provide to Lucid

If you are seeing charges on a new credit card that you did not add to your Lucid account, it may be the case that your financial institution has automatically updated this information to Lucid as a courtesy. Financial institutions will do this to ensure that accounts using recurring payments remain in good standing when a new card is issued. In some cases, your financial institution may also allow recurring charges to continue on an expired card. If you have any concerns about this process, please contact your financial institution.

What to do if I think someone else is using my card

At Lucid we take fraud, identity theft, and other unauthorized access to payment information very seriously. If you suspect someone is using your credit card or payment information to pay for their Lucid account without your consent, please contact our Billing Support team immediately.

Early charge

I was billed before I anticipated

If you were billed for your Lucid subscription before you anticipated, this might be because of timing discrepancies between your time zone and Lucid’s billing cycle. Lucid issues bills using Coordinated Universal Time (UTC). This means that you will be billed seven days after you start your subscription, at the time of day that you started it. For example, if you start a 7-day trial on March 1st at 11:00 AM, your subscription will begin and you will be charged at 11:00 AM on March 8th at UTC time.

Renewal date if a subscription is purchased on one of the last days of the month

If you purchase your subscription on one of the last days of the month, the exact day of renewal may be subject to change. For example, if your monthly subscription starts on the 31st of the month you will be charged on the last day of each month (eg. the 28th, 29th, or 30th).

Contact Lucid Billing Support

If you still need help after looking through the information above, please contact Lucid Billing Support.