If you have lost a document or work in Lucid, you might be able to locate it by following a few simple steps. Read this article for troubleshooting tips to help you find your work.
Lost documents
If you are unable to find a document that you have been working on, try the following steps to help locate it.
Correct account
Check that you're in the correct Lucid account. Sometimes users will use single sign on (SSO) while signed into a different email account, which can cause them to be logged into a different Lucid account. We suggest that you check any and all Lucid accounts that might be under other email addresses.
Trash
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.
Document ownership
If a document was shared with you and now you no longer see it in your account, it is possible that whoever shared it with you has removed your access. We recommend reaching out to the document owner to have them re-share it with you.
Additionally, for Team and Enterprise users, if your license was removed or your original account was deleted, your documents were transferred to another user on your account. Please contact your IT team in order to regain access.
Contact support
If you are still unable to locate your document, contact support and provide as much of the following information as you can:
- The document name
- The document URL if you were able to locate it using a bookmark, share link, or browser history
- Any email address you may have used to sign up for a Lucid account
Lost work
If you are able to find the document that you have been working in, but the edits you made have disappeared, try the following steps to help locate it.
Wrong page
Check to see if your work is on the second page or tab of your Lucid document. Pages are located at the bottom-left of the workspace. It is possible that a new empty tab has been inserted before the tab with all your work.
Incognito browser
If you can find your document or board, but changes are not updating as expected, try opening the document or board in an incognito or private browsing session. This often improves performance by starting a fresh cookie session and disabling your extensions.
Revision history
If you have a Team or Enterprise level account, check revision history to see if the changes are there.
Post in the Lucid Community
If none of the steps or resources above resolve the issue, search the Lucid Community for the answer to your question or post a new question to get help support.