Start here. This page covers login problems across all Lucen products, Lucen Timeline, Lucen Timeline Online, Lucen Track, and Lucen Flowchart, plus your Account Center, which all share one login at login.lucensoftware.com. Most people log in with a password or with Google or Microsoft. A verification code only applies when you are creating a new account, so if you are an existing customer you will not be asked for one. For step-by-step help logging in or creating an account, see How to log in to your Lucen account.
Reset your password
If you have forgotten your password, select Forgot password? on the login screen and follow the prompts to set a new one. Your email address and account stay the same.
For security, our support team can no longer reset passwords for you. The Forgot password? link is the fastest way back in.
If you log in with Google or Microsoft, you do not have a Lucen password. Reset it with Google or Microsoft instead. See Logging in with Google or Microsoft below.
You are asked to log in again
Your login is remembered for about two weeks, so you should not have to log in on every visit. If you are asked to log in again:
Enter your email on the login screen, select Next, and log in the way you normally do.
In the Timeline add-in for PowerPoint, open the Account menu and choose Log In.
If you recently updated the Timeline add-in and are asked to log in again, that is expected after an update. Log in once and you are set. For the full walkthrough, see Why am I asked to log in again after updating?.
Logging in with Google or Microsoft
Nothing has changed here. On the login screen, choose Sign in with Microsoft or Sign in with Google, the same as before. No password or verification code is needed.
The Microsoft and Google windows say "Sign in." That wording comes from Microsoft and Google and cannot be changed, so it is expected.
If the Microsoft or Google button does not respond, refresh the page and try again, or open the login screen in a different browser. If it still does not work, contact us using Still need help? below.
Change the email on your account
How you change the email on your account depends on your role:
If your seat is managed by an admin (team or company account), ask your workspace or billing admin to update it for you.
If you are the billing admin, or you pay for your own subscription, contact us at [email protected] and we will help you make the change securely.
Didn't get your verification code? (new accounts)
You will only receive a verification code when you create a new Lucen account, to confirm your email address. Existing customers do not get a login code.
The email comes from Lucen Software (via Microsoft) at [email protected]. If it has not arrived:
Check your spam or junk folder, and your company's email quarantine if you have one.
Search your inbox for [email protected].
Give it a moment. Delivery can lag, and the Resend code option can take about 90 seconds to appear.
Request a new code: go back, re-enter your email, and select Next again. Each new code replaces the last, so use the most recent email.
Confirm you entered the correct email address.
For the full checklist, including corporate email allowlisting, see Didn't get your verification code?.
For IT teams: to make sure codes reach your users, allowlist [email protected].
Still need help?
If you have worked through the steps above and still cannot log in:
If your seat is managed by an admin (team or company account), contact your workspace or billing admin.
Otherwise, email us at [email protected] and we will help you get back in.