This article covers Lucen Timeline Online, the browser-based app. Looking for the PowerPoint add-in instead? See Lucen Timeline add-in help.
Overview
This article provides troubleshooting steps and answers to common questions about activating and managing your Lucen Timeline Online subscription. For technical questions, contact our support team at timeline-support@lucensoftware.com.
A) Troubleshooting
I'm having trouble with my email confirmation code.
During account creation or first login, you may be asked to enter a code to confirm your email address.
What to do:
Open the email from Timeline
Copy the confirmation code
Return to the login screen
Enter the code and continue
If you don't receive the confirmation email:
Check your spam and junk folders
If your organization filters external email, your IT team may need to allow messages from Timeline
Your License Manager can resend the invitation if needed
If your code expires: Restart the login flow to generate a new code, then try again.
I can't log in or I'm seeing the Free plan after logging in.
The most common cause is logging in with the wrong email address. Your license is tied to a specific email — using an alias or a different address will not show your paid access.
Example: Assigned to: firstname.lastname@company.com Logged in with: flastname@company.com
Even if both addresses reach the same inbox, they are treated as different accounts.
What to do:
Log out of Timeline Online
Log back in using the exact email address your license was assigned to
If you're unsure which email was assigned, contact your License Manager or timeline-support@lucensoftware.com
My Microsoft or Google work account won't authenticate.
Your organization's security policies may block third-party authentication. If Microsoft or Google sign-in does not work:
Log in using Login with Email instead
Ask your IT team to approve Timeline in Microsoft Entra ID (for Microsoft sign-in)
After approval, Microsoft or Google sign-in should work normally.
[CAUTION] If a Microsoft login is attempted before IT approval is in place, it will not work. If you are unsure whether approval has been granted, use Login with Email first.
I changed my email address and lost access to my premium features.
Changing your email address releases your license as a security measure. To regain access:
If you are the License Manager: Log in with your new email, go to the Subscriptions page, and reassign the license to your new email address.
If someone else manages your license: Contact your License Manager and ask them to assign your new email to your seat.
For full details, see What happens if I change the email associated with my account?
I can't access my account and need to recover it.
If you're locked out of your account, see Recovering your Timeline Online account for step-by-step guidance. If you're still unable to regain access, contact us at timeline-support@lucensoftware.com.
B) Frequently Asked Questions
How does activation work for individual users?
Individual users log in to Timeline Online with the email address their license was assigned to. Once logged in, premium access is activated automatically. For detailed steps, see How to activate your Timeline Online subscription.
How does activation and license management work for multi-user accounts?
The License Manager assigns seats by entering each user's email on the Subscriptions page. Users activate their subscription by logging in to Timeline Online with the email assigned to them. All seat assignments, updates, and renewals are managed centrally by the License Manager.
What IT settings may be required for Microsoft or Google sign-in?
If your organization uses Microsoft or Google accounts, IT may need to approve Timeline as a third-party application. This is typically done through Microsoft Entra ID (formerly Azure Active Directory) or your organization's Google Workspace admin console. Once approved, users can sign in using "Continue with Microsoft" or "Continue with Google."
In which countries are Timeline and its partners located or processing personal data?
Timeline and its partners currently process personal data in the United States, Romania, and India. The specific list may vary depending on which partners and services are used.
Where is Timeline's customer personal data stored?
All customer data is stored securely in the United States.
What personal data does Timeline collect?
Timeline collects basic information needed to create and manage your account. This includes your name, email address, IP address (recorded during purchase and login events), and billing address. For individual (B2C) purchases, we also collect your first name, last name, company name, and role.