Lucky Orange Heatmaps & Replay
by Lucky Orange LLC · launched
View in Shopify App Store ↗Reviews (892)
Really choppy and hard to just watch the video straight through. Whatever the new user face is or the user interface is, it's pretty terrible.
Developer reply ·
Thank you for sharing your feedback. We aim to deliver smooth, reliable session recordings, and we are sorry to hear your experience didn't meet that standard. Because we hadn't received a support request prior to this review—and haven't seen similar reports from other users—we want to make sure we investigate what happened in your specific environment right away. As soon as we saw your feedback, our team reached out directly to request store access so we could troubleshoot. While we haven't heard back yet, we would still love the chance to fix this for you. Please reply to our email or reach out to us at support@luckyorange.com so we can get to work resolving this immediately. Regards - Will from Lucky Orange
Developer reply ·
Thank you for your feedback. We noticed your review changed from 5 stars to 1 star after just 2 days, and we are genuinely concerned to learn that your experience took a turn. We want to make things right immediately. Please reply to the email we sent you today or contact us directly at support@luckyorange.com with a few details about what went wrong. We’re eager to look into this for you and help resolve any issues as quickly as possible. Regards - Will from Lucky Orange
i have not activated and paid subscriptions on your app and removed it from my shopify store please remove the charges alert i am getting. i am getting payment reminders please do not send me reminders on shopify as i havent used app or there is no issue of refund there is a issue of reminder payment failure by me in shopify store as i have uninstalled my app from shopify still getting payment failure messages it could lead to my shopify store to get freezed please solve this. please make a refund now as i have made payments without using your app even a single day please refund.
Developer reply ·
Thank you for sharing your feedback. We’re sorry for any confusion surrounding your trial and billing. To clarify, our 7-day trial is completely risk-free, and the post-trial billing setup is entirely optional. Users can decline it or switch to our Free plan at any point without being charged. In this case, our system shows the optional billing was accepted during installation, though we see your account setup wasn't fully completed. We always want to ensure our customers only pay for value they actually receive. We have been trying to connect with you over the last few weeks to offer a full refund but have not received a response yet. Please feel free to reply to our last email so we can make this right. Regards - Will from Lucky Orange
Very inaccurate and unreliable
Developer reply ·
Thank you for your feedback. We hold our tools to a very high standard of accuracy, and we're sorry to hear your experience didn't reflect that. We want to investigate this immediately, but we need a bit more context. Please reach out to us at support@luckyorange.com or reply to our latest email with any examples of the issues you've encountered so our team can get to work fixing this for you. We look forward to hearing from you and helping resolve this as soon as possible. Regards - Will from Lucky Orange
Says free 100 sessions per month, then asks to subscribe to $49 after the trial. Misleading
Developer reply ·
Thank you for sharing your feedback. We’re sorry for any confusion regarding our trial process. We want to clarify that we do offer a permanent free plan. Our 7-day trial is designed to give you full access to our premium features risk-free. The billing setup during our trial is completely optional; you can decline it and easily switch to our Free plan at any point during or after the trial ends without being charged. You are never charged during the trial period itself. We’d love to make this right. Please check the email we sent on June 4th; we’re happy to reset your trial so you can enjoy the full experience and ensure your account is moved to the free plan afterward. Regards - Will from Lucky Orange
UPDATE: 7 years of loyalty met with a 2,400% hike and technical excuses. I would like to clarify the facts regarding the developer’s response: After being a loyal customer for 7 years, I am deeply disappointed by how this transition was handled. A move from a $10 plan to a $249 plan—a 2,400% increase—without explicit consent is not professional practice. In a serious business environment, the standard procedure for discontinuing a legacy plan is to suspend service or limit data until the customer manually selects a new tier, rather than automatically charging a tier 24 times more expensive. Furthermore, the handling of the refund was unacceptable. It took seven emails and multiple explanations of PayPal’s own system before the refund was initiated. The repeated claim that an open dispute "blocked" the refund is factually incorrect according to official documentation; the "Issue Refund" button is specifically designed to resolve and close cases simultaneously. While the refund has now been processed, it only occurred after I threatened a formal Shopify Partner Violation report. After 7 years, the lack of transparency and the attempt to make me waive my buyer protection has resulted in a complete loss of trust. I will not be returning to this service. 24.04.26------------------------------------------------------------------------ I have been a loyal customer for years on a $10/month legacy plan. Without my explicit consent or any manual confirmation, Lucky Orange automatically migrated my account to a $249/month plan. This is a staggering 2,400% price increase! When I contacted support to resolve this unauthorized charge, the experience became even more concerning. They are currently refusing to issue a refund unless I first close my PayPal dispute. They claim the open case "blocks" them from refunding, which is technically false. According to PayPal’s own documentation, issuing a full refund is exactly what resolves and closes a dispute automatically. By asking me to close the case first, they are essentially asking me to waive my buyer protection, as a closed PayPal dispute cannot be reopened. This feels like a predatory tactic to hold my funds hostage. Pros: The software used to be good for the price. Cons: Unethical billing practices, predatory "bait-and-switch" pricing for long-term users, and deceptive support regarding refund procedures. Verdict: Avoid this app if you value transparent billing and ethical business practices. After years of loyalty, I am extremely disappointed by this breach of trust.
Developer reply ·
Thank you for sharing your feedback. We genuinely never want a price adjustment to feel like a surprise, and we understand that a transition from a legacy plan is a significant change. To ensure our long-term users have time to prepare, we send notifications in advance for any plan changes detailing any updates and inviting questions. Our priority was keeping your data tracking seamless. To prevent any service interruptions, we moved you to the plan that most closely matched your existing allotments. When you reached out, it became clear you were looking for a smaller plan. Our team immediately offered to "right-size" you to a plan that better suited your budget and needs, while offering to credit the difference. Regarding the PayPal dispute, once a formal chargeback is opened, the funds are held by the processor. To avoid the complications of a "double refund" (which can happen if a manual refund and a processor-led reversal collide), we typically have to wait for the arbitration process to conclude. While we suggested closing the dispute to speed up a manual refund on our end, we understand your preference to maintain PayPal’s buyer protection. To resolve this for you as quickly as possible, we have already processed a full refund for the charges in question. We value the time you spent with us. If you’d like to discuss a plan that aligns with your current needs and budget, please reach out to us at support@luckyorange.com. We’d love the chance to welcome you back. Regards - Will from Lucky Orange
This app fails at its core purpose. It doesn’t reliably record key moments of the customer journey, you often can’t clearly see where users click, and around 40–50% of the recordings are completely broken, with large portions of the page missing or not rendered at all. This makes the data unreliable and, in many cases, unusable. I initially kept the app installed to give it another chance and review more sessions on a different day, but I unfortunately forgot to uninstall it before the trial ended and the billing cycle started. Despite explaining this clearly and politely, customer support refused any form of refund. What makes it worse is the support experience: instead of addressing the issue, they keep pushing for “demo calls” and tips, which is completely irrelevant when the problem is billing and product reliability. Once they have your money, the experience noticeably drops. Overall, between unreliable tracking and poor customer support, this has been a very disappointing experience. I would not recommend this app.
Developer reply ·
Thank you for your feedback. Our 7-day trial is intended to provide a risk-free look at our premium features. To ensure transparency, Shopify requires explicit approval of the subscription terms before the trial begins; this outlines that billing will start automatically unless the plan is canceled. Because these terms were accepted, the charge was processed per standard billing policy. Regarding the technical issues you mentioned, we take these reports very seriously. We reviewed our records and noticed that these issues were never mentioned when you initially reached out to our team. We reached out on April 9th to gather more details or to hop on a call so we could investigate the recordings and journey tracking, as we want to ensure the app performs perfectly for you. We haven’t heard back yet, but we would still love the opportunity to fix these issues. Please feel free to reply to our last email so we can make this right. Regards, Will from Lucky Orange
The app does its job well, but the €19 basic plan only supports 100~200 visitors actually per month. Beyond that, it stops recording and shows an error saying the storage is full, and you have to pay at least €20–30 more per month for additional space. What’s interesting is that support says you can’t free up disk space by deleting sections and that you still have to pay again anyway.
Developer reply ·
Thank you for your feedback. We are sorry for any confusion regarding how our plans are structured. Each of our plans include a set number of session recordings per month with our $19 plan coming with 500 monthly sessions. As your site grows and you reach the limit of your current Lucky Orange plan, recording pauses until your plan resets on the next billing cycle. You are correct that deleting past sessions doesn't add recordings back to your current month's allowance—this is intentional. Even if you deleted sessions, they were still captured, stored, and displayed live, which is why they still count toward your session limit. If you have hit that limit, it means your site has more traffic than the basic plan accommodates, and upgrading would give you a higher monthly recording allowance that better matches your actual visitor volume. We're happy to help you find the right plan for your needs or discuss your specific usage patterns. You can respond to our most recent email or reach out to us directly at support@luckyorange.com. Regards - Will from Lucky Orange
There is no free plan. A soon as you add the app it makes you sign up for the subscription.
Developer reply ·
Thank you for sharing your feedback. We’re sorry for any confusion regarding our trial process. We want to clarify that we do offer a permanent free plan. Our 7-day trial is designed to give you full access to our premium features risk-free. Before the 7 days end, you have the total flexibility to choose a paid tier, downgrade to our free plan, or cancel entirely. You are never charged during the trial period itself. We’d love to make this right. Please check the email we sent on January 22nd; we’re happy to reset your trial so you can enjoy the full experience and ensure your account is moved to the free plan afterward. Regards - Bradley from Lucky Orange
What a crap! I installed it and was constantly told email not valid. Changed email and tried forgot password and it kept looping into the login page with no way out. I deleted the app, but now I'm worried they start charging me after the free period. So I'm saying this loud now: PLEASE CANCEL MY PURCHASE and work on your lousy logon and Shopify integration page.
It's buggy AF, logs me out and doesn't let me log in back again (dont recognize pswd) so i reset psw and nothing... open a new account with new email and it works until it logs me out, then the whole process repeats... i already used 4 emails
Developer reply ·
Thank you for sharing your feedback. We understand your frustration regarding the issues you've experienced. We’ve investigated the matter and can see that data is currently flowing into one of the accounts you set up. Our records indicate that visitor data, session recordings, and heatmaps are all active and functioning within this account. We can also see that you've created a new account every time you've hit the limit of tracked sessions.. This not only causes technical issues with Shopify and is likely the source of your login issues, but it is also against our Lucky Orange terms of service. While we believe this is what is causing the issue, when you respond to the emails we have sent or message us directly at support@luckyorange.com, we can further troubleshoot this with you and make sure we find the right plan and set up for you moving forward. Regards - Bradley from Lucky Orange
We used Lucky Orange for about a year, then discovered Microsoft Clarity, which is completely free and does everything we needed. Around that time, we thought we had downgraded our Lucky Orange plan. Their app showed a message saying “No active subscription,” so we assumed it was canceled. Turns out that message was a bug, which their team later admitted. In reality, we had been getting billed $303.20 per month the entire time — for 16 months — totaling $4,851.20. We had no idea. There was no downgrade confirmation, no email notification, and no way to tell from inside the app that billing was still active. We didn’t use the tool once during that period. We believed the subscription was canceled. Their support team reviewed our case and still refused to refund anything. They claimed it was our responsibility to know we were subscribed, even though their own UI said otherwise. We’re now escalating through our Shopify Plus team to recover the funds. This product is not worth the risk. If you need heatmaps and session replays, Microsoft Clarity is free, more transparent, and works better. We do not recommend Lucky Orange.
Developer reply ·
Thank you for taking the time to share your feedback. Through our discussions back and forth, we've thoroughly reviewed and discussed with you that there is no record of a cancellation request, downgrade to a lower plan or the Lucky Orange app being uninstalled from your Shopify store. As a safeguard for merchants, any subscription changes must be confirmed through Shopify's billing system. Our records indicate that the app has remained installed and active, which is why data collection, data storage, and billing have continued. Monthly receipts are sent by Shopify and outlines each app and their charges within the receipt while the application would have still shown as installed within your Shopify admin. To make sure you have fully ended your subscription, please make sure to either switch to the free plan and confirm that change through Shopify or uninstall the Lucky Orange app from your store. Uninstalling the app will ensure the tracking code is removed and your subscription is fully terminated. If you have any questions, please contact our support team. We're here to help. Regards - Bradley from Lucky Orange
Disappointed with the Performance. I had high hopes for this app, but unfortunately, it didn’t meet expectations. From the first night, I encountered issues—it wasn’t recording visitors to my website. I contacted support, and while the agent acknowledged the problem and escalated it to the technical team, the issue remained unresolved. A few days later, the app still wasn’t functioning properly. It reported zero visitors from our home country, despite multiple visits, including my own, which weren’t recorded. Ultimately, the app didn’t work for me, and I can’t recommend it based on this experience.
Developer reply ·
We’ve reached out to you about this issue and confirmed we do see visitor session recordings in your account. We always strive to deliver visitor recordings as quickly as possible and in rare cases, it can take a few minutes for the data to process and populate in your account. It seems like you may have experienced some slight delays in the data processing but would love to test this further with you to see if it was one-off or if there is some other issue we haven’t identified yet. Please respond to my last email as I would like to connect with you personally to ensure all of your issues are fully addressed and resolved. If you didn’t receive my earlier email, you can also reach out through support@luckyorange.com. I’ll be monitoring both my personal and support inboxes for your email and look forward to connecting with you soon. Best regards - Bradley from Lucky Orange
Keine Empfehlung. Versprochene Ersattung wird nicht ausgezahlt. Sitzungen werden am Stück und nicht verteilt getrackt damit sinnlos.
Developer reply ·
We schätzen Ihr Feedback. Wie ich in meiner vorherigen E-Mail erwähnt habe, haben wir Ihnen eine Teilrückerstattung ausgestellt und warten darauf, dass Shopify dies von ihrer Seite abschließt. Leider haben wir keinen Einfluss darauf, wann Shopify Ihre Rückerstattung ausstellt, aber Sie können sie kontaktieren, um ein Update anzufordern. Was die Nachverfolgung von Sitzungen betrifft, haben Sie absolut recht. Wir verfolgen alle Ihre Besucher, anstatt nur einen kleinen Prozentsatz zu erfassen. Dieser Ansatz sorgt dafür, dass Sie einen vollständigen Überblick darüber erhalten, wie die Menschen wirklich mit Ihrer Website interagieren, den Sie dann nutzen können, um Ihre nächsten Website-Updates voranzutreiben. Wenn Sie einen plötzlichen Anstieg oder saisonalen Anstieg des Website-Verkehrs erlebt haben, kann es so aussehen, als würden die Sitzungen Ihres Plans auf einmal erfasst werden. Wenn Sie an einer Datenstichprobe interessiert sind, die einen kleineren Prozentsatz Ihres Verkehrs erfasst, bieten wir dies mit unseren höherwertigen Plänen an, und ich würde mich freuen, dies weiter mit Ihnen zu besprechen. Bitte antworten Sie auf meine letzte E-Mail, um dieses Gespräch fortzusetzen. Ich freue mich darauf, bald von Ihnen zu hören. Mit besten Grüßen – Bradley von Lucky Orange
Too expensive
Developer reply ·
Thank you for leaving us your feedback. We appreciate the budget constraints that can come with running a small business, which is why we offer a free plan to get valuable insights at no cost, which is the plan you are currently using. This is in addition to a plan specifically tailored for Shopify users who are just starting out with their online store and looking to grow their traffic and customer base. I would be happy to walk you through the 20+ tools included in your plan and work with you to find a plan that meets your budget and traffic requirements. Please respond to my last email to connect. I’ll be watching our inbox for your email, and I look forward to hearing from you soon. Best regards, Kelsey from Lucky Orange
It didnt work for our Impact theme, the hole recording is gliched so we sadly could not use the replays feature. The support said, its currently a bug but it will not be fixed right now. There was no more effort to try and fix my issue. I asked for a refund since the app is not wokring like intended, that was over a month ago, i was charged with 40€ even after chainging the plan to free. I even have the promis for the refund written, on email, but sadly that has not happened jet. Dissapointed to say the least
Developer reply ·
We appreciate your feedback. The custom Shopify theme you’re using handles image carousels in a way that prevents Lucky Orange from capturing visitor data. Additionally, your refund has been issued, and we appreciate your patience. As I mentioned in my email, we had to wait for Shopify to charge you before we could issue the refund. That’s why you saw the charge on your account, which we then immediately refunded once it came through. If you have any other questions, don’t hesitate to reach out. I look forward to hearing from you soon. Best regards - Emilia from Lucky Orange
Downloaded this app and this SLOWED DOWN our entire store. Making matter worse, we already paid the premium version for 1 year, and they are not replying about a refund. This app took thousands of dollars from us! We will be contacting shopify for further escalation if we dont hear back from the app developer.
Developer reply ·
We appreciate your feedback. Our team has been actively working with you to address your concerns. We look forward to continuing the conversation with you to allow our developers to research your experience and make sure we get a resolution for you here soon. Lucky Orange is designed to have minimal impact on your site speed. Our tracking code loads asynchronously, meaning it doesn't load on your site until the essential elements have fully loaded and are fully functional. In comparison with other conversion rate optimization tools, Lucky Orange continues to receive the highest marks in Yottaa's annual report, indicating that our software has little to no performance impact on website speed. I'd be more than happy to discuss this further with you when we connect. In the meantime, here’s the link to the report if you are interested in reading it: https://www.yottaa.com/thank-you-for-downloading-the-annual-ecommerce-technology-buyers-guide/. Best Regards - Kelsey from Lucky Orange
This app was removed from my site because the second I installed it I got inundated with sales emails, despite not giving permission for this. I have unsubscribed from their emails multiple times, reported junk, and uninstalled the app, yet somehow they STILL keep swamping me with sales emails and daily reports about my website they shouldn't have access to. It might be a good app, but if this is how they treat personal data under GDPR I can't in good faith use it or recommend the app to others. To respond to the feedback: - The emails on both lists (the welcome emails and the one I unsubscribed from) continue to send emails. They land despite Lucky Orange being a blocked sender. - The daily snapshots of 0 traffic and 0 data sends automatically despite the app being uninstalled and the API integration being cancelled from my end. - The API integration was removed due to GDPR issues. - Since installing Lucky Orange, I have also been inundated with spam emails from multiple other sources, which started on the day I installed Lucky Orange.
Developer reply ·
Lucky Orange is committed to upholding the highest standards of GDPR compliance. We do not now nor have ever sold our user information to a third party. Additionally, we give you multiple ways to opt out of the emails if you no longer wish to receive them. We confirmed all emails are turned off for you moving forward and would be more than happy to address any other questions you have by scheduling some time with you to connect. Either reply to my last email or use this link to find the best time in your schedule to connect: https://calendly.com/luckybradley/15min. I look forward to assisting you soon. Best Regards - Bradley from Lucky Orange
was good initially. now it really costly. and now my app wont even work. it says its blocked. i cant contact support and have no idea why. i tried uninstalling it but now i cant re-install it. the app offers good data and traffic insight but they are limiting what you can see based on your subscription and now free is only for 7 days im likley leaving this app. but i wanted to check my recent weekly stats I do use another app thats just as insightful and free
Developer reply ·
Thanks for reaching out. Regarding your blocking comments, Lucky Orange can occasionally be blocked by certain browser extensions, such as ad blockers. I would be more than happy to walk you through the solutions for the most common reasons why Lucky Orange may be blocked and assist you in re-installing the app. If needed, I can bring a developer along for further assistance. Please reply to my last email to get the conversation started. Additionally, I want to address confusion around our free trial and free plan. Lucky Orange does indeed provide a free trial for new users to check out our features. Our free trial is limited to 7 days at which point you can move to a plan, including our free plan. This free plan lets you get valuable visitor behavior insights at no cost and comes with different session limits that resets every month. I would be more than happy to talk to you about our plans and find a plan that meets your needs. Again, reply to my last email, and I’ll be happy to connect. I look forward to hearing from you soon. Best Regards - Kelsey from Lucky Orange
Heatmap doesnt work with products that have variants. Disappointing.
Developer reply ·
Thank you for your feedback. It sounds like you’re wanting to use heatmaps to evaluate variants of an active A/B test. If so, you can open a heatmap for one variant in a traditional browser and another heatmap for the additional variant in an incognito browser. This approach allows you to access heatmap data for all variants, even while the test is running. Additionally, we offer an integration with Optimizely that makes it easy to view heatmaps and access other visitor behavior data for all variants during testing. We would be more than happy to walk you through this process and address any other questions you may have. Simply reply to my last email, and we’ll get the conversation started. I look forward to hearing from you soon! Best Regards - Kelsey from Lucky Orange
Doesen't even let you register after installation, just giving error "can not use this email".. waste of time and energy!!
Developer reply ·
Over the weekend our system encountered an error that prevented merchants from creating a Lucky Orange account. The issue was resolved quickly, and you should have received an email from our team with instructions to complete the account creation process. We apologize for any inconvenience this may have caused. We take pride in our stellar 4.7-star rating from 1,000+ reviewers, and errors like we encountered this weekend are rare. I would be more than happy to assist you in setting up your account. Please reply to my last email to set up a time to connect. I look forward to hearing from you soon. Best Regards - Bradley from Lucky Orange
Terrible customer service. Downgraded to the free version months ago and was still getting charged for it. The app clearly says I have no plan active and am on the free plan, yet I still got charged $9 a month for it. After multiple attempts to get in contact with customer support, I was told I wouldn't be able to receive a refund and that the only way to stop getting charged is to uninstall it (even though I have the free plan active).
Developer reply ·
We recognize where your confusion may have come from and are actively working with you to resolve your concerns. Until your message just a few days ago, we don’t have a record of any communication from you since June 2023. We see that you haven’t confirmed a plan change yet to downgrade your account to a free account, but we can help you with that. Please respond to our latest email so we can assist you with downgrading your account and issuing your refund. I look forward to hearing from you soon. Best regards - Kelsey from Lucky Orange
I installed the demo version and it consistently told me I was in Atlanta GA when I am in FL (not on vpn and even tried from my TMO hotspot, still shows Atlanta). There are several bugs they need to fix!
Developer reply ·
We appreciate your feedback. Lucky Orange uses a GeoIP database to determine the location of people who come to your website, including yourself. Your location can be skewed by a variety of factors, such as using a hotspot. T-Mobile typically routes internet traffic through their network to a centralized location. As a result, your location may appear different in Lucky Orange than it really is. There are other factors that may contribute as well, and our engineers would like to learn more about the discrepancies you experienced to find a resolution. Please reply to my last email at your earliest convenience to initiate the investigation. I look forward to hearing from you soon. Best Regards - Bradley from Lucky Orange
Update to response: The recordings are NOT traffic bots. I don’t run traffic ads. Only conversion ads with low traffic, high intent. I get maybe 15 visitors a day from these ads ( which are accurately reflected within heatmap apps and my ads account) . These bots are crawlers. That means if you have any products listed on Google or in Facebook or IG shop both platforms will run crawlers to your site. These crawlers run anytime you list a new product, change your price or run a sale. So if you're having a sale they will run bots to every single product page that is a part of that sale durning the length of that sale and a couple days after to reflect the new retail, non sale pricing. So if you have 2,000 products that are a part of that sale you will get 2,000 crawlers a day during that sale and a couple days after. If you list 20 new products in a day you will have 20 crawlers that day....ect. These crawlers do this to transfer and update information in real time. So no, Lucky Orange is not recording bot traffic for you to know. They are recording crawlers ( which every single site NEEDS to have if using either platform to list products on them). Not all bots are bad. Some are NEEDED. They just shouldn’t be recorded and add to your traffic count because they are not real shoppers so have no purpose to be on the dashboard because heatmaps and recordings are for you to better understand your shoppers, not crawlers. So IF you don't run sales or list lots of new items, IF you don't list products on Google, Facebook or Instagram shop and IF you don't run ads then Lucky Orange is for you. Otherwise expect to pay for thousands and thousands of crawler traffic, not real clients) . Original review: Allow bots to recorded in an effort to up your replays to up the price for your shop. I used this app for months and months because I loved their layout. Unfortunately they allow bot views to be tracked to up the cost for your store. This means if you use Google to list products or run any Facebook ads anytime either crawls your site it is listed as a recording. It's impossible to block IP's from either of these as each view is a different IP for each bot visit. This last month I had over 3,000 recordings from bots from Facebook and Google alone. It drove up my recordings sessions AND made it impossible to sort through real client replays. I reached out for support previously and they said they can not exclude bots from the recordings as it was not something that was possible to do..... Shopify itself excludes bot visitors from your daily visitor count as well as I have come to find out all other replay apps do as well. Even apps that show you recently viewed products have triggers in place to remove data from bots. So in essence, that response from them was not correct. If every app can, they can too. I reached out again about this and crickets so I finally uninstalled the app. It's clear they don't want to remove bot views in order to get more money from their clients. I would of had this app for the life of my business if they would have put features in place ( like literally all other apps are able to do ) to prevent the tracking of bots. They care more about the money than their clients and that is not how a business should be run. Caring about your customers experience yields more sales long term than quick cash grabs. I would stick to literally any other replay app instead of them, especially if your store is linked in anyway to Google or Facebook ( which I would imagine most are). Not only are they going to get as much money out of you as possible, they are going to do it by running up numbers that are not actual client recordings AND it makes it impossible to sort through bot recordings to get actual insights from real customers. Imagine going through 700 recordings and only 100 of them are real people.....
Developer reply ·
Thank you for your feedback regarding the bots that Lucky Orange tracks and displays within your account. Many of our users want to track bot sessions as a way to detect attacks on their site and ad fraud to prevent paying for clicks on ads by bots. There are ways you can filter recordings in Lucky Orange to exclude sessions that have behaviors common with bots. Our support team would be happy to walk you through how to do that. Simply reply to my last email to get started. Regarding our delayed response time, we had limited support over the holidays, which was when your most recent response was sent over. Our team responded as soon as we were back in the office. We apologize if this gave the impression that we were ignoring you in any way. I look forward to hearing from you soon. Best Regards - Kelsey from Lucky Orange
They used to be extremely valuable, but have lost it as they increase prices without adding any extra value nor fixing the core service issues. Recordings are still cut off about 5/10 times. 7/10 times it doesn't record the interactions. It does not align with the unique visit stats of other applications (like Google), but they claim theirs is the exact number. Price increases should bring in value to your supporting customers. I will have to move on. Thankfully, competitors are more affordable and have more features. Too much competition to be this unreliable and expensive.
Developer reply ·
Thank you for sharing your feedback with us. We truly value your continued business over the years and are committed to resolving any issues you've encountered. Our team has been proactively reaching out to address your concerns and discuss the issues you've encountered. Please feel free to respond to my latest email to schedule a brief discussion on Google Meet. It’s likely the issues you’re seeing are due to visitors leaving your store within a few seconds, which would generate a no data recording. It is normal to see discrepancies between analytics tools regarding the number of visitors tracked because of tracker blockers visitors may have in place or differences in when and how various analytics platforms trigger their tracking code. We’d also be happy to walk you through some of the new features we’ve added to Lucky Orange prior to raising prices including email reports, multiple question surveys, optimizable segments and new integrations. I look forward to hearing from you soon. Best regards - Bradley from Lucky Orange
The app is good, but the support is bad, i am having wrong data going to different stores, i have been sending emails to the support team but there is no proper response. their live chat support also doesn't work 99.99% of time they are offline.
Developer reply ·
Hi there - Thanks for reaching out. I’m glad our support team was able to talk with you to get your issue resolved. Our time zone differences are likely why you couldn’t catch us on live chat since our standard support hours are 9 a.m. to 5 p.m. CDT, Monday through Friday. Best Regards - Bradley from Lucky Orange
l'application fonctionnait jusqu'au jour j'ai payer un abonnement, du jour ou lendemain l'application ne fonctionne plus et je n'ai pas réussi à contacter le service client !
Developer reply ·
We appreciate your feedback and apologize for your experience. Did you contact support@luckyorange.com? We haven’t been able to find any emails to our support desk from your email address. To get the ball rolling on resolving this issue, please respond to the email I sent to you shortly after you left this review. I look forward to hearing from you soon. Best Regards - Bradley from Lucky Orange
The app is an absolute rip-off, it doesn't let you see your past visitors when you run out of viewer credit and forces you to upgrade to even see your old data... very disappointing
Developer reply ·
You should still see data for visitors you’ve already tracked without having to upgrade as long as it is within your plan’s data retention window, which is 30 days for the plan you’ve selected. If you’re not seeing that data, please check to make sure you haven’t uninstalled our app (which makes it unable for you to access your data) and that you’re not searching for data that is beyond your 30-day retention window. We’ve reached out to you to help you with this issue. If you’re still having issues accessing your data after checking the above steps, just respond back to one of our messages and we’d be happy to help you out. Bradley from Lucky Orange
Hi, Faced problems installing it. When installed this does not work well. Heatmap does not show up. Waiting now for 10 days after my third ticket asking for support. Their answer is as follow: Ceri replied Jan 18, 2:31pm Hi there, This is C***, developer at Lucky Orange. I apologize you are running into issues with our software. I am reaching out to let you know we have been brought up to speed on this ticket and will be in touch as soon as possible with more information. We appreciate your patience and have a great day! Thanks, C*** Very poor support, waist of time and money.
Developer reply ·
Thank you for your feedback. We apologize for the time it’s taking to resolve this issue. I’m glad you and I were able to connect and I’ll continue to provide you with updates as we work toward a resolution. Regards - Bradley, Director of Client Services, Lucky Orange
I have tried this app twice - and the heatmap doesn't work. It fails every time it attempts to load. Not worth the money. The Vitals app has replays that actually work.
Developer reply ·
Thank you for your feedback. We have tried to get in contact with you to get to the bottom of this issue. At your earliest convenience, please send an email to bradley@luckyorange.com. I look forward to hearing from you soon. Regards - Bradley, Director of Client Services, Lucky Orange
Had the app before we used Shopify and it was great. But on Shopify the app does not install correctly. Support is very slow and not really helpful. They advised to just login outside Shopify but the app didn't even install the tracking code. I could say all the great features of lucky orange, but if you're looking for a Shopify app that just works or has great support when it doesn't, keep looking. Really wanted this to work since we've used lucky orange for so long but going to see what's better suited for Shopify and maybe more focused on just tracking rather than all the extra nonsense they are spreading themselves thin with.
Developer reply ·
We appreciate your feedback and apologize for your experience. Looking in our help ticketing system, I can see that our team was able to respond to your help tickets within several hours, though time zone differences as well as limited weekend hours prevented this turnaround time on one occasion. Please accept our apologies if it came across that we weren’t responding quickly. We strive to provide superior customer service to all of our customers, and you are no exception. As we mentioned in our email outreach, we need some additional information to resolve the issue you’re experiencing. If you could reply to our latest email, we can have our development team investigate further and take us one step closer to resolving your issue. I’d also be happy to talk with you directly to help resolve this issue. You can respond to my last email to schedule a time to hop on a quick screenshare or you can call +1-913-291-2375, or we can meet via WhatsApp, Microsoft Teams or Google Meet if that’s more convenient. I look forward to connecting with you soon. Regards - Bradley, Director of Client Services, Lucky Orange
I installed it because I wanted to see the heat map. After the trial period passed, I was forced to choose a plan, and I chose the paid plan, but it gave me an error and was not accepted. No other functions are available until you finish selecting a plan. I could not even inquire from the app. I searched the web page and finally contacted them, only to receive a reply saying, "Please let me know your email address so I can check," and no more reply. It's a shame.
Developer reply ·
Please accept our apologies for your experience. As I mentioned in my email, recent updates to the app may have caused your issue. To clarify, we initially asked for your email address so we could confirm we were troubleshooting the correct account you used to access Lucky Orange. Sometimes our customers have more than one email address tied to different accounts. Based on your feedback, our team is working hard on identifying what went wrong so that we can resolve this issue for you and others moving forward. We hope for the opportunity to get you set up and using Lucky Orange as expected soon. Best regards - Bradley from Lucky Orange
This app used to be awesome, but now it doesn't work at all. No stats--no videos, NADA. I have submitted a request to inquire why it's not working AT ALL and two weeks later no response-but yet I'm being charged. I'm canceling today and don't plan to re-subscribe again.
Developer reply ·
We apologize for the trouble you seem to be having, that is not the experience we want for any of our customers . Our team would love to look into this issue for you to get it resolved. We’ve attempted several times to contact you to get the via phone and email but haven’t been able to get ahold of you yet. Please reach out to us by phone (text or call) at +1-913-200-3927 or by emailing support@luckyorange.com. Again, we are sorry for any inconvenience this has caused you. We want to continue to earn your business and we hope to hear from you soon. Cheers - Bradley from Lucky Orange
the heat maps never work. Seems to be a waste of money with no real insights and it seems to slow the site down.
Developer reply ·
We’re so sorry for your experience; it’s certainly not one we want any of our customers to have. We contacted you several times to resolve your concerns but haven’t heard back from you. Lucky Orange is fully committed to transparency into how our technology operates and affects your website. Our code is loaded asynchronously, meaning it does not load on your site until the essential elements like your product pictures, navigation, CTAs and more have loaded and are fully functional. As a result, Lucky Orange shouldn’t slow down your site. Here’s a link to a document that provides more detail: https://help.luckyorange.com/article/137-will-lucky-orange-slow-down-my-website. We’d like to look into your specific concern further, so please reach out to us by phone (text or call) at +1-913-200-3927 or by emailing support@luckyorange.com. Again, we apologize for this experience and hope to hear from you soon. Once these issues are resolved, we would be more than happy to reset your free trial. Cheers - Bradley from Lucky Orange
Ever since I downloaded and then uninstalled this app. Google Ads thinks it added malware to my site
Developer reply ·
We are very sorry for this experience - it is certainly not the experience we want you to have! This is the first time we’ve heard of Lucky Orange being considered malware, and we want to better understand what could be causing Google Ads’ message. Our team has reached out to you multiple times to assist you and better understand what happened, but we haven’t been able to connect. Please reach out to us by phone +1-913-735-9032 or email support@luckyorange.com so that we can investigate your issues further. Cheers - Bradley from Lucky Orange
This app does not work. The support is non existent, has been around 72 hours since I had dropped a query regd the app not showing any data/ not opening up still there is no reply. Please be careful before subscribing to their prepaid plans.
Developer reply ·
I’m so sorry for your experience. I’ve tried to reach out several times to connect with you, but I haven’t been able to get in touch. On the surface, it sounds like this should be an easy fix, and I would still love to walk you through it. Please send me an email back directly. You can also reach out to our main support team at support@luckyorange.com or +1-913-735-9032. Let’s get this issue resolved! Cheers - Bradley from Lucky Orange
after sale service is very bad no reply for 5 days . this app is not work in bing ads...I saw one free app with same functions in shopify store
Developer reply ·
We would love to get your questions answered quickly but our attempts to contact you directly seem to be falling short. Please reach out to us at support@luckyorange.com so we can resolve any outstanding items. Cheers- Bradley from Lucky Orange
An Awful App. Got charged to upgrade the plan just for staying at the same! support unreachable, weird charges! show everything that wrongs with app's these days! STAY AWAY.
Developer reply ·
Hey Wear Saga Team. Thanks for taking the time to leave this feedback. We understand any confusion on what is being billed can be frustrating and would love to get this figured out right away. We have not had any success in reaching out to you through email so perhaps our responses were blocked or flagged by your email system, and therefore are not making it through to you. Is there a good phone number we can reach you at to help resolve this right away? You can email it to us directly at: support@luckyorange.com if you do not wish to share it here. Looking forward to connecting!
Doesn't function and emailing support gets no answer.
Very pretty app. Doesn't work, but it looks great. I used LO for 3 weeks, during which time it never reported reliable data. For example, LO consistently reported that I had a conversion rate of at least 150%. In other words, for every 2 people who put an item in their cart, 3 people checked out! Awesome! Other data was also consistently off and never matched Shopify's or Google Analytics' I worked with LO and Shopify tech support on these issues. Shopify said the problem was definitely on LO's side, and LO eventually just gave up without even a "sorry, we couldn't fix it" email from them. Beautiful app with meaningless data and ineffective support. Not impressed.
