IMBŌDHI review for Lucky Orange Heatmaps & Replay
July 31, 2025
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.
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
