Lucky Orange Heatmaps & Replay
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Thank you for your feedback! We'd love to learn more about your experience and how we can make it even better. As soon as we saw your feedback, our team reached out directly so we could troubleshoot. We’re happy to jump on a one-on-one walkthrough with a support specialist to help you find maximum value in the platform or troubleshoot any hurdles you might be facing. While we haven't heard back yet, we would still love the chance to turn your experience around. Please reply to our email or reach out to us at [email protected] so we can get to work resolving this immediately. Regards - Will from Lucky Orange
Absoluter Betrug. Hatte einen kleinen Plan abonniert und anscheinend hat man mir monatelang aufgestuft. Absolut unnötige App da es kostengünstigere Apps gibt. Nie wieder!!!!!!
Wir verstehen, wie ärgerlich unerwartete Gebühren sind, und bedauern die entstandenen Unannehmlichkeiten. Unsere Tarife passen sich automatisch dem Website-Traffic an, sodass das Tracking nicht unterbrochen wird. Sie können jedoch Traffic-/Ausgabenlimits aktivieren, um zusätzliche Kosten zu vermeiden. Um die Angelegenheit fair zu regeln, hat sich unser Team am 30. Oktober direkt mit Ihnen in Verbindung gesetzt und Ihnen eine detaillierte Aufstellung per E-Mail zugesandt. Bitte antworten Sie auf diese E-Mail oder kontaktieren Sie uns unter [email protected], damit wir gemeinsam eine Lösung finden können. Mit freundlichen Grüßen – Will von Lucky Orange
Beware of the hidden charges. I signed up for the $19 monthly fee which is what my business can afford, that is all i consented too. However it seems that by default they have turned on the 'Keep me tracking' feature which has automatically upgraded me to a much higher plan, without taking any consent from me and without that being clearly written somewhere. This has meant that my original $19 fee is being charged PLUS i have been charged at least $70 - $120 extra each month, on TOP of the $19 fee that I agreed to pay. I don't even understand how it can be legal to overcharge a customer like this but I am incredibly disappointed. The 'Keep me tracking' feature, which is hidden under the billing section so not even obvious, should be turned off, unless a customer specifically consents to extra fees and charges, which I did not. It's a a good app but it has certainly not been worth it for my business to have this huge, unexpected, unauthorised fees charged to me for something I am only lightly using. Would not recommend it for this reason and will be uninstalling as even after I went in once and turned this off to avoid these charges, it was then turned back on (not by me) so the charges kept coming. I was a long time Lucky Orange customer before it was integrated with Shopify and never had these issues and was happy, but since the integration with Shopify this app is now not worth having with all these hidden unauthorised fees. Be warned!
Thank you for taking the time to share your feedback. We are genuinely sorry for the frustration caused by these unexpected charges. Our "Keep Me Tracking" setting is an optional feature chosen during setup to ensure data collection and tracking is never cut off when traffic spikes past a plan’s monthly limit. The details and toggle for this feature are visible in the billing dashboard. When you first contacted us in September, our team shared instructions on how to disable this Keep Me Tracking setting and shared steps to get you on a plan that better suited your tracking needs. Because it remained active, and we did not hear a response until over a month later, the account continued to track at the higher level. We have since offered to share part of that expense with you and refund a portion of the charge. Feel free to respond to our most recent email we sent you or reach out to [email protected] if you have any further questions. Regards - Will from Lucky Orange
Thank you for your feedback! We'd love to learn more about your experience and how we can make it even better. As soon as we saw your feedback, our team reached out directly so we could troubleshoot. We’re happy to jump on a one-on-one walkthrough with a support specialist to help you find maximum value in the platform or troubleshoot any hurdles you might be facing. 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 [email protected] so we can get to work resolving this immediately. Regards - Will from Lucky Orange
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.
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 [email protected] so we can get to work resolving this immediately. Regards - Will from Lucky Orange
This app doing fradulent advertising....it said 14 days free trial and charged me before and dnt want to refund....absolute scammers....there are multiple free apps such as Microsoft Clarity....Stay Away!!!!
Jordan was great and incredibly helpful! We’ve just started using Lucky Orange, and we’re already learning so much about our customers’ experience and identifying gaps we can improve. Excited to keep exploring the app and putting these insights to work!
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 [email protected] 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.
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
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 [email protected] 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
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.
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 [email protected]. 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.
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.
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 [email protected]. 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.
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.
Ik kan mijn website tracking niet meer terug vinden waardoor ik nu betaal en geen resultaten krijg
Bedankt voor het delen van uw feedback. We begrijpen uw frustratie en bieden onze excuses aan voor de problemen die u heeft ondervonden. Na onderzoek van uw account blijkt dat er een dubbel account is aangemaakt onder een apart e-mailadres, wat de door u beschreven problemen heeft veroorzaakt. Toen u op 31 juli contact met ons opnam, hebben we uw eerste vraag snel beantwoord en hebben we actief met u samengewerkt om het probleem op te lossen en ervoor te zorgen dat alles onder het juiste account wordt ingesteld. Om de installatie volledig te voltooien en te beginnen met bijhouden, kunt u uw abonnement upgraden van een proefabonnement naar een van onze andere abonnementen. Als u nog steeds problemen ondervindt, kunt u rechtstreeks reageren op onze meest recente e-mail via [email protected]. We doen er alles aan om dit naar uw tevredenheid op te lossen. Met vriendelijke groet, Bradley van 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.
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
Keine Empfehlung. Versprochene Ersattung wird nicht ausgezahlt. Sitzungen werden am Stück und nicht verteilt getrackt damit sinnlos.
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
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
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
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