Lucky Orange Heatmaps & Replay

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.

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.

Very inaccurate and unreliable

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.

Says free 100 sessions per month, then asks to subscribe to $49 after the trial. Misleading

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.

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

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.....

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.

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