Lucky Orange Heatmaps & Replay

Due to a glitch our data wasn't recorded and lost and half of the sessions we had in the plan and we lost due to the glitch we're not recoverable. We didn't get offered any compensation or solution for the lost data, just a notice that it was our problem we couldn't get the data back. We decided to cancel because of sub par customer service and ask for a refund. Refund was decided to be 25% of the plan while 50% of the data was not able to be recovered due to the glitch. We also never used any heatmap or replay features during that time so we did not consume the plan. We were looking for a long term business relationship as our companies - 15 other businesses with plans all the 'Grow' plan for $79 a month - are long term customers, and we were planning on recommending them to our network 32,000 webshop owners, but we are switching our businesses and recommendations over to Hotjar now.

Ik kan mijn website tracking niet meer terug vinden waardoor ik nu betaal en geen resultaten krijg

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.

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.

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.

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.

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

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

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).