Lucky Orange Heatmaps & Replay

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

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

Thank you for your feedback, and we’re sorry for the delay in our response. Your inquiry came in over the weekend outside of our available support hours. Our support hours are 9 a.m. to 5 p.m. (CDT) Monday through Friday. Our team answered your email as quickly as possible, and we would still like to connect to better understand the errors you’ve experienced as well as get to the bottom of the issue. At your earliest convenience, please respond to my last email to schedule a time to hop on a quick screen share. We can also connect via WhatsApp, Microsoft Teams or Google Meets if that’s more convenient.

I look forward to hearing from you soon - Bradley from Lucky Orange

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

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

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

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

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