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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 support@luckyorange.com.
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
DO NOT INSTALL THIS APP - Shocking technical support!!!! They'll Leave you hanging for few days whilst continuing the billing cycle. App is decent but many times it doesn't capture the session and fails to record key moments. They'll just send an email saying "please uninstall then install again"
Theyll reply in 24 hours then hope it gets delayed! No immediate support and attention to detail when speaking to their department!
A reminder that there are apps with support responses in a few hours!!
We appreciate your feedback and sincerely understand your frustration. We always work to provide the best experience for our customers and never want you to feel delayed or ignored.
Our team quickly responded to your initial request. After our initial troubleshooting, we realized that the specific issue required a deeper review from our specialized technical/developer team. While it was not our intention to cause frustration, I understand that the lack of proactive updates during the couple hours it took for our developers to resolve the matter caused a significant inconvenience.
We have attempted to contact you via email to discuss your experience as the resolution to this issue is now in place. We would genuinely like the opportunity to earn back your trust. To pick back up our conversation, respond to our most recent email or reach out to us directly at support@luckyorange.com.
Regards - Will from 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
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
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
After using this App since 2017 I must say the the new dashboard needs to be re-designed. You have lost function for form. We the retailer are facing the customer and this new dashboard does not do half of what the old version did. Quite disappointed. It is running like a beta version.
David Foster
The Abbey Collection
We appreciate your feedback and your business over the last 7 years, David. We value your feedback and would like to connect with you to understand your perspective on how we could improve our dashboard feature. Please reply to the last email from our team to get the conversation started and schedule your call. We look forward to hearing from you soon.
Best Regards - Kelsey 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
Downloaded this app and this SLOWED DOWN our entire store. Making matter worse, we already paid the premium version for 1 year, and they are not replying about a refund. This app took thousands of dollars from us! We will be contacting shopify for further escalation if we dont hear back from the app developer.
We appreciate your feedback. Our team has been actively working with you to address your concerns. We look forward to continuing the conversation with you to allow our developers to research your experience and make sure we get a resolution for you here soon.
Lucky Orange is designed to have minimal impact on your site speed. Our tracking code loads asynchronously, meaning it doesn't load on your site until the essential elements have fully loaded and are fully functional. In comparison with other conversion rate optimization tools, Lucky Orange continues to receive the highest marks in Yottaa's annual report, indicating that our software has little to no performance impact on website speed. I'd be more than happy to discuss this further with you when we connect. In the meantime, here’s the link to the report if you are interested in reading it: https://www.yottaa.com/thank-you-for-downloading-the-annual-ecommerce-technology-buyers-guide/.
Best Regards - Kelsey from Lucky Orange
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.
We understand your frustration regarding the lost data caused by our technical issue. Our technical team responded swiftly to implement a resolution, but unfortunately, we were unable to recover all data. Issues like this are rare, and we regret the inconvenience it caused.
Regarding the refund process, our policy accommodates adjustments based on usage and the specific circumstances of each case. Please see my most recent email for more information about our refund offer. While we respect your decision to explore alternatives, we hope to keep the lines of communication open. I would be more than happy to connect to further discuss your concerns. Please reply to my last email to continue our conversation. I look forward to hearing from you soon.
Best regards - Kelsey from Lucky Orange