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After installation, the app doesn't let you create an account, keep showing errors.
Thank you for bringing this issue to our attention. This appears to be an isolated issue, and our team is here to help. Please respond to my email at your earliest convenience so we can identify and address the errors you are experiencing. I look forward to connecting with you and will monitor our inbox for your reply.
Best Regards - Kelsey from Lucky Orange
I can't see the web page in the background of my account, when I click "Analytics" the code is displayed. Until now you have not replied to me and told me the solution.
We appreciate your feedback and apologize for your experience. As I mentioned in our email exchange, our development team is working on a fix for your issue. They’re actively investigating it and will be in touch with updates.
Thank you for your patience as our team works to fix your issue. In the meantime, if you need anything else, don’t hesitate to respond to the last email with any other questions or concerns you may have.
Best Regards - Bradley from Lucky Orange
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.
We apologize for the trouble you seem to be having, that is not the experience we want for any of our customers . Our team would love to look into this issue for you to get it resolved.
We’ve attempted several times to contact you to get the via phone and email but haven’t been able to get ahold of you yet. Please reach out to us by phone (text or call) at +1-913-200-3927 or by emailing support@luckyorange.com.
Again, we are sorry for any inconvenience this has caused you. We want to continue to earn your business and we hope to hear from you soon.
Cheers - Bradley from Lucky Orange
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.....
Thank you for your feedback regarding the bots that Lucky Orange tracks and displays within your account. Many of our users want to track bot sessions as a way to detect attacks on their site and ad fraud to prevent paying for clicks on ads by bots. There are ways you can filter recordings in Lucky Orange to exclude sessions that have behaviors common with bots. Our support team would be happy to walk you through how to do that. Simply reply to my last email to get started.
Regarding our delayed response time, we had limited support over the holidays, which was when your most recent response was sent over. Our team responded as soon as we were back in the office. We apologize if this gave the impression that we were ignoring you in any way.
I look forward to hearing from you soon.
Best Regards - Kelsey from Lucky Orange
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.
Thank you for sharing your feedback with us. We truly value your continued business over the years and are committed to resolving any issues you've encountered. Our team has been proactively reaching out to address your concerns and discuss the issues you've encountered. Please feel free to respond to my latest email to schedule a brief discussion on Google Meet. It’s likely the issues you’re seeing are due to visitors leaving your store within a few seconds, which would generate a no data recording.
It is normal to see discrepancies between analytics tools regarding the number of visitors tracked because of tracker blockers visitors may have in place or differences in when and how various analytics platforms trigger their tracking code. We’d also be happy to walk you through some of the new features we’ve added to Lucky Orange prior to raising prices including email reports, multiple question surveys, optimizable segments and new integrations.
I look forward to hearing from you soon.
Best regards - Bradley from Lucky Orange
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
We would love to get your questions answered quickly but our attempts to contact you directly seem to be falling short. Please reach out to us at support@luckyorange.com so we can resolve any outstanding items.
Cheers- Bradley from Lucky Orange
This app used to be good. Lately the app developer FORCES you to go to there website to register and takes your credit card, then the app does not work. You send support request and you have to do many steps to fix it. Greedy app as they try to get money from you NOT ON SHOPIFY.
We apologize for your experience. We see that you’ve used Lucky Orange on other sites and used our Shopify plugin (available above) for a one-step installation but (likely by accident) didn’t sign up for this Lucky Orange account through Shopify. We recommend Shopify customers install Lucky Orange through our one-click Shopify install instead of signing up through our website since you will have to manually place the code in your website header.
You can check out this help document that outlines the manual installation process to add your Lucky Orange tracking code to TopNLShop: https://help.luckyorange.com/article/102-how-to-install-in-shopify.
Our team would also be happy to take you through the setup process to help get you back on track with Lucky Orange. We don’t want you to miss out on any visitor behavior or communicating with customers! We have sent you an email to get the conversation started, so all you need to do is reply to that email. Also, seeing that you are headquartered in the Netherlands, we can connect through WhatsApp, Google Meets or Microsoft Teams if that’s more convenient.
We look forward to connecting soon.
Cheers - Bradley from Lucky Orange
the heat maps never work. Seems to be a waste of money with no real insights and it seems to slow the site down.
We’re so sorry for your experience; it’s certainly not one we want any of our customers to have. We contacted you several times to resolve your concerns but haven’t heard back from you.
Lucky Orange is fully committed to transparency into how our technology operates and affects your website. Our code is loaded asynchronously, meaning it does not load on your site until the essential elements like your product pictures, navigation, CTAs and more have loaded and are fully functional. As a result, Lucky Orange shouldn’t slow down your site. Here’s a link to a document that provides more detail: https://help.luckyorange.com/article/137-will-lucky-orange-slow-down-my-website.
We’d like to look into your specific concern further, so please reach out to us by phone (text or call) at +1-913-200-3927 or by emailing support@luckyorange.com. Again, we apologize for this experience and hope to hear from you soon. Once these issues are resolved, we would be more than happy to reset your free trial.
Cheers - Bradley from Lucky Orange
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).
We recognize where your confusion may have come from and are actively working with you to resolve your concerns. Until your message just a few days ago, we don’t have a record of any communication from you since June 2023.
We see that you haven’t confirmed a plan change yet to downgrade your account to a free account, but we can help you with that. Please respond to our latest email so we can assist you with downgrading your account and issuing your refund.
I look forward to hearing from you soon.
Best regards - Kelsey from Lucky Orange
It's not live and very inaccurate.