Overall rating
Counts per rating level
  • 85% of ratings are 5 stars
  • 5% of ratings are 4 stars
  • 2% of ratings are 3 stars
  • 2% of ratings are 2 stars
  • 6% of ratings are 1 stars
March 22, 2023

Heatmaps didn't work with country redirects, so not what we needed. I tried to contact support via chat about this, but no luck.

When we canceled we thought we could continue to use recordings, but they terminated the account even though we had 2 weeks left, that we had payed for.

Can't recommend this to anyone, and would recommend Microsoft Clarity that is FREE.

ZEN8 - Swim Trainer
United Kingdom
Time spent using app: 8 months
Lucky Orange LLC replied March 23, 2023

Thank you for your feedback. Based on your help ticket, our team responded less than an hour after it was initially received.

As mentioned in our email exchange, you are using our Classic app which closes the account once the plan is canceled. This information is included in a pop-up that requires you to acknowledge this policy prior to cancellation. Our new app does provide account access for the remainder of the plan following cancellation.

We would be happy to discuss this further. Please respond to our last email to continue our conversation. We would still like to reactivate your account for the remaining days within your plan and get to the bottom of your heatmap issues.

I look forward to connecting soon,
Bradley from Lucky Orange

Edited February 18, 2023

App is buggy, only seems to record a handfull of sessions despite there being atleast 20 in 2 days I only ever saw 8 replays, all of them lasting only a couple seconds one even showed the session time being 1 min 45s but in reality only lasted a few seconds as well.

Time spent using app: 1 day
Lucky Orange LLC replied February 20, 2023

Thank you for your feedback. Our tracking code loads, asynchronously, after the essential elements of your page load, to avoid impacting site speed. However, this means that if a visitor bounces from a page before the tracking code is loaded, there won't be a Session Recording. The recordings for some of your sessions will appear shorter than the Session Duration because recordings only capture the time the visitor was actively engaging with your site. The Session Duration may be longer than the recording because it includes any inactive time the visitor was on your site before they bounced. For example, if a visitor clicks on your page once, and reads it, but doesn't scroll or engage in any other events, the session recording would stop and be shorter than the Session Duration in your Visitors table. If you have any further questions, our support team would be happy to help.

Regards - Bradley, Director of Client Services, Lucky Orange

February 9, 2022

the application works, BUT I can’t renew the subscription due to bugs in their platform, the button for online chat with support does not work, so don’t wait for help online, only by mail.

Instascanner Store
Time spent using app: 5 months
Lucky Orange LLC replied February 16, 2022

Thank you for your review, and we apologize for the inconvenience. As I mentioned in my responses to your help ticket, it appears that your store was disconnected from our app which resulted in the difficulty upgrading. I included what should hopefully be an easy solution in my last email that can be done within a few minutes.

Per your concern about online chat, our Shopify-based contact is an away form. While we have live chat available on our website, our support defaults to email if all chat operators are currently helping other customers. We reply to emails as quickly as possible to make sure we can get a quick resolution to our customers. You are no exception - based on when we received your initial email, our team responded within the same day.

I’d also be happy to talk with you directly to help resolve this issue. You can respond to my last email to schedule a time to hop on a quick screenshare, or we can meet via WhatsApp, Zoom or Google Meet if that’s more convenient.

I look forward to connecting with you soon.

Best Rewards - Bradley, Senior Director of Client Services, Lucky Orange

September 13, 2021

I have a problem accessing the app from a week! I reached out to the support and they answers are taking at least a day for email back.

United States
Time spent using app: Over 1 year
Lucky Orange LLC replied September 14, 2021

We understand your frustration and apologize for the inconvenience. We offer limited support over the weekend, which is when your support ticket initially came through. Live support is available from 9 a.m. to 5 p.m. (CDT) Monday through Friday. Our team worked hard to answer your email as quickly as possible, and I believe our different time zones may have given the illusion that we weren’t acting quickly.

As I mentioned in my email, we’ve identified the source of your issue and are currently working on a fix. We’ll provide you with an update as soon as one is available. In the meantime, if there’s anything else I can do for you, please don’t hesitate to let me know directly by responding to my last email.

Cheers - Bradley from Lucky Orange

October 23, 2020

The app used to work well some time ago but now it does not work in any way. Not one single recording. No answer so far from the support. We will now use another app. What a shame!

Time spent using app: 5 months
Lucky Orange LLC replied October 30, 2020

Yikes - that’s not the experience we want you or any of our users to have. We apologize for the inconvenience. Our team would love to look into this issue for you to get it resolved.

Over the last week or so, we’ve attempted several times to contact you to get the ball rolling on resolving your issues but haven’t yet been able to connect. 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. Once these issues are resolved, we hope you’ll give Lucky Orange another try. We would be happy to reset your free trial for you at any point. We hope to hear from you soon.

Cheers - Bradley from Lucky Orange

Edited July 9, 2020

The heatmaps take for ever to download the data. And 90% of the time the page crash before the end of the download. I tried to decrease the amount of data by creating a sub segment and request data for only 1 day . But the same thing happened. I contacted the support team 1 week ago, but did not receive any answer.
Slidebooks Consulting (www.slidebooks.com)

Slidebooks Consulting
Time spent using app: 10 months
Lucky Orange LLC replied July 14, 2020

This is definitely not the experience we want you to have! Please accept my apologies for the inconvenience and frustrations. After connecting with you, I hope you will give us a second chance and that we can earn a more glowing review in the future. As always, I’m here if you have any questions or would like to talk further.

Cheers - Bradley from Lucky Orange

Edited April 17, 2020

I installed the app but when I click to see the live view, it's not working 8/10 times, only when I click next to it on the play button, but when I go in the list with recordings and press play nothing shows, only a text that says what the costumer was doing but you can't see anything recorded? Does nothing as promised. Or is this like some other apps that make you pay first to see how it works? dissapointed

fast response for help, now let's see if something will be fixed, even the ones that stayed several minutes are not playing on desktop, only on Phone it works good;

Time spent using app: 7 days
Lucky Orange LLC replied April 17, 2020

We are sorry to hear your first experience was not as planned. This is certainly not the experience we want you to have! Our team has reached out to assist and hoping to hear back from you soon. It looks like you may have received a lot of traffic that bounced very quickly and therefore the recordings do not have anything to play back. We would love to look at this further with you so please reach out to us by phone at +1-913-200-3927 or by email at support@luckyorange.com. Thanks again for giving Lucky Orange a chance and look forward to connecting soon.

Cheers - Bradley from Lucky Orange

July 22, 2019

This app doesnt seem to be to accurate with the recordings. Some that play dont seem to be doing whats appeared above

Premium Trendz
Time spent using app: About 1 month
Lucky Orange LLC replied July 31, 2019

Hey Premium Trendz. Thank you for the feedback. We are sorry to hear you are having some trouble with your Lucky Orange recordings. We have tried to reach out to you directly but have not had the chance to connect yet. While waiting to connect, we did go ahead and review a few recordings in your account and were not able to replicate the issues you have outlined. We look forward to the opportunity to connect soon so we can try and track down what issues you may be having and get them resolved for you right away. Please email us directly at support@luckyorange.com or give us a call at +1-913-735-9032 Monday through Friday between 9 am and 5 pm CST so we can assist right away.

December 27, 2017

Good idea! but the support customer is very slow. They said free 7 days but when I paid, they didn't plus 7 free days??? when I deleced app, I have to pay for it. Install again, pay again...stupid app.

I Sell What I Love
United Kingdom
Time spent using app: 6 months
September 5, 2017

Hi, this is an awesome site, but the heatmaps dont work properly, and the live recording is a bit buggy.
I also test my site frequently, so it would be nice if it omitted my own browsing data, as it skews the results.
Add a feature to exclude activity from certain IP, an ill upgrade to 5*

Time spent using app: 12 days