Lucky Orange Heatmaps & Replay

UPDATE: 7 years of loyalty met with a 2,400% hike and technical excuses.
I would like to clarify the facts regarding the developer’s response:

After being a loyal customer for 7 years, I am deeply disappointed by how this transition was handled. A move from a $10 plan to a $249 plan—a 2,400% increase—without explicit consent is not professional practice. In a serious business environment, the standard procedure for discontinuing a legacy plan is to suspend service or limit data until the customer manually selects a new tier, rather than automatically charging a tier 24 times more expensive.

Furthermore, the handling of the refund was unacceptable. It took seven emails and multiple explanations of PayPal’s own system before the refund was initiated. The repeated claim that an open dispute "blocked" the refund is factually incorrect according to official documentation; the "Issue Refund" button is specifically designed to resolve and close cases simultaneously.

While the refund has now been processed, it only occurred after I threatened a formal Shopify Partner Violation report. After 7 years, the lack of transparency and the attempt to make me waive my buyer protection has resulted in a complete loss of trust. I will not be returning to this service.
24.04.26------------------------------------------------------------------------
I have been a loyal customer for years on a $10/month legacy plan. Without my explicit consent or any manual confirmation, Lucky Orange automatically migrated my account to a $249/month plan. This is a staggering 2,400% price increase!

When I contacted support to resolve this unauthorized charge, the experience became even more concerning. They are currently refusing to issue a refund unless I first close my PayPal dispute. They claim the open case "blocks" them from refunding, which is technically false. According to PayPal’s own documentation, issuing a full refund is exactly what resolves and closes a dispute automatically.

By asking me to close the case first, they are essentially asking me to waive my buyer protection, as a closed PayPal dispute cannot be reopened. This feels like a predatory tactic to hold my funds hostage.

Pros: The software used to be good for the price.
Cons: Unethical billing practices, predatory "bait-and-switch" pricing for long-term users, and deceptive support regarding refund procedures.

Verdict: Avoid this app if you value transparent billing and ethical business practices. After years of loyalty, I am extremely disappointed by this breach of trust.

Only been using the app for a week so far, but has provided some insightful outlooks into customer behaviour which has allowed us to make some important changes on the website.

This app provides a great visual way to see how people interact with my site. The session recordings leaves me with useful feedback to make changes according to customer behavior which I wouldn't have had access to otherwise.