Shopify & Shopify Plus FAQ

In this article:

Why can’t I log in through the Shopify platform?

Some of our Shopify users experience difficulties while logging into Lucky Orange through the Shopify platform itself. 

While uncommon, this issue is typically caused when an ad blocker browser extension - such as Ghostery or AdBlock - gets in the way and prevents you from signing in through Shopify. This doesn’t impact signing in through the Lucky Orange website directly.  

There are a few ways to work around this issue:

  1. Disable or select “always pause” on your ad blocker for LuckyOrange.com. Follow your specific ad blocker’s instructions for more details. 
  2. Sign into the Shopify platform and Lucky Orange app through a new incognito window (Chrome), private window (FireFox) or InPrivate window (Edge). While extensions aren’t enabled by default when viewed in a private or incognito window, double-check that all extensions are disabled.

My heatmap isn’t loading; what can I do?

If your Dynamic Heatmap or Form Analytics isn’t loading, use a historical view. 

  1. From your Dynamic Heatmap or Form Analytics, click on Segments located in the upper left corner of the screen
  2. Select Date range, located at the top of the list of segments
  3. Click into the “Start date” field to select your date
  4. Repeat with the “End date” field
  5. Click the box to the right of “Load historical view of this page”
  6. Select the blue Refresh historical view button 

Your screen will refresh and should display visitor behavior data. 

How do I cancel my Lucky Orange subscription/plan?

  1. Log into your Shopify account
  2. Select Apps from the main navigation
  3. Click the red Delete text to the right of the Lucky Orange app
  4. In the confirmation message, select Delete to confirm 

Once the app has been uninstalled from your Shopify store, your account will automatically be cancelled. This will remove the tracking code from your site. 

Note: Manually removing the tracking code from your theme won’t cancel your subscription. You must uninstall the app through Shopify to complete the cancellation process. 

How do I reinstall the app after I canceled it? 

  1. Log into your Shopify store if you haven’t already 
  2. Visit the Lucky Orange app in the Shopify App Store
  3. Click the Add App button
  4. The app will automatically reinstall the tracking code on all pages of your Shopify store

You will be asked to select the site to which you want to add the code. If prompted, select your desired Shopify store. 

Why can’t I see data on my order confirmation page?

If you utilize the Lucky Orange plugin through the Shopify App Store, the Lucky Orange tracking code will automatically be placed throughout your pages, including the order confirmation page. If you opted for manual installation, you’ll need to add the tracking code to your order status pages as well. 

  1. Copy your Lucky Orange tracking code if you haven’t yet copied it 
  2. Log into your Shopify store 
  3. Click on Settings at the bottom of the left navigation
  4. Select Checkout from the list on the left
  5. Scroll to the bottom of the page to “Order Status Page”
  6. Paste the Lucky Orange tracking code in this space
  7. Click the Save button

Note: Only manual installation requires this additional step. This does not track through the checkout pages unless you are on Shopify Plus. If you are on Shopify Plus, click here to learn how to also track your checkout pages 

Why can’t I see my quantity selectors in recordings?

Lucky Orange doesn’t capture keystroke data to further protect your visitors and customers. 

On fields that require visitor input, including the quantity selectors, characters are replaced with an asterisk before the data is recorded. When the session is played back in Session Recordings, asterisks are displayed as the visitor completes the field. 

The data stays anonymous, and your visitors stay safe. 

How do I track my checkout pages?

Shopify Plus merchants can use Lucky Orange to track the Shopify Plus checkout. Data from the Shopify Plus checkout is accessible through Lucky Orange’s Session Recordings and Dynamic Heatmaps. Click here to learn more.

To track your Shopify Plus checkout, no additional code placement is necessary. This will automatically be available once you install Lucky Orange as a Shopify Plus merchant. 

Non-Shopify Plus merchants can use Shopify checkout Events to evaluate how customers most through the checkout process. Read more here.

Why isn’t my form showing up in Form Analytics?

The most common reason why forms aren’t displayed in Form Analytics is because it is displayed in an iFrame. 

As we mentioned above with Loox reviews, an iFrame is commonly used by Shopify app developers. Because it is hosted through a third party, we won’t be able to track engagement with that particular content. Visitor behavior will be captured for the rest of your store. There are several contact form apps that don’t require an iFrame:

Lucky Orange doesn’t endorse these apps. We encourage you to research and test apps on your own store to ensure it meets your needs adequately. Our team is not regularly monitoring these apps for their iFrame contact but will update the document when necessary. The above-mentioned apps don’t require an iFrame, providing more analytics capabilities. 

Why does it say my site has "no visitors"?

With updates to Shopify's Privacy API, Shopify users now have to select that they permit data to be collected before they consent, in order for Lucky Orange to automatically track website visitors. If users don't select this option, Lucky Orange will not be able to show any visitor data without the addition of a Cookie Banner. The Cookie Banner needs to integrate with Shopify’s customer privacy API in order to be compatible with this update. Here is a link to Shopify's Banner apps page. 

A Cookie Banner provides visitors with the choice to accept or decline tracking. If accepted, Lucky Orange will track that user's activity - but if declined, we won't be able to do so.

To check and update your Customer Privacy in Shopify:

  1. From your Shopify dashboard, select Settings from the left navigation. This will be at the very bottom of the navigation.
  2. Click Customer Privacy from the list on the left
  3. Select Cookie Banner 

From there you can customize and active the cookie banner and set preferences.