Managing Your Plan and Billing in Shopify
Lucky Orange's plan and billing management now lives directly inside your Shopify Admin. This doc covers how to view and change your plan, what "Keep Me Tracking" does, how to cancel, and how billing works since your subscription is managed through Shopify.
Where to access Plan & Billing
How do I get to my plan and billing settings?
*Note only account owners can update plan settings.
- From your Shopify Admin, find Apps in the left navigation and click Lucky Orange.
- In the expanded menu, click Plan Pricing.
You'll land on the Plan & Billing page, which shows your available plans, your current plan's details, and a summary of what you'll be charged.
Viewing and changing your plan
What will I see on this page?
- A Select Plan section with all available tiers — Free, Launch, Build, Grow, Expand, and Scale — each showing its monthly price and session limit.
- A Customize Plan section, where you can adjust:
- Data Storage — how long Lucky Orange stores your heatmaps, recordings, and event data (e.g. survey responses, chat logs, announcement results, visitor data)
- Discovery — Lucky Orange's AI-powered assistant for fast, actionable insights about your data
- Sites — how many sites you're tracking with Lucky Orange (additional sites count toward your monthly session limit)
- A Plan Summary panel on the right, showing your selected plan's sessions per month, data storage, sites, Discovery status, Keep Me Tracking status, member seats, payment due date, and total price.
How do I upgrade or downgrade my plan?
- Select a different plan from the Select Plan grid.
- Adjust any options in Customize Plan as needed.
- Review your updated total in Plan Summary.
- Click Save in the top-right corner.
Can I switch between monthly and yearly billing?
Yes — toggle Yearly Billing in the Plan Summary panel to switch between monthly and yearly pricing.
Keep Me Tracking
What is Keep Me Tracking?
Keep Me Tracking is a setting that's turned on by default for every account. It automatically upgrades you to the next plan tier(max 2 plan increase without additional owner approval) if you hit your session limit during your current billing cycle, so you never lose tracking data due to unexpected traffic growth.
What happens if I turn it off?
If you uncheck Keep Me Tracking, Lucky Orange will stop tracking new visitors once you reach your plan's session limit for the billing cycle, rather than automatically upgrading you.
Where do I manage this setting?
It's in the Plan Summary panel as a checkbox, right below your plan's price.
Cancelling your plan
Because Lucky Orange is installed through the Shopify App Marketplace, cancelling works differently than it does for non-Shopify accounts:
- Log into your Shopify Admin.
- Select Apps from the main navigation.
- Click the red Delete text to the right of the Lucky Orange app.
- In the confirmation message, select Delete to confirm.
This uninstalls Lucky Orange and removes the tracking code from your site. Simply removing the tracking code manually, or selecting the Free plan on the Plan & Billing page, does not cancel your Lucky Orange subscription — you must uninstall the app through Shopify to fully cancel. Moving to the Free plan does cancel billing.
Regardless of when you cancel, you'll still have access to your Lucky Orange account through the end of your current billing cycle. Lucky Orange will keep tracking visitor data until you hit your plan's session limit or the billing cycle ends (unless the tracking code has been removed), and you'll retain access to all previously collected data even after that.
Updating your billing and payment options
Since Lucky Orange is billed through Shopify's App Marketplace, your payment method is managed in your Shopify billing settings, not inside Lucky Orange directly. To update your card or payment details, go to your Shopify Admin's billing settings rather than looking for a payment option within Lucky Orange.
I cancelled Lucky Orange in Shopify. Why am I still getting billed?
This is expected, and here's why: all Shopify apps installed through the App Marketplace, including Lucky Orange, are billed through your Shopify account rather than individually. Because of this, you aren't charged the moment you upgrade mid-billing-cycle — instead, all app charges are lumped into your monthly Shopify bill.
Example: Say your Shopify billing cycle begins on the 30th of each month, and you upgrade to a paid Lucky Orange plan on the 5th. You aren't charged by Lucky Orange on the 5th — that charge only shows up on your next Shopify bill. If you then cancel on the 20th, you'll still see a charge for Lucky Orange on the bill that comes through on the 30th. That charge reflects the subscription you were already using before cancelling — it is not an erroneous or additional charge that happened after cancellation.