Get started
- Open Lucky Live in Shopify admin → Apps. You do not need a separate Lucky Live account.
- Open Quick guide on Online. Follow its theme-editor link, enable the Lucky Live tracker on your active storefront theme, and save.
- Visit a product in another browser. Allow analytics through the store's consent controls where required, then browse the store.
- Return to Online to see activity. Open Records and select a visitor row to start replay.
- To include supported checkout and purchase events in the funnel, follow the Shopify pixel setup instructions. A storefront button click is not proof of a completed purchase.
- In Settings, choose your language, campaign labels, table columns, sounds and quiet hours. A private mobile viewing link can be generated here for authorized viewers.
Find the visits you need
- Toggle Today and Paid ads on or off. These filters can be combined and are retained when navigating between app pages in the same tab’s browser session.
- Open More filters for date, source, campaign and behavior choices. Available tools depend on the plan.
- Use campaign labels in Settings to give captured UTM campaign values familiar names. A label does not create attribution data that the visit did not supply.
- Open Usage details for the current recording allowance, reset time and retention rules.
- On Pro, open Campaign and date comparison and choose Export monthly CSV for a month-end summary. It covers the current and previous 11 Hong Kong calendar months, grouped by arrival month, traffic-source category and device. It counts successfully recorded visits, and marks months with incomplete coverage. Observed checkout and purchase events are not sales totals; deleted history cannot be restored.
- Private mobile viewing provides read-only access to store data and settings. Local sound/display preferences can still be adjusted. Manage saved filter sets and other store settings in Shopify admin.
Troubleshooting
No visitors or recordings? Check that the tracker is enabled and saved on the active theme, analytics consent is allowed, and the visitor is not excluded. Browser blocking, connection problems or a recording limit may also prevent collection. Try a different browser and check the allowance shown in Records.
No sound? Interact with the app once, then check sound settings, volume and quiet hours. Browser autoplay rules, device mute and background restrictions can affect playback. Sounds are not guaranteed while the device is locked or the browser is in the background.
Replay is incomplete? Replay reconstructs supported storefront content; it is not a video file captured from the visitor's screen. Inputs and designated private regions are masked. Checkout, account pages and unsupported embedded content are not recorded. Missing resources, connection interruptions and recording limits can leave gaps. Missing or masked historical content cannot be restored.
A campaign is unknown? Check the captured source, medium and UTM campaign value. Direct visits and visits without campaign information may not have an identifiable campaign. A paid traffic signal alone does not identify a specific campaign.
A mobile link was shared accidentally? Revoke it in Settings and generate a replacement. Treat a valid viewing link as access to the store views it permits. Do not put it on a public website or send it to unauthorized people.
How do I exclude staff visits? Exclude the relevant visitor using the visitor controls. Manage or restore exclusions in Settings. Existing recordings are retained under their original expiry. Excluded activity is not retrospectively recorded when the exclusion is removed.
What happens at the recording limit? New recording collection may stop when an allowance or storage cap is reached. The app does not automatically upgrade your plan or charge recording overage fees. Check the in-app reset time; repeat pages within the same successfully recorded visit are not counted as separate recordings.
How do I change a plan? Open the plan entry in Settings and review Shopify's plan selection and approval screens. Confirm the price, trial and billing terms shown there before accepting. Development-store free testing is not an actual merchant charge. The plan displayed in your Shopify approval screen governs any real charge.
How long are recordings available? Newly captured recordings expire after one day on Free, seven days on Standard and 45 days on Pro. A plan change does not extend the original expiry of an existing recording. Recording or storage limits may stop new recordings earlier. Pro monthly summaries cover the current and previous 11 months, but they cannot recreate deleted replays.
Contact
LuckyLiveLab · Luckylivelab@gmail.com
Include the time, app page, error text and device/browser. Mask customer information in screenshots. Do not email passwords, API keys, payment details, recordings or private viewing links. For a privacy request, start with the request reference and store domain; support can arrange the next verification step.
中文快速教學
- 在 Shopify 後台 → 應用程式 開啟 Lucky Live，毋須另開 Lucky Live 帳號。
- 在「在線」打開快速教學，進入主題編輯器，在目前使用的主題啟用 tracker 並儲存。
- 用另一個瀏覽器到訪產品頁；店舖要求分析同意時，先允許再瀏覽。
- 在「在線」查看動向；到「記錄」點訪客整行，自動開始回播。
- 要查看支援的結帳／購買事件，跟指示啟用 Shopify 像素。點結帳按鈕不代表已付款。
- 在設定更改語言、Campaign 名稱、欄位、聲音及安靜時段；亦可產生私人手機觀看連結。
「今日」及「付費廣告」可同時開啟，再按一下關閉；同一分頁的瀏覽器工作階段內轉頁會保留。「更多篩選」收起日期、來源、Campaign 及行為選項；部分工具按方案提供。手機私人觀看的商店資料及設定為只讀，本機聲音／顯示偏好仍可調整；商店設定及儲存篩選組合在 Shopify 後台管理。
Pro 可在「Campaign 與日期比較」匯出月結 CSV，涵蓋本月及之前 11 個香港曆月，按到訪月份、來源類別及裝置分組。只計成功錄影的到訪；資料不足的月份會標明。觀察到的結帳及購買事件並非銷售額，已刪除的錄影不能補回。
沒有資料： 先查目前主題 tracker、分析同意、訪客排除及錄影額度，再用另一個瀏覽器試。
沒有聲音： 先在頁面互動一次，再查音量及安靜時段；手機靜音、鎖屏及背景限制會影響聲音。
畫面不完整： 回播是重建支援的網店畫面，並非拍攝客人螢幕的影片。輸入欄及私人區域會遮罩；結帳、帳戶及部分嵌入內容不錄製，缺失或已遮罩的舊內容不能補回。
手機連結外洩： 在設定撤銷再重新產生；不要公開連結。
收費及額度： 在設定查看 Shopify 方案頁的價格及條款才確認；開發店免費測試不代表真實付款。到額度或儲存上限可能停止新增錄影，不會自動升級或收取超額錄影費。新錄影在 Free 保存 1 日、Standard 7 日、Pro 45 日；轉方案不會延長舊錄影原定到期日。
支援：Luckylivelab@gmail.com。提供時間、錯誤、頁面及裝置／瀏覽器，截圖先遮罩客人資料；不要寄密碼、金鑰、錄影或私人觀看連結。