Lucky Orange Status

Login access unavailable

2026-02-23T16:58:00+00:00

Lucky Orange is temporarily unavailable while our engineering team resolves a technical issue causing the login to be unavailable.

Classic Lucky Orange Access

2025-12-18T15:30:00+00:00

We are currently experiencing issues with customers being able to login to the classic dashboard. We are aware of the issue and are working to resolve this as soon as possible. All data is still being collected on visitors and will be available once access is restored.

Chat Logs - Email Delivery

2025-11-28T20:24:00+00:00

We are aware that some of our customers are having issues with chat logs being delivered by email. We are investigating the issue and will provide updates as we identify and work to fix the issue.

Recordings Blank Screen

2024-12-06T06:00:00+00:00

We are making some updates to our database which may cause recordings to show blank for a time period while the update occurs. Once the update is completed, all recordings will display as expected.

Service Interruption - Classic Login

2024-04-09T05:20:00+00:00

We are experiencing a temporary technical issue with authorization that is preventing users from logging in. We apologize for the disruption as will update here when access has been restored.

60 day storage - Classic

2023-06-18T03:43:00+00:00

The issue has been resolved and all customers on 60 days retention will now see recordings come through and playing again. Thank you for your patience and please reach out with any questions.

Heatmap Click Reporting

2022-08-24T19:15:00+00:00

Update:

This issue has been resolved.

Original:

We have identified an issue that is causing some heatmaps to show "Error loading clicks" before all data is loaded in. We will provide an update as soon as this issue is resolved.

Classic: Service Provider Outage

2022-07-27T03:14:00+00:00

Update 9:15AM CDT, August 3

As of this morning we have confirmed that all data restoration has been completed across all storage lengths. If you are still having issues, please reach out to support@luckyorange.com for assistance.

Update 6:50PM CDT, July 31

Our backups for Lucky Orange classic were performed once per day and therefore there will be a brief period of missing data on July 26th, but all other data continues to be restored. 90 day storage customers have been fully restored, 30 day customers are above 50% restored and 365 and 60 day customers will be restored soon. We continue to appreciate your patience as we restore this data.

Update 1:50PM CDT, July 28

We have been able to retrieve our backups and have started the process of restoring missing data, starting with customers on 30 day storage. You should start seeing data appearing in the dashboard slowly over time. Please be patient as this is a very large amount of data we must restore. We will continue to update this page as progress is made.

Update 8:30PM CDT, July 27

All features are back up and running and new data is being collected. We continue to work hard to retrieve our backups from the broken service provider for all past data.

Update 1:15PM CDT, July 27

We have successfully moved all systems off of the broken service provider and all new recordings should now be visible within the dashboard. We are working closely with our contacts at the service provider to retrieve our backups for all past data. We will provide additional updates as we know more.

Update 11:30AM CDT, July 27

We are currently moving all systems from the affected service provider to a different service provider. Once this is complete, new recordings will begin displaying within the dashboard. We will then begin work on restoring existing data. Thank you again for your patience as we work through this.

Original Message, July 26

Customers on Lucky Orange Classic are experiencing a delay in processing of dashboard data which is also connected to recordings and heatmaps. One of our service providers is currently experiencing downtime which is causing this delay. As soon as we resolve this issue with them, all data should begin appearing in the Lucky Orange Classic dashboard again. We apologize for the disruption and will update here once service is restored.

Data Collection Outage

2022-02-06T10:00:00+00:00

We have identified and resolved an issue that caused data to not be collected and stored properly during this outage. As a result, some accounts may experience missing recordings during this time period.

Lucky Orange Classic Login Outage

2021-09-30T15:00:00+00:00

We are currently experiencing an issue with a service provider that is preventing logging in from Lucky Orange classic. All data is still being collected as normal and we will update everyone as soon as you are able to login again. No passwords need to be updated as your existing password will work as soon as this is resolved.

11:15 AM CST - We have resolved the issue and you should now be able to have access to your account again. No data was lost during this time.

Data Collection Issue

2021-08-19T23:00:00+00:00

An outage occurred at one of our data centers that prevented a small subset of accounts to temporarily not collect new data during this outage. Our team has addressed the issue, and are working on preventing this type of outage from occurring again. At this time, the missing data has not been recovered but all previously collected data, and new data is readily available and accessible.

Back to normal

2020-02-14T16:25:00+00:00

Recordings for customers on 30 day retention should be accessible again. Recordings captured during the downtime are being processed and will be available in the dashboard shortly. We apologize for any inconvenience.

Data Processing Issue

2020-02-14T15:59:00+00:00

We have identified an issue where customers with 30 day retention are experiencing problems playing recordings through the dashboard. We are working to resolve this issue with our service provider and will update soon. No data has been lost.

API Issue

2020-02-04T18:52:00+00:00

There is an issue with our login API that we are working to resolve. New data is still coming into the system and will be available as soon as the issue is resolved. We are sorry for any inconvenience this has caused and we are working to resolve it ASAP.

UPDATE: The issue has been resolved.

Chat Availability

2020-01-15T12:50:00+00:00

We identified the issue that was causing some accounts to not be able to chat. We have pushed an update to fix the issue and all should now be working as expected. Please reach out to support@luckyorange.com with any additional questions.

Issue Resolved

2020-01-02T22:37:00+00:00

An issue with a third-party vendor has been resolved and new recordings should now be coming in. We apologize for the inconvenience and are making internal changes to ensure this issue does not happen again.

Data collection not working

2020-01-02T22:26:00+00:00

We have identified an issue that is currently preventing our tracking code from working properly. We are working to resolve the issue as quickly as possible and will provide an update soon.

Live view & Live chat

2019-12-25T17:09:00+00:00

We are performing some updates to live view and chat that will cause a temporary outage. We will update everyone as soon as this is completed. This issue should now be resolved.

Partially missing scroll data

2019-12-10T22:10:00+00:00

We have discovered an incident that occurred where, for certain types of websites, scroll data was not captured correctly. We have identified the root cause of this and resolved the issue. We apologize for any inconvenience this may have caused.

Live Visitor & Chat Delayed

2019-03-05T17:23:00+00:00

We are working with our service providers to identify the cause of delays experienced within our dashboard. We will provide an update shortly.

Heatmaps Resolved

2018-12-05T16:58:00+00:00

Heatmaps should be functional again. Sorry for any inconvenience.

System Update: Heatmaps

2018-12-05T16:33:05+00:00

We are performing an update that may cause heatmaps to not load for a few minutes. We will provide an update as soon as this is resolved.

Maintenance Update

2018-11-06T08:17:00+00:00

We are performing an update on the database which may cause playback of recordings and dynamic heatmaps to not work. All data is still being collected and will be view-able as soon as this update is complete.

Maintenance Outage

2018-10-06T16:09:00+00:00

We are working on an update with our service provider that may cause intermittent loss of access to the dashboard. We will provide an update as soon as this is completed and there will be no data lost during this time.

Incoming Data Delayed

2018-10-06T00:25:00+00:00

We are working with our service provider to identify why incoming data is not displaying in real time. We will provide an update shortly.

Live Visitor & Recording Data Delayed

2018-07-25T15:03:00+00:00

We have identified what caused the delay and a fix has been put into place to prevent this from happening in the future. No data was lost and all is back up and operational.

Cloud Provider Incident Resolved

2018-07-17T19:56:00+00:00

The dashboard and other Lucky Orange services should now be returning to normal. Backlogged recording data should be completely processed and no data collected during the downtime was lost.

Cloud Provider Outage

2018-07-17T19:32:00+00:00

A widespread outage affecting our infrastructure provider is affecting our dashboard and other services. Recordings are still being collected, but are currently unable to be processed or displayed.

Live Visitors Not Available

2018-05-02T21:07:00+00:00

Our cloud provider is experiencing a temporary outage that has caused live visitors to be unavailable. They are investigating and should have a fix in place shortly.

Chat Availability

2018-04-17T15:05:00+00:00

You may experience connectivity issues with chat. We have identified the cause and are working to resolve the issue right away.

API Connectivity Resolved

2018-04-04T13:30:00+00:00

Any intermittent outages have now been mitigated and all functionality of the app should be back to normal.

API Connectivity

2018-04-04T13:11:37+00:00

We are currently experiencing intermittent outages with our API. All data is still being collected as expected and as soon as the delay is resolved, all functionality will return back to normal.

Returning to normal

2017-11-16T18:03:00+00:00

Recordings are now being processed and should now be appearing in the dashboard. Thank you for your patience as we worked through this. If you are still experiencing issues, please contact support@luckyorange.com.

Incoming recordings delayed

2017-11-16T17:52:00+00:00

An issue with one of our service providers is preventing incoming recordings from appearing in the dashboard. No data has been lost and is queued to be processed as soon as our service provider resolves their issues. We are working to resolve this issue as quickly as possible.

Issue resolved

2017-10-02T22:39:00+00:00

The previous issue with recording playback being delayed has been resolved. No data was lost and playback should be returning to normal for all customers shortly.

Recording Playback Delayed

2017-10-02T19:28:05+00:00

We are currently experiencing a delay with the recording data being uploaded. You may experience delays in playing back recent recordings while we work to resolve this issue. As soon as we have further updates, we will make sure to provide them.

Issues Resolved

2017-08-30T21:09:00+00:00

All issues are now resolved.

Connection Issues

2017-08-30T20:31:00+00:00

There is an ongoing networking issue with our Google Cloud provider that is randomly causing issues viewing recordings or logging into the system. As soon as this is resolved these issues should go away. For more information on the status of this please see: https://status.cloud.google.com/incident/cloud-networking/17002

All recording data is still coming in normally and there should not be any missing data.

Resolved

2017-08-24T21:55:00+00:00

The issues should now be resolved. We apologize for any inconvenience.

Realtime System Performance Issues

2017-08-24T20:45:00+00:00

There is an issue with our realtime and chat system that we are working to resolve ASAP.

Chat Issues Stable

2017-08-16T01:41:00+00:00

We have isolated many of the issues with chat and live visitors and are monitoring for any issues. We apologize for any inconvenience and are working hard to ensure the stability of the system.

Chat & Live Visitors Intermittent Outages

2017-08-15T18:38:49+00:00

We have encountered an issue with live visitors and chat that is causing it to not work for some customers. Our development team is working around the clock to fix this issue and we will have it back up and running as soon as possible. We will update this status as soon as we have more information and appreciate your patience.

Live Visitors & Chat back to Normal

2017-08-14T15:05:00+00:00

Live visitors & chat should be back to normal. We are continuing to monitor the issue and apologize for the inconvenience.

Live Visitors Outage

2017-08-14T14:56:00+00:00

We are aware of an outage affecting Live Visitors & Chat. There is an issue with one of our service providers and we are working with them to resolve this ASAP.

Recordings are back to normal.

2017-07-20T15:00:00+00:00

An issue with our service provider that caused recording playback to not function properly for new recordings has been resolved. Functionality should now be returning to normal.

Recording queue is backed up

2017-07-20T12:07:00+00:00

Recordings are backed up. We are still collecting data and there should be no loss of recordings. We apologize for the inconvenience and are working to resolve this ASAP.

Recording playback returning to normal

2017-07-17T19:28:00+00:00

An issue with our service provider that caused recording playback to not function properly for new recordings has been resolved. Functionality should now be returning to normal.

Recording playback delayed

2017-07-17T19:13:00+00:00

We are investigating an issue with the ability to watch new recordings. No data should be lost as a result of this issue. We hope to have this resolved as soon as possible.

Recordings Resolved

2017-06-14T14:27:00+00:00

Recordings are caught up and the issues should be resolved now. We apologize for the inconvenience.

Recordings queue is backed up.

2017-06-14T11:31:00+00:00

Recording data is backed up and will be delayed slightly. All data is still in our system and should catch up soon.

Playback back to normal

2017-05-23T16:54:00+00:00

Recordings playback should now be returning to normal. We identified it as an issue with one of our service providers and are working with them to prevent this issue from happening in the future.

Delay in recordings playback in dashboard

2017-05-23T15:46:00+00:00

We are currently investigating an issue with playback of new recordings in our dashboard. All data is still coming into our system and no data will be lost, only playback is affected. We are working to resolve this as quickly as possible. Thank you for your patience.

Playback Resolved

2017-05-12T20:58:00+00:00

Recordings should be back to normal now.

Playback of Recordings is temporarily Down

2017-05-12T20:18:00+00:00

Playback of Recordings is temporarily down. All recording data is still in our queue and should populate as soon as playback returns to normal. We apologize for this inconvenience.

Playback & Heatmaps are slowed for some users

2017-05-02T17:03:00+00:00

We are experiencing some performance issues for some customers with playing recordings and loading heatmaps. We are working to resolve this as soon as possible. Thank you for your patience.

Recordings Backed Up

2017-04-27T15:40:00+00:00

UPDATE: Should be resolved now.

ORIGINAL: Recordings are delayed about 25 minutes. They should be catching up shortly. We apologize for this delay. No data should be lost.

Recordings Delay Update #2

2017-04-07T20:57:00+00:00

New recordings should now be coming in for all accounts. We are continuing to fill in yesterday's recordings and are making changes to prevent this from happening in the future.

Recordings Delay Update

2017-04-07T07:10:00+00:00

Our team is continuing to work on reducing the recording delay for certain users. We will continue to update this status page as more information is available.

Recordings Delay

2017-04-06T20:47:00+00:00

Some accounts are experiencing a delay in accessing recordings. Despite the delay, your recordings are still being captured. We have a full team working to resolve the processing delay and apologize for any inconvenience.

Delay in Recordings

2017-04-06T12:35:00+00:00

There is a delay in our recordings queue for some accounts. All data is in the queue and you should not have any missed recordings when it finishes processing. We apologize for the delay.

Recordings backed up

2017-04-04T22:29:00+00:00

:: UPDATE :: Recordings have returned to normal.

:: ORIGINAL MESSAGE :: Our recordings queue is currently experiencing capacity issues and is delayed for some accounts. All data is still in the queue and will be processed soon, so you should see all your recordings come in over the next few hours. We apologize for this inconvenience and are working hard to expedite the process.

Email Reports Missing Data

2017-03-13T14:12:00+00:00

Over the weekend we experienced an issue with our email reporting system that is affecting some users. We are deploying a fix this morning- you should begin seeing corrected emails today. We are sorry for any confusion or inconvenience this might have caused and appreciate your patience.

Service Provider Outage

2017-02-28T18:00:00+00:00

Update

Our service provider appears to be recovering from their outage and functionality in our dashboard is returning to normal. We will continue to monitor the situation.

Update

We are still monitoring the issue with our service provider (AWS). Users may be unable to log in until the issue is resolved. Data collection should not be affected.

Issue

Our service provider is currently experiencing an outage that is preventing recording playback from functioning properly. All other functionality should continue to work.

Delayed Data

2016-09-27T05:00:00+00:00

UPDATE

Recordings should be caught up, but we are still monitoring.

We are aware of several issues affecting our recordings and live visitor playback. We are working to resolve this as fast as possible. Thank you for your patience.

Recordings delayed

2016-09-06T16:00:00+00:00

Update 3

Recordings should now be appearing immediately in the dashboard.

Update 2

Recordings are again being delayed. We are still investigating this issue. Thank you for your patience.

Update 1

Recordings should now be catching back up in the dashboard. We are continuing to monitor the situation.

Original

There is currently a delay in recordings appearing in the dashboard. No recordings should be missed, but some might take extra time to appear. This should be resolved shortly.

Service Provider Outage

2016-09-05T16:50:00+00:00

Resolved

Amazon has confirmed that they have resolved the issue and all services are back online.

Update

An issue with our service provider, Amazon, is preventing users from being able to log into their accounts. We are monitoring the situation and hope to have full functionality restored soon. We apologize for any inconvenience.

Recordings Unavailable

2016-09-01T21:00:00+00:00

Update

Recordings should be slowly reappearing in the dashboard. We are monitoring the situation.

Original Message

Recordings are currently unavailable in the dashboard. We are working to restore access as quickly as possible.

Recordings delayed

2016-09-01T15:00:00+00:00

Recordings are currently delayed. They should be restored shortly.

Recordings Playback Issue

2016-07-29T13:46:00+00:00

UPDATE #2

All should be back to normal now.

UPDATE

There are some recordings that will not playback, but they are being imported in.

ORIGINAL

There is an issue affecting recordings playback that we are working to resolve ASAP.

Dashboard Issue

2016-07-26T13:13:00+00:00

Update

All systems should now be up and running again. Recordings during the downtime are being repopulated into the dashboard as we speak and should be completed soon. Please email support@luckyorange.com if you are still experiencing any issues.

Original Message

There is an issue with our Amazon account that is preventing logins to the dashboard. We are working with Amazon to resolve this ASAP.

Playback issue

2016-06-28T13:05:00+00:00

There is an issue playing back recordings which we are investigating. All data is still being recorded, however playback may be unavailable for some recordings. We are working to resolve this ASAP.

UPDATE

Recordings should playback normally now Sorry for any inconvenience.

Data collection and upgrades

2016-06-21T20:24:00+00:00

Update

Everything should now be back to normal.

Original Message

We are making a few upgrades to our system that might cause some users to be unable to receive or view new recordings. We are working as quickly as possible to return service to 100% for all users and should be finished in the next 10 to 15 minutes.

Playback Issue with AWS

2016-06-15T14:00:00+00:00

Update

Recording playback should now be back to normal. Please email support@luckyorange.com if you are still experiencing any issues.

Update

Amazon is migrating shards to a new cluster and some recordings will be inaccessible until that completes.

Original Message

There is an issue playing back recordings that is due to a problem in our Amazon AWS infrastructure. We are working with Amazon to resolve it as quickly as possible.

Recording Playback Issues

2016-06-02T14:57:00+00:00

Update

The recording playback system should now be back to normal. Some older recordings are still processing and should be available shortly.

Original Report

We are experiencing an issue with viewing recordings. We are working to resolve this issue.

Recording playback issues

2016-06-01T13:56:00+00:00

Update

Everything should now be back to normal. Please email support@luckyorange.com if you are still experiencing issues.

Original Report

We are detecting issues with recording playback and are working to fix the issue as quickly as possible.

Recording Playback Delayed

2016-05-19T02:50:00+00:00

Playback of recordings for some users is not working. We are investigating this and should have it resolved ASAP.

Delay in Heatmap Builds

2016-04-22T18:30:00+00:00

Update:

The heatmap queue is currently being processed and performance should return to normal soon.

Original:

There is currently an unusually high number of heatmap build requests in the queue causing lengthy build times for some users. We are actively working to remedy this.

Recordings not appearing in dashboard

2016-03-29T21:00:00+00:00

Update 2:

Data should be restored. If you are missing data please contact support@luckyorange.com with the missing time range and your site ID

Update:

New recordings should now be coming through. Still processing missing recordings.

Original Notice:

There is currently a delay in recordings appearing in the dashboard. We are working to resolve this issue and missing recordings will start appearing soon.

Missing Stats Data

2016-01-20T16:08:00+00:00

There was an issue with our basic stats being collected over several hours for some customers. We are working to backfill this data and should have the data come in within the next few hours.

Live Visitors Issues

2015-09-08T15:31:00+00:00

We are aware of an issue affecting the counts in Live Visitors and are investigating currently. *The issue has been fixed at 10:45 AM Central time.

Chat Update

2015-09-03T19:19:00+00:00

We recently pushed a new version of the chat system. This system now let's you preview typing messages as well as live view and chat at the same time. Some user's browsers are still caching the old system. If you are having trouble chatting, please clear your cache and refresh your dashboard. If you are still having issues please contact support@luckyorange.com.

Recording Collection

2015-09-01T04:04:00+00:00

The issue has been resolved and all recording functionality should be back in place. Sorry for any inconvenience.

Recordings Collection

2015-09-01T02:54:00+00:00

There is an issue with our recordings collection cluster. We are working to resolve this as fast as we can.