Support

Write to adrimorente@duck.com. A person answers, usually within a couple of days.

Before you write

Four things that sort themselves out, and they are most of what arrives.

• You have lost your access phrase. Sign in with your recovery key — the one you wrote down at the start — and set a new phrase. If the key is gone too, your data cannot be recovered. Not by us either: it is end-to-end encrypted and the key never leaves your devices. That is deliberate, and it is the price of nobody else being able to read it.
• You bought FinnTrack Full and it is not there. Settings › FinnTrack Full › “I already bought it”. It is one payment and the same account on the phone, the tablet and the browser, so there is never a reason to pay twice.
• You want your data. Settings › Backup. The file is built on your device and goes wherever you send it: it is never uploaded to FinnTrack.
• You want to leave. Settings › Delete account. Everything goes and it cannot be undone, so take the backup first.

What to tell us

This is enough: which device, what you expected to happen, and what happened instead. Please do not send us your figures. We do not need them to understand a bug, and we would rather not have them.

What we cannot do

We cannot see what you write down. It is stored end-to-end encrypted and the key is yours, so neither Google nor we can read it. That also means we cannot get into your account to fix something from the inside, or give you back what was there if you lost both the phrase and the key.