Help & frequently asked questions

Open the race, tap Pick your ducks, choose your numbers on the grid (or use Lucky dip for random ones), then enter your name and email to pay. No account needed.

It picks random available numbers for you. You can add one at a time, or set a quantity and add several at once — handy if you don't mind which ducks you get.

Some races offer bulk pricing (for example, "5 for £5"). If the race you're in has an offer, the discount is applied automatically and shown on the payment summary before you pay.

No. Buying ducks is anonymous — you only give your name and email so we can send your receipt and let you know if you win. There's no login, so there's nothing to reset.

When you pick numbers, we hold them just for you for a few minutes so no one else can buy them while you pay. If the timer runs out before you finish, the numbers are released, and you'll need to pick again.

Numbers are only yours once payment completes. If your hold timed out, or someone bought a number a moment before you, you'll see a message and your remaining available numbers stay selected — just pick replacements for any that were taken and continue.

Yes. All card payments are processed securely by SumUp. Your card details are entered on SumUp's page and are never stored by ducky.

If a payment fails, is cancelled, or times out, no money is taken. Your numbers are usually still held for a short time — just tap Try payment again and you can pay for the same ducks without re-picking.

Confirmation is usually a few seconds. If it's taking longer, leave the page open a little longer — payments sometimes confirm in the background. If you've been charged but never saw a confirmation, contact us with the date and amount and we'll check your order.

Confirmation is usually a few seconds. If it's taking longer, leave the page open a little longer — payments sometimes confirm in the background. If you've been charged but never saw a confirmation, contact us with the date and amount and we'll check your order.

A failed or cancelled attempt takes no real payment — any "pending" amount your bank shows is a temporary authorisation that your bank releases automatically, usually within a few days. If you believe you were actually charged for an order you didn't receive, get in touch and include the date and amount.

First, check your spam or junk folder — confirmation emails sometimes land there. It's sent within a few minutes of a successful payment. If it still hasn't arrived after 15 minutes, get in touch using the contact link and we'll resend it.

Get in touch with the race details and the correct address and we'll make sure your receipt — and any winner notification — reaches you.

The organiser publishes results after the race, usually within about 30 minutes of race end. They'll appear on the race's results page.

Results are published on the race page after race day. If one of your numbers wins, you'll also get an email at the address you used at checkout. To claim a prize, follow the instructions in that email or contact the organiser.

Winner emails go to the address used at checkout, so check that inbox (and spam). If you still can't find it, contact the organiser of that race with your numbers and they can confirm.

Refunds aren't handled automatically in the app. If a race is cancelled, or there's a problem with your order, please use the contact us button or contact the race organiser.

Get in touch with the race organiser. Cancellations and any refunds are arranged directly with them.

Once every duck is claimed, the race is full. You can tap Notify me on the sold-out page to be emailed when the organiser opens their next race.

Each race is only open for a set period. If sales are closed or the race hasn't opened yet, you won't be able to pick numbers. Check the race page for timing.

We use your name, email and phone only to send your receipt and let you know if you win — we never sell or market to you. Card details are handled by SumUp and never reach ducky. See our Privacy notice for full detail, including how to request a copy or deletion of your data.