If you would like the changes to start from the beginning of the next period, you will need to update your Account at least four working days prior to your collection date. Once you have deleted your old play slip, you can then add a new play slip to your Direct Debit subscription by selecting your preferred game from the top menu on our website.
Sorry, but for the complete game experience, Instant Win Games only work on Apple and Android devices using the following browsers:.
Apple devices using iOS 6. You can still buy the game and see the result but unfortunately, without the game play. Subject to the residency requirement, entries into games you purchased before leaving the UK or IOM will not be affected, however you will not be entitled to claim any prizes associated with entries purchased whilst you are outside the UK or IOM.
You can however play in store at one of our retail outlets, although in the event of winning a prize you will be required to return to the UK to claim. We determine residency by considering whether someone has been physically located in the UK or IOM for more than days in the previous 12 months.
You can now sign in using your email address instead of your username. If you've forgotten your password, we can easily send you a link to reset it. We need to speak to you to fix this. Please talk to one of our Customer Care Team now. First of all, welcome to The National Lottery. To buy tickets for our games, simply follow these steps:.
In order to now buy tickets for our games, simply follow these steps:. You will then be able to check draw results for the past week, for the last 30 days or up to the last days. If you believe you had a winning ticket for one of our draw-based games which has been lost, stolen, destroyed or damaged, you must notify us and we must receive your notification by 5pm on the 30th day after the date of the relevant draw.
You can do so by downloading and completing a Lost, Stolen, Destroyed or Damaged ticket search form here , and emailing the completed form to lostticketnotice national-lottery. If you are unable to print the form, you can email us or write to us at the addresses stated above. Your email or letter must include the following information:. On receiving your completed form or other acceptable notification , we may then investigate and consider the validity of your claim at our discretion.
If you believe you have a claim, but have not provided us with written notice within thirty 30 days of the relevant draw date, your claim may not be considered. You won't be able to change your debit card if you still have money in your account.
Our advice is to contact our Customer Care team. You can find different ways to do this by going to our Contact us page. Once removed, the transfer will be made via the debit card registered on your National Lottery account.
It can take 3 to 5 working days for the money to be credited to your bank account. A Direct Debit is easy to set up and should only take a few minutes to complete. All you need is a bank account number and sort code - leave the rest to us. To find out more, go to our Direct Debit page. Or, if you want to start the process immediately, go to Play games and set up your Direct Debit when completing your play slip.
If you are unable to claim your prize because your Scratchcard is damaged, please send it to the address below and enclose a signed covering letter which includes your address, telephone number and the details of what happened if you tried to collect your prize in a store.
There is a day claim period. Provided that we receive your letter and ticket within that period, we will be pleased to assess and validate your claim. In accordance with Lotto Rules and Procedures, you have days to contact us in one of two ways:. Email — Simply sign the back of your original ticket and email a photo or scanned image of both sides of the ticket along with your contact details to our Player Services team at: lostticketnotice camelotgroup.
Letter — Sign the back of your original ticket and send it with your contact details by post to our Player Services team at the address below. You can opt out of app and web push notifications and marketing emails from The National Lottery at any time. Web notifications appear on your screen while browsing.
They carry messages we think you may be interested in, such as jackpot rollovers, game updates or news of winners in your area. If you are currently receiving these kind of push notifications on your browser and wish to unsubscribe, please follow the steps below:. Each notification has a cog symbol, which when clicked on will open your notification settings in your browser.
You can also block web notifications before they arrive on-screen. For more guidance, go to Chrome Help. For more guidance, go to Firefox Help. For more guidance, go to Android Help. Just click on the link in the original email sent.
If you have not verified your account after 8 days, you will be sent a reminder in your National Lottery account messages.
This will also give you the chance to request a new verification email. We continue to develop our apps to improve user experience, fix bugs and performance issues and also to maintain the levels of security and integrity needed. It is common practice to update apps and, unfortunately, some older operating systems do not have the data capacity to keep pace with developments.
With technology moving at a fast pace, we need to ensure our app stays at a high standard with an enhanced experience. We are also required to maintain high levels of security and integrity. For this reason, we have to make updates that result in some older operating systems no longer being compatible with our app. If your device is running on Android 4. I have an Android device running on OS 4.
With new devices coming out each year, it can be hard to keep up with the speed at which technology advances. Google stopped supporting the KitKat OS version some time ago, but we continued to offer a version of The National Lottery App for those Android users running this edition of the operating system.
This means that there have been no updates for this version of the operating system, including some critical security fixes. So, in order to protect our Android users, we've had to make the decision to stop supporting the KitKat OS. This means The National Lottery App will no longer work for devices running on this operating system.
What do I need to do if I want to continue using the app but have an Android device running on 4. For security reasons, we advise all our Android users running KitKat OS to upgrade to the latest version of the operating system - Android By doing this, you'll ensure you have the best security and also have access to all the latest updates and features - giving you the best experience of The National Lottery App.
Please check your device to find out which operating system you can upgrade to. Unfortunately, if you are unable to update to the latest version of The National Lottery App, there is no ability to scan tickets through the website. Please use our results section on the website. The National Lottery icon will appear on your home screen and you can play and check results as normal there.
You can click the button to auto-complete the game which will display the outcome of the game but without the animation. If you want to see the animated game, you will have to play the game on the website within 24 hours from purchase.
I only use the scanner to check my tickets, do I need to upgrade? Why do I need to upgrade? We always advise updating to our latest app to ensure we can give you the best experience of playing, managing your account and checking results. When trying to load the new version it just gets stuck and a loading circle just appears. It sounds like a problem with your internet connection.
Our app requires the internet to work, so please check your internet connection. How much memory do I need free on my device to install the new app Android or iOS? With our app now having a better Instant Win Game experience, the amount of space you may need will vary.
To ensure you are getting the best experience, we are continuously updating our app. This does mean that older apps become obsolete. Please give it a try and share your thoughts with us.
Having the latest version ensures you are getting the best possible experience. As we update our app, it means that older apps become obsolete. Yes, you can access our website through your phone, but will not be able to scan your paper tickets from there.
If you wish to play Instant Win Games in the app, you may on occasion need to download a feature in order to play the game with full animation.
You will only need to download the feature once for each new game you want to play. If you are an Android user, having chosen the game, if you are required to download the feature to play the game fully, you will be presented with a series of screen prompts to guide you:. If you use an iOS device, any features required to play the game will automatically download once you have bought the game, and you will only be presented with the download progress screen, as seen below:.
I have been charged for a game even though I did not get to play it. Can I have a refund please? After choosing and buying a game, you would have been prompted to download the feature which enables the full animation for the game. If you chose not to download again, the game will have been played out for you but without the animation, going straight to the outcome. Unfortunately, it will not be possible to refund you at this point. I want to play an Instant Win Game in the app, why am I being prompted to upgrade?
For this reason, we have to launch updated versions of our app from time to time. Unfortunately this does mean that some older operating systems are no longer compatible with the latest version of The National Lottery app. However, if you would wish to raise a dispute you can still contact our ADR provider, the Centre for Effective Dispute Resolution, directly at www.
All draw-based games close promptly at 7. The EuroMillions game re-opens at 9pm until 11pm every Tuesday and Friday. EuroMillions tickets purchased after the 7. During periods when our website is unavailable, we carry out essential maintenance such as the processing of draw information and wins from all National Lottery draw-based games.
You can play Instant Win Games on mobile or tablet devices on the following operating systems and browsers: Apple devices on iOS 6. Android devices on Android 4. You can still buy the game but will be taken straight to the game outcome screen. Calls cost no more than calls to 01 and 02 numbers. If your phone tariff offers inclusive calls to landlines, calls to 03 numbers will be included on the same basis.
If you are hearing impaired and have a Minicom device, please contact us on at the following times:. If you suspect that a retailer is selling National Lottery tickets to anyone under 18, you can report them by calling Skip to content Skip to footer. Help is at hand. Top questions. Why have I seen a duplicate animation on an Instant Win Game?
What is the correct procedure to delete or edit my play slips Direct Debit? How do I amend my Direct Debit play slips? If you'd like to change your numbers, draw days, add or remove lines once your Direct Debit has been set up, just delete your play slip and create a new one.
The deleted play slip will still run until the end of the payment month, at which point your new play slip will take over without you missing any draws. You have an unfinished Instant Win Game. You have an unclaimed prize waiting to be paid to your card. You recently changed your debit card. Please wait for your tickets to be entered, finish your game or claim your prize before changing your card. If you recently changed your card, and want to change it again, please try again later.
Sorry, but for the complete game experience, Instant Win Games only work on Apple and Android devices using the following browsers: Apple devices using iOS 6. Android devices using Android 4. Do you check my tickets? Yes, we certainly do if you play online. We check all your numbers including any raffle numbers.
How do I claim my prize? Won a prize? Whether you played online or in-store, all the details can be found on our How to claim page. How do I buy tickets? In order to now buy tickets for our games, simply follow these steps: Sign in to your account. Choose your game from the 'Play Games' menu. Choose your numbers, draws and weeks on the play slip. Or, opt for a Lucky Dip random number selection.
Help with your account. How do I change my personal details? In order to amend your name, address, telephone number or email address, simply: Sign in to your National Lottery account. Select the link to your account on the menu.
Why is it helpful to add and regularly maintain my contact information such as telephone number and email address? We may need to contact you about a win, your account or return a call to you. Whenever you update your contact information we will send you an email confirming those changes have been made.
In the event you have received an email about changes which you have not made to your account, please contact our team ASAP so this can be investigated further. Details on how to contact us are below. Enter your email address. If the email address you've entered matches an account on national-lottery. Select the link to reset your password — it is valid for 24 hours.
If you don't see the email in your inbox, please check your junk mail folder. Where can I find my tickets? My account is suspended We need to speak to you to fix this.
How do I claim a prize? Whether you played online or in-store, all the details on how to claim can be found on our How to claim page. To buy tickets for our games, simply follow these steps: Sign in to your account. Select your numbers, draws and weeks on the play slip. Help opening a National Lottery account. Help opening a National Lottery account If you're looking to open a National Lottery account, take a look at our helpful step-by-step video.
Should you need help with a particular step then jump to the time code below: — Step 1: Go to national-lottery. If we cannot verify your details are correct, you will not be able to register. You will have a chance to check and update your details if we cannot initially verify them. Make sure you use your full and proper names, not nicknames, and check your date of birth is correct. If you have recently moved house, make sure you have updated your address with official sources, i. The National Lottery app issues have hit as time is running out to purchase a ticket for tonight's EuroMillions draw.
Anyone looking to purchase their ticket to be in with a shot of clinching that huge EuroMillions jackpot only have till 7. As always, to scoop the EuroMillions jackpot your ticket will need to have the five main numbers from the draw plus two lucky stars. EE confirms EU roaming charges are returning and the price is a shock Windows 11 unmasked with new Start Menu, faster speeds, and more. National Lottery outlines funding for good causes in advert. O2 brings back EU data roaming charges and customers are furious.
Each ticket will also enter you into the UK Millionaire maker game. So even if your numbers don't come up you still have another route to a potential fortune. More to follow Android is crashing with no explanation and phone owners are furious 'Google keeps stopping' How to fix the infuriating Android crash bug Biggest Samsung Galaxy Watch update in years to be announced next week.
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