Help & contact us

1. 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 'My account'.
   • Select ‘Details & settings’.
   • From the list choose ‘Personal details’.
   • Select ‘EDIT’, make your changes and finally, ‘SAVE’.

2. 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.

3. I’ve forgotten my username and password

   If you have forgotten your username and/or password, or our website is telling you that the combination you have entered is wrong, don’t worry. 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.

   If all else fails, you can always:

   • Go to the ‘Sign in’ page.
   • Select ‘I have forgotten my password’.
   • Enter your email address.
   If the email address you've entered matches an account on national-lottery.co.uk, we will send you a link. 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.

4. Where can I find my tickets?

   It’s easy to view your tickets:

   • Sign in to your National Lottery account.
   • Select the link to your account on the menu.
   Make sure you’re on the ‘My games – Draw games’ page and you’ll see all the tickets you’ve bought within the last 180 days in draw date order. You can see your tickets by selecting the ticket number or the ‘View results’ link.

5. My account is suspended

   We need to speak to you to fix this. Please talk to one of our Customer Care Team now.

6. How do I claim a prize?

   Won a prize? Congratulations! Whether you played online or in-store, all the details on how to claim can be found on our How to claim page.

7. I’ve just opened an account. How do I buy tickets?

   First of all, welcome to The National Lottery. To buy tickets for our games, simply follow these steps:

   • Sign in to your account.
   • Choose your game from the ‘Play games’ menu.
   • Select your numbers, draws and weeks on the play slip.
   • Or, opt for a Lucky Dip random number selection.
   • Once you have made your selections, choose ‘Play’ and you will then need to check and confirm the details to buy your ticket. The ticket amount will be taken from your account balance and you’ll be sent a confirmation email with your ticket details.

1. 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:
   • 0:00 – Step 1: Go to national-lottery.co.uk or the National Lottery App
   • 0:13 – Step 2: Select open account & enter your details
   • 0:26 – Step 3: Create your password
   • 0:37 – Step 4: Select a security question
   • 0:45 – Step 5: Choose your preferences
   • 0:49 – Step 6: Set your deposit limit
   • 1:05 – Step 7: Read the Account Terms and Conditions
   • 1:16 – Step 8: Add funds
   • 2:03 – Recap

2. Age and identity verification during registration

   • During registration we will seek to match the details you provide with official data sources. 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.e. your bank, before trying again. You may wish to log out, wait, then sign in and try again in a few weeks’ time, once official data sources have had more time to be updated.
   • If you fail to register after multiple attempts, your registration will be unsuccessful.

1. How do I play Lotto?

   Playing the nation’s favourite lottery is easy peasy. Find out how to join the fun every Wednesday and Saturday at our 'About Lotto' page.

2. What is the Bonus Ball?

   People love the Bonus Ball because it offers a chance to win a bigger prize when you get 5 of the 6 main numbers. The Bonus Ball number is drawn straight after the 6 main balls, and by matching the Bonus Ball with your 5 numbers, you’ll win Lotto’s second biggest prize.

3. How do I play EuroMillions?

   The game with the biggest jackpots is thrilling to play and eagerly anticipated every Tuesday and Friday. To find out how to be part of it, visit 'About EuroMillions'.

4. How do I play Set For Life?

   Set For Life has a top prize of £10,000 every month for 30 years^Δ. Draws take place every Monday and Thursday. Learn how to give it a go at our 'About Set For Life' page.

5. How do I play Thunderball?

   Our £1 game is your best chance to win a £500,000 top prize. Draws take place every Tuesday, Wednesday, Friday and Saturday. Find out how it works by visiting our 'About Thunderball' page.

6. How do I play Lotto HotPicks?

   Lotto HotPicks is played every Wednesday and Saturday. It’s the game with fewer numbers and more prizes – and a cinch to play. For help with how to play this popular £1 game, take a look at our 'About Lotto HotPicks' page.

7. How do I play EuroMillions HotPicks?

   EuroMillions Hotpicks is the game with bigger prizes for fewer numbers. It can be played every Tuesday and Friday. For guidance on how to play, visit our 'About EuroMillions HotPicks' page.

8. How do I play Instant Win Games?

   There are Instant Win Games for everyone. Discover how to play, set limits and claim prizes with our short help video.

9. I’ve just opened an account. How do I buy tickets?

   First of all, welcome to The National Lottery. 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.
   • Once you have made your selections, choose ‘Play’ and you will then need to check and confirm the details to buy your ticket. The ticket amount will be taken from your account balance and you’ll be sent a confirmation email with your ticket details.

1. Where can I find the results?

   • On your desktop

     We have a page dedicated to giving all the latest draw games results. You can check your numbers or browse for the results you’re looking for. Take me to results.

   • On your phone or tablet

     There are Apple and Android apps for you to download to your mobile device. If you haven’t yet done this and would like to do so, please go to our Apps download page for more information.

   • QR code ticket scanning

     By downloading and using our app (Apple or Android) on your mobile device, you can scan the QR code printed on your tickets for instant results. You’ll get the numbers on all draw-based games and raffle codes.

   • Live draws

     You can view the live draws on the National Lottery website or YouTube channel. The winning Lotto numbers are also shown during an ad break on Saturday nights on ITV or STV if you live in Scotland.

   • At a retailer

     You can also ask any National Lottery retailer in a store to check a printed ticket for you.
   Please note: As of 4th November 2020 it is no longer possible to check results via the BBC Red Button.

2. Do you check my tickets?

   Yes, we do if you play online. We check all your numbers including the Raffle number and let you know by email when you win.

3. How do I use the results checker?

   In order to check your results for a specific game:

   1. Select 'Check results' or on mobile select 'RESULTS' for the game you wish to check.
   2. View the latest results or select 'Check my numbers' for the game you played.

   You will then be able to check draw results for the past week, for the last 30 days or up to the last 180 days.

   
   

4. What happens after the draw?

   After any National Lottery draw, results and our prize breakdown have to be confirmed by an independent adjudicator before we are able to make them publicly available.

1. What happens if my ticket is lost, stolen, destroyed or damaged?

   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.co.uk or posting it to us at:

   Player Services
   The National Lottery
   PO Box 287
   Tolpits Lane
   Watford WD18 9TT

   
   

   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:

   • Your name and address
   • The name and address of the shop where you purchased the ticket
   • Date and time of ticket purchase
   • Name of the game (e.g. EuroMillions/Lotto/Thunderball)
   • Number of lines and the selected numbers (or Lucky Dip)
   • Draw date/s (e.g. every Tuesday)
   • Date of potential winning draw
   • Any further information (e.g. what happened to the ticket)
   • If your ticket is damaged, you must also include the ticket with your letter, or attach a copy of the ticket to your email and retain the original
   
   

   If you don’t provide all of the compulsory information, we may not be able to process your claim or there may be a delay.

   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. Please see the Rules for Draw-Based Games Played at Retailers for further information.

1. What happens when my debit card expires?

   If you have money in your account and your debit card is due to expire, we will try to return all your money back to the bank account where the debit card is registered.

2. How do I change my debit card?

   You won't be able to change your debit card if you still have money in your account. Once your account balance reaches £0.00, you can update your debit card details online.

   1. Sign in to your National Lottery account.
   2. Select your account at the top right of the page or from the menu on mobile.
   3. Select 'Funds & payments'.
   4. Select 'Debit card details'.
   5. Select 'EDIT'.

3. Why am I having difficulty adding, using or changing my debit card?

   There could be a number of reasons why you are unable to change your debit card:

   • You have tickets still to be entered into draws
   • You have an unfinished Instant Win Game(s)
   • The balance in your account is too high
   • You have recently changed your debit card
   • You have an unclaimed prize waiting to be paid to your debit card

   Suggestion: Please access your National Lottery account to check if any of the above may apply and complete any required actions (e.g. finishing an Instant Win Game or withdrawing funds) before trying again. If you still require help, you can contact us on 0333 234 44 33.

   Alternatively, if you have checked the above suggestions and you are still unable to complete the action, it may be any of the following reasons unrelated to your National Lottery account:

   • Some new debit cards come with a gambling block set as default; please check with your bank to see if this has been applied to your debit card
   • The card you wish to add is a credit card
   • The card you wish to add is a business credit or debit card
   • The debit card you wish to add is being used on another person’s account

   Suggestion: Please try a different personal debit card or contact your bank directly to resolve the issue.

4. How do I remove funds?

   If you wish to transfer money from your National Lottery account back to your bank account:

   1. Sign in to your National Lottery account at the top right of the page or from the menu on mobile.
   2. Select 'Withdraw funds' from the menu.
   3. Enter the amount.
   4. Enter your password.
   5. Select 'SUBMIT'.

   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.

1. How do I amend my Direct Debit play slips?

   If you wish 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 be entered into draws as long as you have funds remaining on that slip, at which point your new play slip will take over without you missing any draws.

2. How do I change my bank details?

   If you want to change your registered bank account using its Current Account Switch Service, please contact your bank directly. If your bank does not offer this service, please contact us by phone on the number in the Contact Us section below, and we will be happy to help.

3. Where can I view my Direct Debit play slips and payments?

   To view all your play slips and payment details, simply:

   1. Sign in to your National Lottery account.
   2. Select your account near the top of the page or from the menu on mobile.
   3. Select 'Funds & payments'.
   4. Select 'Direct Debit details'.

4. How do I set up a Direct Debit?

   To set up a Direct Debit with Lotto, EuroMillions or Thunderball, you need to sign into your account or set one up. 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.

1. How do I play my Scratchcard?

   We offer a range of Scratchcards, all very different. To find details on how to play a specific game, go to our Scratchcards page.

2. How do I know if I’ve won a prize?

   To check if you’ve won a prize on your Scratchcard, please take it to your nearest National Lottery store or shop. They’ll check it for you. You can find details of all the games, how to win and prize amounts at our Scratchcards page.

3. My Scratchcard is damaged; can I still claim?

   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.

   The National Lottery
   Prize Payout Department
   PO Box 287
   Watford
   WD18 9TT
   

   There is a 180 day claim period. Provided that we receive your letter and ticket within that period, we will be pleased to assess and validate your claim.

1. Where can I find information about playing in-store?

   If you buy tickets or scratchcards from your local National Lottery store, we have a few useful and important documents that you might want to read:
   • Players' Guide
   • Rules for Draw-Based games played at retailers
   • EuroMillions and UK Millionaire Maker retail game procedures
   • Rules for Scratchcard games
   • Code of Practice on top prize management

2. What happens in-store if I win a prize?

   When you give your winning ticket or Scratchcard to a shop assistant, you should notice that the terminal (except till-point and handheld terminals at Scratchcard-only retailers) will make a distinctive sound. They must also give you a Win Receipt for each winning ticket. When you receive your prize, they will need to keep your ticket. If they cannot pay your prize, they should return the ticket along with a Win Receipt. Please read more information about how to claim.

1. I have matched 2 numbers on my Lotto ticket. Why wasn’t the retailer able to print my free Lotto Lucky Dip Ticket?

   If this happened to you, we’re sorry. Sometimes, a retailer’s printing device can experience an error which stops it printing. Unfortunately, this can impact on the printing of National Lottery tickets, including free Lotto Lucky Dip tickets.

2. Why can’t the retailer just re-print the ticket?

   For security and technical reasons, unfortunately retailers can’t cancel and reissue prizes. As a Lotto free Lucky Dip ticket is a prize, on those rare occasions that an error stops it being printed, the retailer can’t cancel and reissue the ticket. Rest assured, your free Lotto Lucky Dip ticket will still be entered into the draw that you had requested, and if you keep the original Lotto ticket and contact us, we can track the free Lucky Dip ticket to see if it was a winner.

3. I’m worried that I’ve missed out on a win. How can I check if my Lucky Dip ticket was a winner?

   Don’t worry. In accordance with Lotto Rules and Procedures, you have 180 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.co.uk

   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. We recommend using a tracked postal service as postal claims are made entirely at your own risk and Camelot accepts no liability for Tickets, Prize Claim Forms and/or any other accompanying documents that may be lost, damaged or delayed in the post.

4. How long will it take for my ticket to be tracked to see if it is a winner?

   Once our Player Services team receives your original ticket, they will check it to confirm that it was a match 2 winner and whether the free Lotto Lucky Dip ticket was a winning ticket too. We will get back to you within 20 working days, and details of any further wins will be sent by post or email, according to your wishes.

5. Would it not be quicker to give you the details of my ticket over the phone?

   We like to be thorough and so the original winning Lotto ticket must be presented to Camelot. The quickest method of tracking the ticket to see if it is a winner, is to email us as at lostticketnotice@camelotgroup.co.uk We will be in touch as soon as we can to update you on the ticket’s status (usually within 20 working days).

6. If I have won, how will I receive my prize?

   If it’s up to £50,000 you’ll be paid by cheque. Should you be lucky enough to win more than this, we’ll contact you to make the necessary arrangements.

You can opt out of app and web push notifications and marketing emails from The National Lottery at any time.

1. App push notifications

   To stop receiving app push notifications on your mobile device, go to the ‘Settings’ section of your device and disable notifications from The National Lottery app.

2. Web push notifications

   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. Select https://National-Lottery:443 and change the opt-in status from Allow to Block.

   You can also block web notifications before they arrive on-screen. The method depends on the device and browser version you’re using:

   From Chrome desktop

   • Go to Chrome Settings in the top right of your browser
   • Scroll down to the bottom of the page and select Advanced
   • In the Privacy and security section, click Content settings
   • Click Notifications
   • Select https://National-Lottery:443 and change the opt-in status from 'Allow' to 'Block

   For more guidance, go to Chrome Help.

   From Firefox desktop

   • Go to Menu in the top right of your browser
   • Select Options
   • In the Privacy & Security panel, go to the Permissions section
   • Click the Settings button next to Notifications
   • Select https://National-Lottery:443 and click 'Remove website'

   For more guidance, go to Firefox Help.

   From Android mobile – Chrome browser

   • Open your Chrome browser and select 'Settings' and then 'Site settings'
   • Select Notifications
   • Select https://National-Lottery:443
   • Select notifications and change the opt-in status from 'Allow' to 'Block'

   For more guidance, go to Android Help.

   From Android mobile – Firefox browser

   • Open your Firefox browser
   • Tap the lock icon to the left of the site's URL
   • Tap 'Edit Site Settings'
   • Uncheck the box next to 'Notifications', then tap 'Clear'

3. Marketing emails

   To stop receiving marketing by email, either:
   • Click 'unsubscribe' in any email communication we send you; or
   • Login to your National Lottery account, visit Email preferences, and untick all of the email categories.

1. Why am I being asked to verify my email address?

   Email verification helps us ensure we have the correct email address if we need to contact you, and improves your account security.

2. When did you start verifying email addresses?

   We added this new feature on 23rd April 2020.

3. What happens if I don't verify my email address?

   You'll still be able to play as normal. However, if we have the incorrect email address, you'll not be able to reset your password online. It may also prevent us from contacting you in the future, which includes notifying you of a win. That's why we strongly recommend you verify your email address.

4. I haven't received my verification email – now what?

   Don’t worry, there’s probably a simple explanation.
   • First, check your spam folder – it may be there
   • Check if the email associated with your account is correct
   • If you recently clicked ‘send me a new verification email’, check your inbox again after 10 minutes
   If none of the above solves the issue, please contact our Customer Services team on 0333 234 44 33.

5. Can you send me another link if it's expired?

   Yes. Just click on the link in the original email sent. If the link has expired you’ll be asked if you’d like to request a new one.

   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.

   After 6 months, the link in the email first sent will no longer allow you to request a new verification link and you’ll have missed the chance to verify your account.

   You can always update the email address associated with the account and ensure it’s correct via your National Lottery account on the website.

6. I used to have an account which I closed, and didn't have to do this then. Why am I being asked to do it now?

   We’re doing this now to improve your account security. It also ensures we have your correct email address if we need to contact you.

7. Why has my verification failed?

   There could be a few reasons:
   • 1. The link has expired, but don’t worry, you can request a new one.
   • 2. If the email address associated with the account has been changed, you won't be able to verify the account with the old email address.
   • 3. If the account was opened more than 6 months ago, the verification will no longer work.
   • 4. If you have requested a new email and then tried to verify the link from an older email, it won't work. You must click on the verification link in the most recent verification email you have.

1. Help with updating The National Lottery app

   Why have you locked my app version?

   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.

   Why do you lock older versions of the app?

   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.

   Why can’t I update my app?

   If your device is running on Android 4.4 (KitKat), unfortunately newer versions of the app will no longer work. To check what version you have on your phone, go to: Settings/About phone/.

   I have an Android device running on OS 4.4 (KitKat) – why can I not update my National Lottery App?

   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 4.4 (KitKat)?

   For security reasons, we advise all our Android users running KitKat OS to upgrade to the latest version of the operating system - Android 10.0. 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. On your phone, go to: Settings/Software Update/.

   Will I still be able to scan my tickets?

   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

   If I can’t upgrade my app, can I still play National Lottery games on my smartphone?

   Yes, you can still play on the website using your phone, and it’s easy to add it as a shortcut on your home screen.

   1. Go to our website using your web browser (e.g. Chrome).

   2. In the top right where there are 3 vertical dots, tap and scroll down to ‘Add to Home Screen’.

   3. The National Lottery icon will appear on your home screen and you can play and check results as normal there.

2. Information about the latest app version

   Why are the games on the app different to on the website?

   We have had to create separate lists of games for the app and web for technical reasons.

   How do I finish a game on the app that I previously started on the app?

   You can access unfinished games through the ‘My games’ section of your National Lottery account or via your transaction history. If the game is no longer available, or you haven’t completed it within 24 hours of buying it, we will auto-complete the game on your behalf.

   How do I finish a game that I previously started on the website on the app?

   You’ll be presented with a message that you have an unfinished game if you choose to play a new game, through the ‘My games’ section of your National Lottery account or in your transaction history. 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.

   I can't update the app as my iPhone is running on an old version of iOS, and I don't want to update the iOS version

   Unfortunately, you will need to update your iOS in order to download our latest app.

   What version of iOS/Android must I have to use the new App version?

   To run the latest version of our app, you will require a minimum of Android 5.0 and iOS 9.0

   How do I check what version of the software I am using?

   iOS users: Go to Settings > General > About

   Android users: Go to Settings > About Phone > Software Information (this may vary depending on your device make – Samsung example given.)

   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 get the most out of the app, we recommend having around 180 MB available for iOS and 120 MB for Android.

   Why would you change the old version, it worked just fine?

   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.

   What’s different about the new version that makes it better than the old one?

   Having the latest version ensures you are getting the best possible experience. As we update our app, it means that older apps become obsolete. Please give it a try and share your thoughts with us.

   Can I use the internet on my phone instead?

   Yes, you can access our website through your phone, but will not be able to scan your paper tickets from there.

3. Playing new Instant Win Games via the app - with effect from 11th August 2020

   Why am I being asked to download something else within the app?

   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.

   Android users:

   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:

   

   iOS (iPhone) users:

   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. I was asked to download something, but I said ‘No’. 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 used an Android device and selected “No Thanks”, you would have then seen a second prompt, confirming whether you would like to download the animation or not. 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?

   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 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.

1. What is GAMSTOP?

   GAMSTOP is a free service to self-exclude from online gambling websites and apps run by companies licensed in Great Britain for the period of time that you choose. To find out more and register, visit www.gamstop.co.uk.

2. I’ve registered with GAMSTOP; why am I still able to log in to my National Lottery account?

   If you register with GAMSTOP to self-exclude, you will be excluded from buying National Lottery Instant Win Games. You will still be able to buy Draw-Based Games and so can still to log in to your National Lottery account. Please note it can take up to 12 hours for your GAMSTOP self-exclusion to become effective. If you would like to exclude yourself from all National Lottery games, and with immediate effect, you can do so by choosing one of the 'Take a break' options via the spend and play settings in your National Lottery account, or by contacting us on 0333 234 4433. (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).

On 31st December 2020, the United Kingdom left the European Union. This means that you can no longer use the European Commission’s Online Dispute Resolution (ODR) platform to refer your complaint to Camelot’s alternative dispute resolution (ADR) provider. 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.cedr.com).

1. How do I inform The National Lottery that an online account holder has passed away?

   We know this can be a difficult time, so we'll do everything we can to help you make the process as quick and easy as possible. There are a couple of ways you can contact us:

   Email:

   The easiest way is to download and print a copy of our form. Once you have completed it, please return it either as a scanned document or photo, together with a copy or scan of the Fact of Death or Deceased Certificate, by email to: bereavement@national-lottery.co.uk

   Once we have received these documents, we will write to you and let you know if any funds or unpaid prizes remain on The National Lottery account. Please note, if the amount is greater than £300, we will require an original or certified Grant of Probate or Will naming the Executor of the estate (this may be a solicitors firm if named).

   Call:

   If you prefer, you can call us on 0333 234 44 33 and ask for a form. Our lines are open Monday - Saturday from 8am to 8pm and from 9am to 5pm on Sundays.

   (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.)

   We will post you a form to complete and send back to us.

   You’ll also need to send a copy of the Fact of Death or Death Certificate when you return the completed form to us. Alternatively, you can take a photo or scan of the completed form and send it to: bereavement@national-lottery.co.uk together with the supporting documents. Any original documents will be returned to you by Royal Mail recorded delivery.

2. How long does it take?

   Once we have received the completed form and supporting documents, we will let you know if any funds or unclaimed prizes remain on the account. We aim to do this in a timely manner.

   If any money is due, a cheque will be sent to you for any outstanding funds by recorded delivery.

   For funds and/or unclaimed prizes above £300 we will require the original form, coupled with an original or certified Grant of Probate to evidence the beneficiary details, Death Certificate or Will, detailing the named administrator.

3. Can I have a list of the regular numbers played?

   We can provide you with the regular direct debit numbers played on the account prior to closure. Just tick the box on the form provided for ‘Account Information Request’, and we will send these to you.

4. Will you cancel the Direct Debit ?

   Yes, once we have received the completed form and supporting documents either by post or email, we will close The National Lottery account. If there is a Direct Debit on the account, it may be quicker to inform the bank to cancel this. Alternatively, we will close it during the Account Closure Process.

   If the Direct Debit is active at time of notification, we will cancel the Direct Debit and stop future tickets from being purchased. Those tickets that have already been purchased will continue to play in the upcoming draws. The remaining Direct Debit balance and any prizes will be returned to the beneficiary.

5. Can I change the National Lottery account into my name?

   National Lottery accounts are not transferable as set out in the Account Terms that were agreed to when the account was opened. You can, however, open your own National Lottery account here or by downloading the National Lottery app.

6. I have sent the form back to you and haven't heard anything yet

   We are sorry that you haven't heard back from us. Please email bereavement@national-lottery.co.uk and one of our team will be pleased to look into the delay.

7. What will happen to any funds in the account?

   We will let you know if there are any funds due or any outstanding prizes. Amounts below £300 (including unpaid prizes) will not require any further documents.

   For balances above £300 (including unpaid prizes), we require an original or certified Grant of Probate to evidence the beneficiary details, or an original Will with the named administrator.

   Please note that for amounts of £300 or more, this may take longer to process.

   All original documents will be returned to you by Royal Mail’s recorded delivery service.

1. When can I purchase a ticket and play an Instant Win Game?

   All draw-based games close promptly at 7.30pm on draw days and 11pm on non-draw days and re-open at 8am the following day.

   The EuroMillions game re-opens at 9pm until 11pm every Tuesday and Friday. EuroMillions tickets purchased after the 7.30pm draw break will be automatically entered into the next draw.

   All game play, including Instant Win Games are suspended at 02:00 am Monday to Friday, and at 01:00 am on Saturday and Sunday. 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.

2. Can I access my account overseas?

   To be able to log into your National Lottery Account you need to be in the UK or Isle of Man.

3. Why can’t I finish my Instant Win Game?

   You can play Instant Win Games on mobile or tablet devices on the following operating systems and browsers: Apple devices on iOS 6.1.3 operating system and above, using a Safari or Chrome v30 browser or above. iPhone 4 is not supported. Android devices on Android 4.0 operating system and above, using a Chrome v30 browser or above.

   To ensure you get the best experience, if your device doesn’t meet the above system requirements you won't be able to view the animation when playing a game. You can still buy the game but will be taken straight to the game outcome screen.