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Help & contact us

Help is at hand

Due to the COVID-19 outbreak, we have seen a significant increase in postal claims which are taking us a little longer to process than usual. Please bear with us during this difficult time. Should you wish to check your Draw-Based tickets please refer to the ‘Help with checking results’ section below. Take me to results.

Top questions

Why have I seen a duplicate animation on an Instant Win Game?

Once an Instant Win Game is purchased, a unique ticket number is produced, along with a randomly allocated animation. This animation matches a pre-determined outcome for the game. When a game outcome and animation is displayed for an Instant Win Game, it is not removed from the range of animations, and is still available to be selected again.

We create a variety of animations for each prize tier and therefore the likelihood of playing the same animation in succession is very low. It is, however, still possible because of the random nature of the random ticket generator.

We do not record the animations that you have previously seen, as this would not make the selection truly random.

What is the correct procedure to delete or edit my play slips (Direct Debit)?

The current/old play slip will then run until the end of the payment month. 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.

How do I amend my Direct Debit play slips?

Why can’t I change my debit card?

Why can’t I finish my Instant Win Game?

Unfortunately, there’s probably an issue with your browser or the device you’re playing on. 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 6.1.3 and above, with a Safari or Chrome browser. (iPhone 4 is not supported.)

Android devices using Android 4.0 and above, with a Chrome browser.

If your device doesn’t meet the above system requirements you won’t be able to get the full viewing experience. You can still buy the game and see the result but unfortunately, without the game play.

Do you check my tickets?

How do I claim my prize?

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

Can I play if I’m not in the UK or Isle of Man?

You are not permitted to purchase entries into National Lottery games whilst situated outside of the UK or IOM. 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.

If you set up a Direct Debit before leaving the UK and are still a UK or IOM resident these tickets will still be valid.

If you are not a resident of the UK or IOM, you are not eligible to play The National Lottery on-line or on the app, even when you are visiting the UK or IOM. The National Lottery website uses Experian to perform an E-identity check to ensure players are UK or IOM residents. 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 183 days in the previous 12 months.

Help with your account

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.

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.

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.
  • Select ‘Manage my account’.
  • From the list choose ‘Personal details’.
  • Select ‘EDIT’, make your changes and finally, ‘SAVE’.

My account is suspended

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

How do I claim a prize?

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.

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

Help playing games

How do I play Lotto?

What is the Bonus Ball?

How do I play EuroMillions?

How do I play Set For Life?

How do I play Thunderball?

How do I play Lotto HotPicks?

How do I play EuroMillions HotPicks?

How do I play Instant Win Games?

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.

Help with checking results

Where can I find the results?

On your desktop
On your phone or tablet
QR code ticket scanning
Live draws
At a retailer

Do you check my tickets?

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.

What happens after the draw?

Lost or damaged tickets?

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 [email protected] 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.

Help with your debit card

What happens when my debit card expires?

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 the ‘Manage my account’ tab.
  4. Select ‘Debit card details’.
  5. Select ‘EDIT’.

Why can’t I change 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.
  • You’ve recently changed your debit card.
  • You’ve got an unclaimed prize waiting to be paid to your card.
  • The card you wish to add is being used on another person’s 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.

How do I remove funds?

If you wish to transfer money from your account back to your bank account.

  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 the ‘Manage my account’ tab.
  4. Select ‘Add and withdraw funds’.
  5. Select ‘WITHDRAW FUNDS’.
  6. Enter the amount.
  7. Enter your password.
  8. 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.

Help with Direct Debit

How do I amend my Direct Debit play slips?

How do I change my bank details?

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 ‘Manage my account’.
  4. Select ‘Direct Debit Details’.

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.

Help playing Scratchcards

How do I play my Scratchcard?

How do I know if I’ve won a prize?

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.

Help playing in-store

Where can I find information about playing in-store?

What happens in-store if I win a prize?

Information about playing via Pingit

Please note: From the 18th February 2021, you will no longer be able to purchase National Lottery tickets using the Barclays Pingit app. To continue playing online, we would recommend that you open an account with The National Lottery, ahead of this service being removed.

Why is Barclays Pingit being removed and when?

Can I still play up to that date via the Pingit app?

What happens if I’ve already bought tickets for draws on or after 18th February 2021?

Where will my prizes go?

I have issues with my Barclays account or Pingit app

Will my spend limits change when I open a National Lottery Account?

How can I purchase National Lottery tickets?

You can purchase National Lottery tickets via the National Lottery website, the National Lottery app, or in one of our 44,000 retail outlets.

If you wish to continue playing online, you will need to set up a National Lottery account if you haven’t got one already. This can be done by going to www.national-lottery.co.uk or the National Lottery app. Please note that players must be 16 or over and physically located in the UK or Isle of Man.

A step by step guide to opening an account with The National Lottery:

  • Go to national-lottery.co.uk or open the National Lottery app
  • Select ‘Open account’ and enter your details
  • Create your password
  • Select a security question
  • Choose your preferences
  • Set your deposit limit
  • Read the Account Terms
  • Add funds

How can I see tickets I’ve bought using Pingit?

Each time you buy a ticket using Pingit, we’ll send you a confirmation email showing your ticket details. You can also view these tickets in your Pingit transaction history.

We can also add any tickets you buy using Pingit to your National Lottery account, so you can view your tickets online, anytime and see how your numbers did when the results come in. Just click the link in your ticket confirmation email to sign in to your National Lottery account, or open an account.

You’ll only need to do this once – we’ll then add any tickets you’ve already bought using Pingit, and any you buy in the future, to your National Lottery account history.

How do I claim my win?

If you win £50,000 or below you will receive an email from us informing you that you have won, and you will receive an SMS from Pingit confirming that the payment has been made directly to your Pingit Account.

For wins over £50,000 and non-cash prizes, you will receive an email to inform you that you have won and will need to call us on 0333 234 44 33 ∞ to claim your prize.

How do I change my spend limit?

There is a spend limit of £350 in any 7 day period. If you would like to adjust that limit, you can call us on 0333 234 44 33 ∞ . Alternatively you can follow the link included in your purchase confirmation email and adjust the limit yourself. Before you can access this area, you will need to confirm some of your personal details. We give you this option so that you can be in control of your spending and play.

Please note that if you already have an existing National Lottery account, all transactions across your National Lottery account and Pingit will count towards your 7 day spend limit.

I have forgotten my 5-digit Pingit passcode.

Where can I view the National Lottery Pingit User Account Terms?

Help with Lotto Match 2 tickets

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

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

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: [email protected]

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.

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

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

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

Unsubscribing from 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.

From the notification message

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

Help with verifying your email

Why am I being asked to verify my email address?

When did you start verifying email addresses?

What happens if I don’t verify my email address?

I haven’t received my verification email – now what?

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.

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?

Why has my verification failed?

Help with The National Lottery app

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.

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.

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.

How to contact The National Lottery via post, phone or chat. Find help and support, answers to most frequently asked questions, and how to complain.

Can I close my account and delete my information?

You are always welcome to close your account and delete your information, in accordance with GDPR regulations.

So we’ve made this very easy for you to do so, just follow the instructions below:

  • Step 1) Log in to the member’s area
  • Step 2) Click accounts in the Menu panel and select the preference tab
  • Step 3) Click the last link where it says ” If you want to exercise further rights under GDPR rules please click here “.

Below we have detailed images that will show you how you can close your account and delete any information we hold.

Step 1: Once you are logged into your account, you will need to go onto your tickets page by clicking Account in the menu panel.

Step 2: On the accounts page, you will need to click Preferences .

Step 3: You can now click ‘Close my account’ and confirm by clicking ‘Send request’. Once we have received your request please give this up to 24 hours to be processed. This will close your account and stop any active syndicates. However, it will NOT wipe your information from our database.

Please Note:

You can click of ‘Other options’ to totally wipe your information from our database via your GDPR rights but this is irreversible.

Then, just press the green button that says ‘ Send request ’.

You are always welcome to close your account and delete your information, in accordance with GDPR regulations. So we’ve made this very… ]]>