We think you're outside the UK and Isle of Man

Here are some frequently asked questions that will assist you.

I am not currently accessing the website from outside of the UK and Isle of Man but it's saying I'm blocked — how can I continue?

Sometimes even though you are physically in the UK or Isle of Man, it's possible that our location software may determine you're not and this may prevent you from accessing your National Lottery Account. Generally our method for checking your location is entirely accurate. However, on occasions, individual cases do have to be addressed on a case-by-case basis.

Our location software recognises Internet Protocol addresses (IP addresses) that are used by UK-based Internet Service Providers (ISPs). If you are accessing from your own device and your address isn't recognised by our software, you will need to contact your ISP as only the ISP can register your address as being situated in the UK or Isle of Man. Our location software uses a database of UK and Isle of Man addresses which is updated frequently from data provided by ISPs. However any changes made by your ISP will not have immediate effect. You would need to wait until the next server refresh in order to be able to gain access. Server refreshes typically take place on a monthly basis.

Alternatively, you may be experiencing similar problems if you are attempting to access from a company device which routes its internet traffic through servers which are based outside of the UK or Isle of Man. This is because it is not possible in this situation to distinguish which users within an organisation are within the UK or the Isle of Man and which are outside. Should this occur you should raise the matter with your company or organisation.

I'm an AOL user. Why am I having problems accessing my National Lottery Account?

If you use AOL as your Internet Service Provider and are having difficulties accessing your National Lottery Account from within the UK or Isle of Man, AOL has advised that upgrading to its latest software should resolve this problem. For more information on how to update your software, please visit: www.help.aol.co.uk

If you continue to experience problems or have any further questions related to upgrading your AOL software, we suggest that you contact AOL directly.

Please remember that you must be physically located in the UK or Isle of Man to access your Account and play National Lottery games and that, if you do not meet these requirements, any ticket purchases you make will be declared invalid and no prizes paid, and we will have the right to reclaim any prizes already paid under these circumstances.

I'm unable to access my Account, how do I get my funds back?

Please contact our Interactive Customer Care Team on 0845 278 8000 who will be more than happy to assist you with the retrieval of your funds.

I am outside of the UK and Isle of Man and I want to play National Lottery games online or by text — what should I do?

If you are not physically in the UK or Isle of Man you are prohibited from playing National Lottery Games.

To play UK National Lottery games online or by text, you must be a resident of the UK or Isle of Man at all times and be physically located in the UK or Isle of Man when buying a ticket. If you play by Direct Debit, not only must you be physically located in the UK or Isle of Man when setting up your Direct Debit Account but also when making any amendments, including buying additional tickets, or changing your numbers or payment details.

If you do not meet these requirements, any ticket purchases you make will be declared invalid and no prizes paid, and we will have the right to reclaim any prizes already paid in respect of plays made under these circumstances.

You can continue to play the UK National Lottery with friends and family as part of a syndicate whose Syndicate Manager is located and is playing in the UK or Isle of Man. Camelot provides advice on playing as part of a syndicate.

I don't want to play any games; I just want to manage my Account from overseas. How can I do this?

For any urgent Account management queries please contact our Interactive Customer Care Team on 0845 278 8000 who will be more than happy to assist you. Alternatively, you should please wait until you are back in the UK or Isle of Man to address any non-urgent Account administration.

I'm going on holiday soon and want to be entered into draws whilst I'm away, what should I do?

You can play Lotto, Lotto HotPicks and Thunderball from the comfort of your own home up to 8 weeks in advance. EuroMillions can be played up to 4 weeks in advance. On the play slip page for the game you wish to play, select the 'number of weeks' drop down menu to select the amount of weeks you wish to play for. Please make sure you do this while still situated in the UK or Isle of Man.

Alternatively, you may wish to play National Lottery games by Direct Debit. Please note that you must only set up the Account if you are a resident of the UK or Isle of Man when setting up your Direct Debt and you must also be physically located in the UK or Isle of Man when amending your Direct Debit Account, including buying additional tickets or changing your numbers or payment details. As long as you only make these changes while you are physically located in the UK or Isle of Man, your tickets will be valid if you travel overseas. If you need any assistance in setting this up, please refer to our Direct Debit Information.

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