• Why can't I add funds?

    There are a number of reasons why you may not be able to add funds. These are detailed below:

    Unsuccessful payment verification - Your bank did not authorise your request to add funds to your National Lottery account, please contact your bank for details.
    Expired or cancelled Debit Card - If the Debit Card registered to your National Lottery Account has expired, or was cancelled, you will not be able to add funds. Please check your Debit Card details.
    Incorrect security number - You will be asked to enter the three digit security number on the back of your Debit Card when adding funds. If you enter this incorrectly, you will not be able to add funds. Please check your Debit Card details and try again.
    You have reached your weekly add funds limit - Your account has a weekly add funds limit of up to £350, if you reach this limit, please wait one week before attempting to add funds again. A week runs from Sunday to Saturday, so if you reach the weekly add funds limit on Thursday you will not be able to add funds to your Account until the following Sunday. More about weekly spend limits.

    Back to top
  • I've forgotten my password or username, what do I do?

    If you have forgotten your password or username, click the 'forgot username or password?' link at the top of any page. You should then select the link that applies to you (e.g. I've forgotten my username'), enter the relevant details and answer the security questions to be reminded of your username or be allocated a temporary password.

    Back to top
  • How do I change my debit card?

    The only way you can amend your debit card details is to sign in to 'My Account' and select 'Change debit card' from the Payment details menu from the left-hand side navigation. You can only change your debit card if you have a zero balance on your National Lottery Account. If you have an outstanding balance you can either wait until it reaches zero or transfer the balance back to your bank account via your original debit card. If you have an outstanding balance and your original debit card is no longer valid, and you do not wish to spend these funds, you will need to contact the National Lottery Customer Care Team on 0845 278 8000.

    Back to top
  • Why do I have more than one balance?

    One balance will exist for funds that have been transferred to your National Lottery Account via your debit card, and one balance for funds that have been collected via Direct Debit. Your balance for Direct Debit is for information only.

    Back to top
  • How do I change my address online?

    You can change your address by signing in to your National Lottery Account: Go to 'My Account' (on the top right of the navigation bar) and, in the 'Account preferences' menu on the left click on 'Personal details'. You should then be able to change your personal details by selecting 'edit' at the bottom of the page. Please note, we use Experian to validate this information. If you have recently changed address, the Experian records may not yet have been updated and you will be unable to change your address. If this is the case you can continue to play normally under your original address and try to change your address again at a later date. But please remember to come back to keep your details up to date, and remember that your new address must be in the UK or the Isle of Man.

    Back to top
  • How do I transfer or remove funds?

    If you wish to transfer funds to your National Lottery Account, or back to your bank account, please follow these instructions: 1. Go to 'My Account'. 2. Select 'Add funds' or 'Remove funds' from the 'Payment details' menu from the left hand side navigation. Choose 'Remove funds' and the system will transfer the selected amount back to your bank account. This will normally take place within 48 hours, although it can sometimes take 3-5 working days. Please be aware that this does not apply to your Direct Debit balance. Funds are added and deducted automatically. How do I cancel my tickets?

    Back to top
  • Why can't I start a new Direct Debit?

    From the 11th May we're making temporary changes to the Direct Debit service and as a result of this you won't be able to start a new Direct Debit. If you would like to play more lines after 11th May, you still can. Simply add funds to your account and use those funds to create new play slips. You can play up to Lotto and Thunderball for up to 8 weeks in advance.

    Back to top
  • Why can't I edit my Direct Debit?

    From the 11th May we're making temporary changes to the Direct Debit service and as a result of this you won't be able to edit your existing Direct Debit or Direct Debit play slips. If you would like to play more lines after 11th May, you still can. Simply add funds to your account and use those funds to create new play slips. You can play up to Lotto and Thunderball for up to 8 weeks in advance.

    Back to top
  • Can I cancel my existing Direct Debit?

    From the 11th May you can still cancel your Direct Debit in the same way as you normally would. Please see: How do I cancel my Direct Debit play slips?

    Back to top
  • How does playing by Direct Debit work?

    Playing by Direct Debit will allow you to buy Lotto or Thunderball tickets continuously until you inform us otherwise. You need to decide what games you would like to play (Lotto, Thunderball or both) and select your choice of numbers. For a more detailed description of how to play by Direct Debit refer to our online how to play by Direct Debit guide.

    Back to top