Frequently asked questions (FAQs)

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How can I be sure my information is safe with The National Lottery?

We have taken extensive steps to ensure that your information is kept securely and that The National Lottery sites (Internet) are safe for our customers. We use the latest technology and have a team of experts who keep up to date with developments in online security.

What should I do if I suspect someone has accessed my National Lottery Account online?

If you think this has happened, call our National Lottery Customer Care team on 0845 278 8000 immediately.

What should I do if I think I've received a scam email?

If an email you've received, which alleges to be from The National Lottery, appears suspicious, check whether it meets the criteria for identifying fraudulent emails. If it does, do not respond.

What is Verified by Visa and MasterCard® SecureCode™?

These services are offered by Visa and MasterCard in association with your card issuer to enhance your protection when shopping online. The schemes work in a similar way to Chip and PIN, protecting your card with a password which only you know.

Payment security - more information

What is my security number (CVV)?

Your security number, which is also sometimes referred to as a CVV/CVC code is the last 3 digits on the back of your payment card.

Payment security - more information

What does AntiVirus software do?

AntiVirus software will detect and eliminate viruses from your device. If you use AntiVirus software you should regularly download updates from your preferred AntiVirus software supplier. This will help protect your device from the latest virus threats.

What is a firewall?

A personal firewall is a piece of software that provides a barrier between your computer and the Internet. A firewall will prevent unauthorised access to your device; however, it will not necessarily protect your computer from viruses; only a recognised AntiVirus product can do this.

What is encryption?

Encryption is the conversion of data into a form that cannot be understood by unauthorised people. Decryption is the process of converting encrypted data back into its original form, so it can be understood.

What is Secure Socket Layer (SSL)?

SSL is a method of encryption that allows communication between a web browser and a web server to be private. Many web sites use SSL to secure customers' personal information such as address and bank account details. Normally you will not be aware of SSL as it works automatically when your web browser accesses a secure web site. You can tell if you're in a secure web site by looking to see if 'https:' rather than 'http:' is displayed in the address bar where the web site address is located. You will also notice that in Internet Explorer a closed padlock can be seen at the bottom right-hand side of the browser window. Also, in Internet Explorer 7, the address bar will be colour-coded green to let you know that the site is secure.

What is a certificate?

Certificates form an essential part of providing reassurance to the customer that the site they are visiting is genuine. A certificate is required in the web browser and on the web server in order that an SSL session can be started and secure communication can take place.

To check The National Lottery site's certificate, follow these simple steps:

  1. Open up a new browser window
  2. Type in www.national-lottery.co.uk
  3. Click the 'Sign In' link at the top right of the screen
  4. Click the padlock image, then on View certificates and the certificate will be displayed. It looks like this:
The National Lottery site's certificate

What is Spyware?

This is a method used to capture your personal information. You click on a link to a website or open an attachment that secretly installs software on your computer. Once installed, it records everything you type, including User IDs, passwords and personal or Account information. Fraudsters then access this information, or set it up to be automatically sent to them. This is a particular risk when using shared computers such as those in Internet cafes.

What is a spoof website?

A spoof website is one that imitates a well-known company's website, aiming to lure you into disclosing personal and confidential information. Fraudsters use all sorts of methods to make these websites look convincing, including faking the URL (the website address that appears in the address bar of your browser) and the padlock symbol that appears bottom right, and using the names, logos and graphics from the real company's site.

If, after reading these pages, you still have concerns about lottery scams, please contact us.