Contact us

Help is at hand

Before you get in touch, you may find what you’re looking for here. All of the information you need to help you play online is available on our website.

Top questions

  1. How do I play by Direct Debit?

    Play EuroMillions, Lotto and Thunderball by Direct Debit by picking your numbers on the play slip and selecting 'Continuously by Direct Debit' under 'For how many weeks?'. Your Direct Debit tickets can be found in My games along with all other tickets. You can manage your Direct Debit in Direct Debit details and to edit a Direct Debit playslip, delete the existing playslip and add a new one with the new details.
  2. Why can’t I play Instant Win Games on my mobile or tablet?

    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.

  3. Screen orientation sticking during game play?

    If the screen orientation is sticking during Instant Win Game game play on your Apple or Android device, please ensure that the auto-orientation setting on your device has been enabled and is not switched off.
  4. I've forgotten my sign in details, what can I do?

    You can retrieve your username by confirming the email address linked to your account, your date of birth, postcode and the answer to your security question.
  5. How do I claim my prize?

    How you claim depends on how much you’ve won. If you play online, we’ll pay most prizes into your National Lottery account or bank account. For really big prizes you’ll need to give us a call.
  6. Why am I not able to change my debit card?

    You will be unable to change your debit card if:
    • you have some 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
    You will need to either wait for your tickets to be entered, finish your game or claim your prize, or try again later if you've already changed your card recently.

Need to make a complaint?

If you’re unhappy with the service provided by Camelot, please see our complaints page for information on our complaints procedure.

Report underage sales

If you suspect that a retailer is selling National Lottery tickets to anyone under 16, you can report them by calling 0345 3016216.

Our registration details: Camelot UK Lotteries Limited, Registered office: Tolpits Lane, Watford, Herts WD18 9RN, Registered in England and Wales No. 2822203

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