Help & 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.
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.
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.
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.
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.
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.
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
Help managing my account
I didn't receive an email when I tried to change my password.The email will have been sent to your registered email address. If you no longer have access to this, give us a call. It’s also worth checking your spam folder.
I've recently moved. How do I update my details?Go to 'My account' where you can edit your personal details. Please note that if you've only just moved or changed your name, it will take some time for Experian, the credit agency we use to verify account data, to register the changes. You may have to come back and try again at a later date, but you can continue to play in the meantime.
Why do I receive a message saying I may already have an account when I try to create one?Our systems allow players to create only one account. You might have entered details that match an existing account. You can retrieve your username and reset your password, or if this doesn't work, give us a call.
Help playing games
Where can I view my current tickets?Find details and results of all draw-based games and Instant Win Games you’ve played in the last 180 days in My games.
What's the deadline for entering a draw?You need to buy your ticket by 7.30pm on the night of the draw.
Can I buy tickets while I’m out of the country?You can’t buy tickets when you’re physically outside of the UK or Isle of Man, but you can buy tickets for draw-based games up to eight weeks (four weeks for EuroMillions) before you leave. You can also set up a Direct Debit to play continuously while you’re away.
How do I buy multiple tickets?
You can play, and save, up to seven lines of numbers (five lines for Lotto HotPicks) on each play slip and buy up to ten play slips at a time.
If you're a Syndicate Manager you can amend your account settings on your Spend and play settings page.
Help checking results
How do I check if I've won?If you buy your tickets from a National Lottery retailer, go to Results then choose your game and enter your numbers. If you play online we'll check your numbers for you and email if you win.
How do I check my Millionaire Raffle numbers?If you play online, we check all your numbers and let you know if you win. If you want to check your raffle numbers yourself, go to Lotto results and enter your numbers.
How do I check if I've won on a scratchcard?All National Lottery retailers can scan your Scratchcard for you and at some Scratchcard only retailers, you can scan it yourself.
How much time do I have to claim my prize?For draw-based games you have to claim within 180 days from the day after the relevant draw date. For Instant Win Games you have 180 days from the day after you bought your Instant Win Game to claim your prize. For Scratchcards, it's 180 days from the day after the game closes. Once the claim period expires, the money will go towards National Lottery Projects. Find out more about how to claim your prize.
Information about playing in-store
Where can I find information about playing in-store?If you buy tickets or scratchcards from your local National Lottery Retailier, there are a few useful and important documents:
What happens in-store if I win a prize?When you give your winning ticket or scratchcard to a retailer, you should notice that the terminal (except till-point and handheld terminals at scratchcard-only retailers) will make a distinctive sound. Your retailer must also give you a Win Receipt for each winning ticket. When you receive your prize, the retailer will need to keep your ticket. If they cannot pay your prize, they should return the ticket along with a Win Receipt. More information about how to claim.
Information about playing via Pingit
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 0844 338 5461∞ 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 0844 338 5461∞. Alternatively you can follow the link included in your purchase confirmation email (for both ticket purchases or Instant Win Game purchases) and adjust the limit yourself. Before you can access this area, you will need to confirm some of your personal details. You will also be able to change the number of Instant Win Games you can play in a 24-hour period as well as moderate Instant Win Games play if you wish. We give you these options 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.We do not hold any of your Pingit security details so please contact Barclays on 0333 200 1012.
How do I play Instant Win Games using Pingit?We have a selection of games available via Pingit, just select the Instant Win Game you would like to play, and when prompted to sign in, select the 'Pay with Pingit' button. After payment your game will be available to play.
I had issues with my phone or tablet and was unable to play my game.If this happens, please check your email inbox for your game purchase confirmation email, which will include a link to play your game. Please use your phone or tablet to do so. If your game remains unfinished for 24-hours, our system will play it automatically after this time. If you win, we will email to let you know.
Where can I view the National Lottery Pingit User Account Terms?Here are the National Lottery Pingit User Account Terms.
Still need to get in touch?
For general enquiries, write to us at:
The National Lottery
PO Box 251
For questions about lost, stolen or destroyed tickets or a prize payout, write to us at:
The National Lottery
PO Box 287
If you play online:
Call us on 0844 338 5461 from 8am – 8pm Monday to Saturday.
9am – 5pm Sunday
If you play in a shop:
Call us on 0844 338 7551 during the following times:
- 9am – 8pm Tuesday, Wednesday, Friday and Saturday
- 9am – 5.30pm Monday and Thursday
- 9am – 3pm Sunday
(Calls to 0844 numbers cost 7p per minute plus your service provider's access charges.)
If you are hearing impaired and have a Minicom device, please contact us on 0370 737 8249 at the following times:
- 9am – 8pm Tuesday, Wednesday, Friday and Saturday
- 9am – 5:30pm Monday and Thursday
- 9am – 3pm Sunday
(Calls to 0370 numbers from a BT land line are charged at your calling plan’s standard network rate. Mobile and other providers’ charges may vary.)
For security purposes we can’t respond to account queries (such as resetting your password) by email.
Email us at firstname.lastname@example.org.
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