Troubleshooting | theLotter

How to Play the Lottery (FAQ)

Choose a category below for immediate online lottery help! If our FAQ section has not answered your inquiry, please contact us via email, live chat, or telephone, and our Customer Support team will be happy to assist you further!
Top 5 Questions
About theLotter
Registration & Account
How to Play
My Lotto Numbers
Lottery Categories: theBig & theSmart
Lotteries with Raffles
Annual Spanish Raffles: Loteria de Navidad and Loteria del Nino
Loteria National Extra
theLotter iPad, iPhone and Android Apps
Results & Alerts
The See Your Ticket Service
VIP Club
Scam Letters



I can’t remember my username and/or password. What do I do?


If you have forgotten your password, you can retrieve it through this automated link. However, if you do not receive your password to your private email, there may be a problem with your email address. Please consider contacting us by chat or telephone at +44 20 80992938.


What operating systems and browsers work best with theLotter?


theLotter is compatible with all operating systems* and we recommend using our site in the following browsers*:

  • Internet Explorer 10 and up.
  • Google Chrome**
  • Mozilla Firefox**

If you encounter difficulty, please contact us so that we can provide further assistance.

*For Mac users and those browsing with Safari and Opera, some features may not be fully functional
**Please ensure that you are using a recent version of these browsers


I never received my confirmation email. Has my ticket entered the draw?


If you have not received a confirmation email, please make sure that you have selected to receive activity emails in Notifications. In addition, we recommend checking your account on the site to confirm your participation in Transactions,  checking your spam/junk email , and confirming theLotter as a safe sender in your email settings.


How do I get in touch with theLotter for further assistance?


theLotter offers three different ways to receive further assistance 7 days a week: email or chat from the Contact Us section of the site and via telephone at +44 20 80992938.


When can I expect to receive a response to my email?


We are committed to responding to all our customers’ inquiries as quickly and thoroughly as possible.  We will respond to your email inquiry in no later than 24 hours to the Emails section in your account on the site. theLotter's customer support team can also be contacted directly at +44 20 80992938 or via chat.


I registered with Facebook and forgot my username/password. What do I do?


When you register with Facebook Connect, your username and password are the same as your Facebook credentials. Need help with your Facebook password? Click here. If you prefer not to login with your Facebook account, you can use theLotter’s automatically generated username to access your account. Your username appears in the registration confirmation email or you can contact customer support to retrieve it and generate your password here.


I already have an account with theLotter and tried to connect with Facebook, but my account data disappeared!


If you have an active account on theLotter and wish to login through Facebook Connect, your Facebook email and theLotter email must match. In the event that your Facebook email is different than the email with which you registered to theLotter, we will automatically open a new account for you. Please note that you will not be permitted to use the same payment method as your previous account, transfer VIP points, real or bonus money, or receive updates designated for your former account in the new account. For further assistance, please contact customer support.


How do I add theLotter to my List of Safe Senders?


theLotter regularly sends players emails with important information about our promotions, new raffles, super draws, wins and essential updates to your lottery account.

These updates are crucial if you want to remain on top of your game, so it is advisable to manually add our email address to your list of contacts. Should you notice that one of our emails has been marked "Spam" or "Junk", then all you need to do is select the email in question and add us to your list of safe senders. The method applies to any of the following email services: Gmail, Yahoo! and Windows Live/Outlook.

Should you use a different email provider or want a step-by-step explanation, then check in-depth instructions below or feel free to contact our 24/7 Support Team.


1. Open any email message from theLotter.

2. Click arrow pointing down (next to "reply") and click "Add theLotter to your Contacts List"

    Yahoo! Mail

1. Open any email message from theLotter.

2. Click "Add to contacts" (next to theLotter) and in the pop-up, fill out additional info if needed.

3. Click Save to finish.

    Outlook 2003

1. Open any email message from theLotter.

2. Click with the right on "Click here to download images" (in the gray section on top).

3. "Add Sender to Senders Safe List" to finish.

    Outlook 2007

1. Right-click on a theLotter email.

2. Click on "Junk E-mail".

3. "Add Sender to Safe Senders List" to finish.

    Outlook 2010

1. Click on the tab "Home" > Junk > Junk E-mail Options > Safe Senders > Add.

2. Enter theLotter and – if you wish – any additional information and click OK to finish.

    Windows Live/Hotmail

1. Open a theLotter email.

2. Click on "Add to contacts" (next to theLotter) to finish.

1. Create a folder called "theLotter".

2. Add a new filter > In the "From" box write,

    How do I unsubscribe from the emails?

If, for whatever reason, you do not wish to get updated via email, then you're free to change your notification preferences. Alternatively, you may contact customer support.