Frequently Asked Questions
Choose a category below for immediate online lottery help! If our FAQ section has not answered your inquiry, please contact us
and our Customer Service team will be happy to further assist you!
Annual Spanish Raffles: Loteria de Navidad and Loteria del Nino
TheLotter iOS and Android Apps
Troubleshooting
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 contact us by chat or Facebook.
Your username was assigned when you signed up at our site and it is not necessary to retrieve it for your continued play at TheLotter.
What operating systems and browsers work best with TheLotter?
TheLotter is compatible with all operating systems but we recommend using our site in the following browsers:
- Google Chrome
- Mozilla Firefox
- Microsoft Edge
If you encounter difficulty, please contact us so that we can provide further assistance.
With regards to Chrome and Firefox, please make sure that you are using a recent version of these browsers.
The site says my credit card already exists in the system. How do I proceed?
This error message indicates that your credit card has already been registered to another account on our site. For security reasons, payment methods cannot be registered to multiple accounts. For additional assistance, please contact customer support.
I never received my email confirmation. Has my ticket entered the draw?
There are several ways to confirm your participation in a draw: first, check for a confirmation under 'My Account.' Next, ensure your account settings allow activity emails in the 'Preferences' section. If you still don’t see the email, be sure to check your spam or junk folder.
How do I get in touch with TheLotter for further assistance?
If you have questions about your account or you would like additional information about lottery play, don’t hesitate to contact us at TheLotter. There are a variety of ways to reach us: email, chat from the Contact Us section of the site, and Facebook.
When can I expect to receive a response to my email?
At TheLotter, we are committed to responding to our customers’ inquiries as quickly and thoroughly as possible. TheLotter's customer support team can also be contacted via chat and Facebook.
I already registered for TheLotter, but when I connected with Facebook, my account data disappeared!
If you have an active account on TheLotter and wish to log in with your Facebook profile, your Facebook email and TheLotter email must match. If the emails are different, we will open a new account for you with none of your existing account data, and you will not be able to use the payment method associated with that account. To reconnect with your previous account, log out of the account you're currently logged into and use the original email you registered with instead.
I already registered for TheLotter, but when I connected with Apple, my account data disappeared!
If you have an active account on TheLotter and wish to log in with your Apple account, your Apple email and TheLotter email must match. If the emails for each account are different, we will open a new account for you with none of your existing account data, and you will not be able to use the payment method associated with that account. Therefore, it’s advised to give permissions to your Apple account to use your personal email before registering to TheLotter. To reconnect with your previous account, log out of the account you're currently logged into and use the original email you registered with instead.
How do I add TheLotter to my list of safe senders?
TheLotter regularly sends players activity emails notifying them of their winnings and alerting them with news about jackpots and lottery draw results. In addition, we update our players with information about our promotions, raffles, superdraws, and new lottery draws.
To make sure you receive these mails you may need 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.
If, for whatever reason, you do not wish to get updated via email, you can change your notification preferences. Alternatively, you may contact Customer Support for assistance.
