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Your Account FAQs

Why am I not receiving the Security Code email?

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Your temporary security code (which is only valid for up to 15 minutes) may have gone to your email's junk/spam folder.

If it's not there, try clearing your browser's cookies and browsing history and ensure your browser is updated to the latest version. Then click the 'Forgot password' link on the account login page, follow the prompts and recheck your email.

Finally, try checking your email server. If you provided a business or government email address then security and/or firewall settings may be blocking the message.

If these steps don't resolve the issue, please don't hesitate to contact us.

How do I update my contact/payment information?

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You can update your contact and payment details online via your account.

My card is not expired, why am I receiving an email/SMS saying that it is expired?

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To make sure you don't miss out on tickets in upcoming draws, we'll notify you via email/SMS when your card is 3 months away from expiry.

Selecting a password to secure your account

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How to choose a secure password

To help keep your account and details secure, your password must contain:

  1. A minimum of 8 characters
  2. At least 1 uppercase and 1 lowercase letter
  3. At least 1 number

For additional security we strongly recommend including one of the following limited special characters: ! @ $ ^ * ( )

We also strongly suggest you use a pass-phrase (a string of uppercase/lowercase letters, numbers and symbols, e.g. ILik3JohnGri$h@m) that you can easily remember, but is hard to guess.

How to secure your password

  • Do not share your passwords with anyone.
  • Do not write your passwords down anywhere.
  • Make it unique. Reusing a password multiple times makes it less secure, as it only requires one breach to compromise all the different places where that password is used.
  • If you have many accounts across many different sites, consider using pass-phrases instead of passwords.
  • Wherever it's available, enable two-factor authentication. This further protects your account with a second identity check. (Anyone trying to access your account will need to provide both the correct password and a one-off code sent directly to you.)

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