Click on one of the questions below to view the answer. If you cannot find your question in the list below, please check How To Play Online for help or contact our friendly MyLotto Customer Support team.
What are your operating hours?
|
Site Hours |
Draw Close Off Times |
Support Hours |
|
Mon/Tue/Thu/Fri 6:30am - 11pm |
Lotto 7pm Saturday |
Mon/Tue/Thu/Fri 8am – 8pm |
|
Wed/Sat 6:30am - 12 Midnight |
Big Wednesday 7:30pm Wednesday |
Wed/Sat 8am - 9:30pm |
|
Sunday 6:30am – 11pm |
Keno 1pm & 6pm daily |
Sunday 8am - 6pm |
|
Bullseye 6pm daily |
What do I need to open an account?
You will need a New Zealand bank account and a New Zealand issued Visa or MasterCard. If you don’t have a New Zealand issued Visa or MasterCard, you will need to send us a copy of two of the following forms of ID:
- Passport
- New Zealand Drivers Licence
- Firearms Licence
- New Zealand Birth Certificate
- New Zealand Marriage Certificate
- Document evidencing a bank account in your name (e.g. deposit slip)
- New Zealand issued International Drivers Licence
What if I can’t remember my password?
If you enter your password incorrectly three times, your login will be suspended. You can reset your password by visiting mylotto.co.nz and clicking on the ‘ Forgotten your password? Click here’ link in the top left of your screen. This will take you to a page where you will be required to enter your date of birth and answer security questions. If all the answers are correct, a temporary password will be sent to your registered email address.
Can I take my printed ticket to a store for checking or claiming a prize?
The printed tickets are a copy of the online tickets for your own records only and cannot be checked in store. However, you are able to check them in your MyLotto account.
How do I unsubscribe from the results email?
Login to your MyLotto account and click on the My Account tab. Then select the My Profile option from the menu and the Communications tab and tick the ‘No thanks’ button.
Can I withdraw funds to my credit card?
No. All withdrawals must be to your nominated NZ bank account.
Can I use a joint bank account?
You may use a joint bank account as long as you are one of the named account holders and the bank account number has not been used by another active MyLotto account.
How long does it take for money transferred out of my MyLotto account to show in my bank account?
Any money withdrawn from your MyLotto account can take one to three working days before appearing in your bank account. If the money withdrawn does not show in your account after three working days, call the friendly MyLotto Customer Support Team on 0800 MyLotto (6956886) .
How long does it take for my deposit to show in my MyLotto account?
If you deposited funds using a credit card, this will appear in your MyLotto account as soon as you complete the transaction and you can purchase tickets straight away. However, if you deposited funds using internet or phone banking, this will take one to three days working days to appear in your MyLotto account.
How do I know if I have won a prize?
A notification is sent to your account messages inbox as well as an email to your registered email address if you win a prize $1,001 or over. If you login straight after the draw, you can use the check ticket button which is found on the ticket details screen.
How do I turn off Step by Step help permanently?
You will find the option to turn Step by Step help off permanently in the My Profile section of My Account. Simply click the ‘Change Details’ button and tick the box at the bottom of the screen. You can turn this feature back on anytime by un-ticking the box.
Why does my browser back button not work?
The back button functionality is not supported by the MyLotto application.
What happens if my internet connection disconnects while I was purchasing my ticket?
Unless you have confirmed your purchase after clicking ‘Buy Now’ already, the transaction would not have been completed hence all progress will be lost. You can check by looking under the My Tickets section of My Account to see if your latest purchase has appeared.
No. After you have confirmed your ticket purchase you can not cancel the ticket.
If I buy a ticket using MyLotto will I be entered into any promotions?
Yes, tickets purchased on MyLotto will be entered into any promotion which is running in - store , provided the tickets purchased meet the promotion entry requirements where specified (for example, a Triple Dip purchase was required for entry into the Lotto Mother’s Day promotion).
Why are there spend limits and what happens if I reach my spend limit?
Set spending limits are designed to promote responsible online gambling. While NZ Lotteries has set a maximum spend limit of $150 per week and up to $300 per month, it is important that you make sure you do not spend more on lottery games than you personally can afford. Setting your own spending limit lower than the system maximum gives you more control over how much you spend and ensures that you do not go over your budget. If you reach your maximum spending limit consecutively over a period of four months, NZ Lotteries will be in contact with you to ensure that you are comfortable with your level of spending. Further information on responsible game play is available elsewhere on this website.
Where do I go for information on getting help with problem gambling?
There are several organisations who can provide information and help for people who think they, or someone close to them, may have a gambling problem. Contact details for these organisations can be found here.
What are the prize divisions and my odds of winning?
For the Lotto, Powerball and Strike prize divisions and odds of winning, click here
For Big Wednesday prize divisions and odds of winning, click here
For Keno prize examples and odds of winning, click here
For Bullseye prize examples and odds of winning, click here
