This article contains help on what to do if you are having trouble linking your Members Club card to your online account.
For information on how to link your Members Club card to your online account via either The Lott website or app, visit our article ‘How do I link my Members Club card to my online account?’
Having issues linking your Members Club card?
Check that your Members Club card number is correct.
If the Members Club card is not found, it may be that you have made a typo. Review the card number you entered and try again.
The physical Members Club card barcode won’t scan in The Lott app.
If the app is having trouble scanning the barcode of your physical Members Club card, ensure you are in a well-lit location, or tap the lightning bolt icon in the bottom left hand corner of the Scan Barcode screen to activate the torch on your device to help when scanning.
The details of the Members Club card number entered do not match the details of the online account.
As your Members Club card ensures the protection of any prizes won from entries registered with it, we have additional security around linking your Members Club card. If the personal information registered with your Members Club card does not match the personal information registered with your online account, we cannot link your Members Club card to your online account.
The most common example is where a shortened or abbreviated version of a name is used when registering for a Player Card (e.g. ‘Tom’ or ‘T’) but have provided your full name (e.g. ‘Thomas’) when registering for your online account.
Should the Name on your Members Club card not match the Name within your online account you can request for your Name to be updated on your Members Club card. For help on how to the change the Name on your Members Club card visit our article ‘How can I change my name?’
The Members Club card number entered is already linked to an online account.
As your prize payment preferences are managed within your online account, we do not allow a Members Club card to be linked to more than one online account.
If you do not recall linking your Members Club card to an online account, please Contact Us.
The Members Club card number is registered in two people’s names.
As an online account can only be created in a single person’s name, we currently do not allow the linking of Members Club cards which were created with the names of two separate people.
Should you wish to continue using your Members Club card which is in two names, you will need to continue managing your membership in-store.
The Members Club card number is registered to a different jurisdiction than your online account.
Our Members Club card and online account memberships are issued to you based on the residential address you provided to us at the time of registering. As such:
- A Members Club card issued by Golden Casket can only be linked to an online account registered in Queensland;
- A Members Club card issued by NSW Lotteries can only be linked to an online account registered in New South Wales or the Australian Capital Territory;
- A Members Club card issued by Tatts can only be linked to an online account registered in Victoria, Tasmania or the Northern Territory;
- A Members Club card issued by SA Lotteries can only be linked to an online account registered in South Australia.
If you have moved interstate you can Contact Us to have either your Members Club card or online account membership transferred to your current State.