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Welcome to The Lottery Hub FAQ section.
Here you'll find answers to the most common questions about buying tickets, using your account, age verification, and how our draws work.
Whether you're new to The Lottery Hub or a returning supporter, we hope this page helps guide you through the process. If you can’t find the answer you’re looking for, our team is always happy to help by emailing fundraising@jerseyhospicecare.com
We are really sorry that you have not received your ticket.
Before getting in touch, please check the following:
Look in your email inbox, junk, or spam folders.
The email will have been sent from 'The Lottery Hub'.
If you still cannot find your ticket:
Please fill in this form [https://forms.cloud.microsoft/e/J56LAGd5xp], and our team will resend your ticket within 2 working days.
In some cases, a member of the team may call you to confirm your details and check for any spelling errors on your ticket.
We appreciate your patience and will make sure everything is sorted as quickly as possible.
If you notice any errors on your ticket, please let us know as soon as possible so we can correct them.
Fill in this form [https://forms.cloud.microsoft/e/J56LAGd5xp] with the correct details and a brief description of the issue.
Our team will review and update your ticket, then resend the corrected version within 2 working days.
In some cases, we may contact you by phone to confirm the changes before issuing a new ticket.
We want to make sure all details are accurate to avoid any issues during the draw.
When you buy a lottery ticket, we are required by the Jersey Gambling Commission, in line with our permit, to collect certain details from you. This is to ensure we meet legal and regulatory requirements.
The information we must collect includes:
Your full name – We need your legal first name and surname. If you use a different preferred name, we will still need your legal name.
Your date of birth – This is to confirm that you are over 18 years old at the time of purchase, as required by law.
Your address and postcode – This confirms that you are a resident of Jersey while taking part in the lottery.
Your email address – We use this to send your electronic ticket.
Your phone number – This allows us to contact you if you are one of the winners.
If you do not wish to provide this information, we will not be able to sell you a ticket.
To purchase a lottery ticket online, it is a legal requirement that every player is age verified to confirm they are over 18.
If you do not already have an account, we are required to verify your age using a service called YOTI.
YOTI is a secure, government-approved identity verification platform.
Please note, YOTI is not managed by Jersey Hospice Care. If you experience any issues, you will need to contact YOTI directly for support.
If your password is not working, it might be because you have not yet reset it to activate your account.
As part of the new Lottery Hub launch, all previous passwords must be reset before you can log in.
Follow the steps below to reset your password:
Click on the password reset link or click here
Enter your email address.
Click the 'Send Password Link' button.
You will see a message saying 'Forgot password email sent'.
Check your inbox for an email from Fundraising. It will contain a reset link.
Click the link in the email. You will be taken to a page to create a new password.
Enter a new password that includes the following:
At least 10 characters
At least one number
At least one capital letter
At least one special character (for example ! ? * %)
Confirm your password by typing it again.
Click the 'Reset Password' button.
You will be redirected back to the homepage. From there, click the 'Login' button in the top right corner to access your account.
If you do not receive the email within a few minutes, please check your spam or junk folder.
To reset your password, please follow the steps below:
Click on the password reset link or click here
Enter your email address.
Click the 'Send Password Link' button.
You will see a message saying 'Forgot password email sent'.
Check your inbox for an email from Fundraising. It will contain a reset link.
Click the link in the email. You will be taken to a page to create a new password.
Enter a new password that includes the following:
At least 10 characters
At least one number
At least one capital letter
At least one special character (for example ! ? * %)
Confirm your password by typing it again.
Click the 'Reset Password' button.
You will be redirected back to the homepage. From there, click the 'Login' button in the top right corner to access your account.
If you do not receive the email within a few minutes, please check your spam or junk folder.
The Lottery Hub is our new online sales platform designed to bring all of our lotteries into one convenient place.
Once your account is set up and verified, you will be able to take part in multiple lotteries using the same system.
This platform has been developed over 12 months with the goal of making your experience simpler, faster, and more user-friendly.
We hope you find it a positive improvement and thank you for your continued support.
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