I can’t see the app in the Play Store
If you’re having difficulty downloading the app, you may need to verify your age. Google requires users to have an 18+ verified account to view or download any lottery or gambling apps. You can find more about that on Google’s Help page.
You may also need to clear the cache from your Google Play Services app before installing our app. Don’t worry, this won’t delete any of the apps on your phone. To clear the cache, follow these steps:
1. Go to your settings and find ‘Apps & notifications’
2. Find the Google Play Services app (choose ‘See all’ if you can’t see it) and tap it
3. Under ‘App info’ select ‘Storage & cache’
4. Tap on ‘Clear cache’ bin
If you’re still having difficulties, contact our Customer Services team. There are different ways to do this on our Contact Us page.
How do I prove I’m over 18?
You’ll need to confirm your date of birth in your Google account settings and then either upload proof of ID (e.g. passport or driver’s licence) or show a credit/debit card. You can find more help on Google’s Help page.
I’ve verified my age with Google but still can’t download the app
The issue could be that the cache on your Google Play Services app is full, and now needs to be cleared. Don’t worry, this won’t delete any of the apps on your phone.
To do this on your phone, follow these steps:
1. Go to your settings and find ‘Apps & notifications’
2. Find the Google Play Services app (choose ‘See all’ if you can’t see it) and tap it
3. Under ‘App info’ select ‘Storage & cache’
4. Tap on ‘Clear cache’ bin
If you’re still having difficulties, contact our Customer Services team. There are different ways to do this on our Contact Us page.
Why am I having issues with the app on my iPhone?
It could be that your device is running on iOS 12 or below which is no longer supported by our app.
We recommend players, where possible, update to the latest operating system to be provided with the best experience when using The National Lottery app.
To check what version you have on your iPhone, go to: Settings > General > About.
Why have I been prompted to update the version of my app?
With technology moving at a fast pace, we need to ensure our app stays at a high standard with an enhanced experience. We are also required to maintain high levels of security and integrity. For this reason, we have to make updates that result in some older operating systems no longer being compatible with our app.
Please note, older versions of the app (iOS 12 and below) may experience issues. We encourage our players to update to the latest iOS operating system for the best possible experience. You can do this on the App Store.
I only use the scanner to check my tickets, so do I still need to update?
We always advise updating to our latest app to ensure we can give you the best experience playing, managing your account and checking results.
I was advised to update, however I can’t download the new version
It can take up to 24 hours before Google make the new app version fully available on Google Play Store. If you’re an iPhone user, it can take up to 48 hours to become fully available on the App Store.
Why have you locked my app version?
We continue to develop our apps to improve user experience, fix bugs and performance issues and also to maintain the levels of security and integrity needed. It is common practice to update apps and, unfortunately, some older operating systems do not have the data capacity to keep pace with developments.
Why do you lock older versions of the app?
With technology moving at a fast pace, we need to ensure our app stays at a high standard with an enhanced experience. We are also required to maintain high levels of security and integrity. For this reason, we have to make updates that result in some older operating systems no longer being compatible with our app.
If I can’t update my app, can I still play National Lottery games on my smartphone?
Yes, you can still play on the website using your phone, and it’s easy to add it as a shortcut on your home screen.
1. Go to our website using your web browser (e.g. Chrome).
2. In the top right where there are 3 vertical dots, tap and scroll down to ‘Add to Home Screen’.
3. The National Lottery icon will appear on your home screen and you can play and check results as normal there.