Login issues:
Most login issues are very common and are usually user errors, however some are more complex problems- such as website/app issues or bugs.
Problem: Incorrect password- your password is invalid.
Resolve: go to the website.
: go to the login section and click “reset pin/password.
: enter the cellphone number you used to register your account and your South African ID
number and select “submit”.
: a new password will be sent to you via sms.
: once you have logged in you can change this temporary password.

Problem: Internal problem error- indicates that the problem is more to do with the website.
: could be down for maintenance/updates or to fix problems, which leads to log in
problems.
Resolve: usually doesn’t take too long to rectify as engineers are usually quick to resolve website
problems within a few hours.

Problem: Account no longer active- if you haven’t used your account for a while, the website
automatically closes your account.
Resolve: contact the customer support desk with your account details.

Problem: Forgotten username/email or cellphone number. This is another regular problem for most
users that is easily rectified.
Resolve: Can be resolved by contacting customer support. Note your username can be your account
number, email address or cellphone number.

Problem: Forgot cellphone number used for registration.
Resolve: you can use your account number or email address to log in, using the same password.
: If you have lost all of the above information you can contact customer support.

Problem: Account needs to be verified/needs Fica verification
Resolve: you will need to submit your Fica documents (ID, proof of address and so forth).
: ensure the correct documents are submitted- if not this could delay the verification
process.
: details of the required documents can be found in the FAQ section on the website.

Problem: Fica documents submitted but account not verified.
Resolve: contact customer support.

Problem: Invalid account number or cellphone number- could happen if your account has been
closed or you have entered your details incorrectly.
Resolve: double check your entries- ensure details are correct.
: Should the problem persist contact customer care.
Problem: Client not active/ Please submit Fica documents/Please contact us- indicates a problem
with submitted documents and therefore verification hasn’t been done.
Resolve: contact customer support in order to determine what the problem is and to resubmit
documents.

Problem: Login required, after you have already logged in- usually caused by a technical error.
Resolve: Log out, close your web browser and attempt to access the website and log in again.
: Clearing your brower cache before attempting to log in again may help.
: Try using another browser.
: Contact customer support.

Problem: Cellphone number already in use- usually occurs during registration process and not during
log in, however it would indicate that your previous attempt to login/register was
successful and you already have an existing account.
Resolve: contact customer support.

Problem: Cookies are blocked: browser may be set to not accept cookies.
Resolve: Make sure cookies are enabled- click menu button then settings.
– select privacy and security.
– view enhanced tracking protection- which includes
cookies.
– standard setting is the default setting and ll cookies are
enabled.
– select standard or custom.

Problem: Sites are blocked from setting cookies.
Resolve: click menu then settings
: select privacy and security
: go to cookies and data section
: select manage permissions
: it will list sites you have blocked from string cookies- ensure the site you are trying to
access isn’t in the list.
: if it is in the list click on it and click “remove site”.

Problem: Clear history for the site- cookies/data stored on your computer may be causing an issue.
Resolve: Click menu tab then library.
: Click history then click show all history.
: Search for the site you want to remove from your history by entering the site name in the
search history field.
: Right click on the site you want to remove and click “forget about this site”.

Problem: Clear all cookies and cache- if the above mentioned doesn’t work then try the following.
Resolve: Click menu then library.
: Click history and clear recent history.
: I the time range to clear section select “everything”.
: Under the drop down menu select both “cookies” and “cache”.

Problem: Add ons- some extensions can cause login issues.
Resolve: Disable all extensions- click menu, then add ons then extensions.
– disable all enabled extensions.
– if the problem is resolved repeat the above steps and enable
extensions one by one and try log in again- if it doesn’t log in then
that particular extension is the problem.
– an update of an extension usually has an update available to fix it
found under the add ons and extensions section.

Problem: Extension settings may override your browser settings.
Resolve: go to menu, then add ons then extensions.
: For the extension causing the issue click the ellipsis icon and options.
: go through settings to see if there is an option to solve your problem.

Problem: Security settings- some settings block cookies.
Resolve: Software documents or support site will include a cookie control feature and how to
change these settings.

Problem: Corrupt cookie files- if the above doesn’t resolve issues you may have corrupt cookie files.
Resolve: go to menu, select help and go to troubleshooting information.
: Select application basics, your profile folder will open.
: Select browser menu and select exit.
: Delete cookies.sqlite file and any cookies.sqlite-journal files.

Problem: Too many failed attempts: some sites block you after too many failed attempts to log in.
Resolve: You may have to wait a while before trying to log in again.
: If you haven’t made failed attempts someone may be trying to hack your account.
: Use very strong passwords.

Problem: Outdated web browser- may cause login problems on some sites.
Resolve: Check if your web browser is up to date. Old browsers don’t support new feature.
: Most browsers will update automatically or show a pop up saying update browser where
you then click update
or follow the prompts.

Problem: Server or website not responding- site may be overloaded or have a problem with the
server.
Resolve: Have to wait for the website to rectify the problem.

If problems persist or you have other issues with logging in or anything else on the website please contact:

Customer support:
Helpline: 0800 484 822
Retailer helpline: 0860 456 886
Email: info@ithubalottery.co.za
Social media: Facebook, Instagram, Twitter or Youtube.

How to login via desktop:
Open your web browser and enter https://www.nationallottery.co.za to navigate to the website.
Enter your login details (cellphone number and pin) in the login boxes on the top right hand side of the home page and click “login”.

How to login via mobile:
Open your web browser and enter https://www.nationallottery.co.za to navigate to the website.
On the top of the screen enter your cellphone number and pin in the login boxes and click “login”.