topic Re: National Lottery issue in Mobile Data

National Lottery issue

TomCann96 — Tue, 11 Mar 2025 19:30:04 GMT

National Lottery App and Online

Re-sign in, re attempt, again signs me out, says I'm offline check Internet.

Tried on Google, done exact same.

My signal is absolutely fine!

My parental access is 18+ too

Re: National Lottery issue

XRaySpeX — Tue, 11 Mar 2025 19:13:55 GMT

What app?

Re: National Lottery issue

TomCann96 — Tue, 11 Mar 2025 19:28:40 GMT

National lottery App

Re: National Lottery issue

Matt_124 — Tue, 11 Mar 2025 19:30:57 GMT

Are you accessing this on EE Mobile Data or EE WIFI?

Re: National Lottery issue

Leanne_T — Wed, 12 Mar 2025 08:11:28 GMT

Morning @TomCann96

Thanks for coming to the community.

If you're accessing the app using mobile data, have you checked in the settings for the app on the device, to make sure the National Lottery App is set up to access using mobile data?

Speak soon 🙂

Leanne.

Re: National Lottery issue

rkelly1 — Wed, 12 Mar 2025 14:35:57 GMT

What type of phone are you using? Could be mobile data being turned off for that specific app as mentioned or an icloud private relay issue, depending on the handset.

Re: National Lottery issue

joycircuit — Wed, 12 Mar 2025 18:44:34 GMT

Same here with EE mobile network only, no WiFi and set to 18+. Offline when trying to top up, play or, if lucky, withdraw funds.

Have a backup SIM with Vodafone on same phone no issue.

Re: National Lottery issue

Ali_A — Thu, 13 Mar 2025 11:15:20 GMT

@joycircuit

Are you able to access the National Lottery website through your mobile browser (i.e. not the app) without error?

Can you check your device settings if you have a VPN set up?
Occasionally using a SIM from another network can install a VPN into the settings.

Ali

Re: National Lottery issue

joycircuit — Thu, 13 Mar 2025 11:52:25 GMT

Browser (Android Chrome) is fine with no errors, but not the app. Android version on a Pixel 9 Pro XL.

No VPN whatsoever.

Strange that the app works fine on Vodafone using the same phone. Makes me wonder if the 18+ content lock is interfering somehow when it shouldn't as you would expect. Been having this issue since Nov/Dec last year around the time upgrading to the Full Works plan for 5G SA access.

Add to that reading the reviews in the Google Play Store regarding the app there are complaints about it being currently offline for some.

Although they don't state which phone, OS or mobile network they're using, just makes me wonder if they're EE customers too.

Re: National Lottery issue

rkelly1 — Thu, 13 Mar 2025 12:56:33 GMT

Just a quick Google search will show you it's not an issue specific to EE. There are forum discussions on multiple providers with the same problem.

It's essentially the National Lottery not identifying you as not being is the UK. Turning off VPN and Private Relay are two of the possible solutions (although not in your case if you don't have a VPN and Private Relay is specific to iPhones). Content Lock would stop you accessing the site at all as opposed to the issue you and others are having.

Re: National Lottery issue

Chris_B — Thu, 13 Mar 2025 13:06:21 GMT

@rkelly1 It’s not the your not in the UK error using a VPN or possibly iCloud relay. it’s about it reporting your not online, 2 different issues altogether.

@joycircuit Try deleting the app then clearing the device history and cookies then restart the device and then reinstall the app and test.

Re: National Lottery issue

joycircuit — Thu, 13 Mar 2025 13:44:57 GMT

Deleted app cache, storage then removed and re-installed the app. No change.

Can sign in OK, but reports "You are offline" when selecting the Withdraw Funds option with the EE eSIM just turned on.

Tried again this time with the Vodafone eSIM on its own now with EE eSIM turned off and all working fine.

On each occasion before testing force closed app and deleted cache.

Re: National Lottery issue

jim721 — Tue, 25 Mar 2025 18:06:33 GMT

also having the same issue, just changed handset to Honor V3 from Samsung Fold 4 (out of contract and hinge seazed up), using the exact same SIM card. Spoke with EE they tried everything inc +18 etc and all checks out on their side, message Lottery on quick chat on their website and said sorry we dont know why use the browser instead.

Anyone found out why yet?

Re: National Lottery issue

jim721 — Tue, 25 Mar 2025 18:14:44 GMT

Ive found the issue - Turn OFF Private DNS in your handset settings - mine was on AUTO which then wasnt allowing the app to see that I was in UK....hope this helps

Re: National Lottery issue

TomCann96 — Tue, 25 Mar 2025 21:55:38 GMT

Unfortunately turned off, still says I'm Offline on the App and Browser

Re: National Lottery issue

TomCann96 — Tue, 25 Mar 2025 21:56:56 GMT

Unfortunately my Sim isn't an Esim with EE, so doesn't help me which sucks, thanks though haha

Re: National Lottery issue

Chris_S — Wed, 26 Mar 2025 09:13:10 GMT

Thanks for sharing your resolution @jim721 I really appreciate you taking the time to update us on the issue that you were facing.

Chris S

Re: National Lottery issue

Andy6688 — Tue, 19 Aug 2025 08:43:37 GMT

Didn't help. Still the same issue

Re: National Lottery issue

Andy6688 — Tue, 19 Aug 2025 08:44:29 GMT

There is no resolution. This move didnt help.

Re: National Lottery issue

Andy6688 — Tue, 19 Aug 2025 08:48:18 GMT

No it did not helped. I tried all mentioned in this chat.

Contacted National lottery, they said no problem on their side.

It happend when I switched from O2 to EE. Only affects the app when using mobile data.

Logging in on Google on mobile data is is fine.