Home Address Change

Article Title
Home Address Change (With and Without Account Access)

Category
Account Changes / Contact Information

General Information
Players can update their home address through their account if they have access. If a player cannot log in, document submission is required to verify and process the address change securely.

Purpose / Objective
To guide agents in assisting players with updating their home address, ensuring proper verification and use of the correct process based on account access.

Scenario / Use Case
A player needs to update their home address on file and either can or cannot access their account.

Step-by-Step Instructions

If Player HAS Access to Their Account

1. Instruct the player to log into their account.
2. Navigate to:
   • My Account > Details
3. Select the option to update their home address.
4. Enter the correct address and submit changes.

If Player CANNOT Log In

1. Instruct the player to prepare the following:

   • A written explanation of the requested address change
   • Their lottery username (email Address)
   • Supporting documentation (one of the following):
     • Valid photo ID with updated address
     • OR proof of residency

2. Acceptable proof of residency includes:

   • Utility or credit card bill (within last 90 days)
   • Financial institution statement (within last 90 days)
   • Pay stub/earnings statement (within last 90 days)
   • Auto insurance (within last 6 months)
   • Auto registration (within last 12 months)

3. Direct the player to mail documents to:

   • MSL Processing
   • P.O. Box 15187
   • Lansing, MI 48901

Case Logging Requirements:

• Owner: Customer Support
• Category: Account Changes
• Subcategory: Change of Contact Details
• Subject: Change of Contact Details
• Resolved: Yes

Additional Information / Tips

• Encourage self-service updates whenever possible for faster resolution.
• Ensure documents are clear, legible, and current.
• If ID does not reflect the new address, proof of residency is required.
• Mailing is required only when the player cannot access their account.

Variations / Related Questions Phrased Differently

• “How do I change my address?”
• “I moved—how do I update my account?”
• “Can you update my address for me?”
• “My address is wrong on my account.”
• “I can’t log in—how do I change my address?”

Common Issues / Troubleshooting

• Issue: Player cannot log in to update address

  • Direct them to the mail-in process with required documents.

• Issue: ID does not show updated address

  • Request acceptable proof of residency instead.

• Issue: Player submits incomplete documentation

  • Clarify all required items (written request, ID/proof, username).

• Issue: Player unsure how to update in account

  • Walk them through My Account > Details navigation.

• Issue: Address change involves verification delays

  • Advise documents are processed in the order received and to monitor email for updates.