Two Factor Withdrawal Authentication

Article Title
Two Factor Withdrawal Authentication

Category
Cashout / Documents

General Information
Two-Factor Authentication (2FA) is an added security step required when requesting withdrawals. It ensures that only the account holder can initiate sensitive transactions such as withdrawals.

Purpose / Objective
To guide agents in assisting players with completing withdrawal authentication and troubleshooting issues related to 2FA codes.

Scenario / Use Case
A player is attempting to complete a withdrawal and is required to enter a verification code, or they are not receiving or successfully entering the code.

Step-by-Step Instructions

Requesting a Withdrawal Code

1. Player submits a withdrawal request:

   • For a new withdrawal method OR
   • For withdrawals of $50 or more

2. A prompt appears requesting a 6-digit code sent via email.

3. Player enters the code:

   • Code expires after 5 minutes
   • Only the most recently requested code is valid

4. If code is not received:

   • Player can request a new code after 1 minute

5. After entering the code, player clicks Submit again.

6. If successful:

   • Confirmation is displayed
   • Funds move to a pending withdrawal status

Troubleshooting 2FA Code Issues

• Confirm the email address or phone number matches the account
• Check if the email is marked as invalid
• Verify in the Messages tab that the code was sent
• Ask the player to check spam/junk folders
• Ensure emails are enabled in account settings
  • If not, enable and have the player sign out/in and retry
• Inform player that emails may be blocked if previously marked as spam
• Advise they can:
  • Update email settings
  • Contact their email provider
  • Change their email address on the account

Known email domains that may have issues:

• Comcast
• iCloud
• Yahoo
• SBCGlobal

Sending email addresses:

• support@t.michiganlottery.com
• support@michiganlottery.com

Multiple Unsuccessful Attempts

• If the player cannot receive or use the code after all troubleshooting:
  • Assist with submitting a Compliance Withdrawal Request

Additional Information / Tips

• Codes are time-sensitive and must be entered quickly
• Only one valid code at a time
• Email delivery issues are a common cause of failure

Variations / Related Questions Phrased Differently

• “Why do I need a code to withdraw?”
• “I didn’t get my withdrawal code”
• “My code isn’t working”
• “How do I verify my withdrawal?”
• “Why is my withdrawal asking for authentication?”

Common Issues / Troubleshooting

• Issue: Code not received

  • Check spam, confirm email, resend code

• Issue: Code expired

  • Request a new code and enter within 5 minutes

• Issue: Multiple codes requested

  • Use only the most recent code

• Issue: Email blocked or filtered

  • Update email settings or change email address

• Issue: Repeated failures

  • Proceed with Compliance Withdrawal Request

Case Logging Requirements

• Owner: Customer Support / Support
• Category: Cashout / Documents
• Subcategory: General Cashout Enquiry / Cashout Policy
• Subject: General Cashout Enquiry / Cashout Policy
• Resolved: Yes