Mobile App (My Account)

Article Title
Mobile App My Account

Category
Technical Issues / Site Technical Issues

General Information
The My Account section in the mobile app allows players to manage their personal details, access financial features, and review account activity. It is accessible after logging into the account.

Purpose / Objective
To guide agents in assisting players with navigating and using the My Account section within the mobile app.

Scenario / Use Case
A player needs help accessing account information, updating personal details, or locating specific account features in the mobile app.

Step-by-Step Instructions

Accessing My Account

1. Player logs into the mobile app.
2. Tap the hamburger menu (top-left).
3. Select My Account.

Personal Details

Players can view:

• Email
• Password
• Full name
• Address
• Phone number
• Last login
• Account balance

Players can edit:

• Email
• Password
• Name (first, last, suffix)
• Address
• Phone number

Depositing & Withdrawing

• Accessible directly from My Account menu
• Players can initiate deposits and withdrawals

My Draw Tickets

Players can:

• View active subscriptions
• Check upcoming tickets
• Review ticket results
• Access favorite purchases

Bonuses

Players can:

• View available bonus offers
• Review bonus activity

Tools

Players can:

• Upload documents
• Adjust accessibility settings
• Update personal preferences

History

Players can view:

• Transaction history
• Gameplay history (Previously Played Games)
• Major prizes under Tax Reported Prizes

Raffles

Players can:

• View upcoming raffle entries
• Review raffle ticket history

Responsible Gaming

Players can manage:

• Deposit limits
• Daily loss limits
• Self-exclusion
• Cool-off periods

Redemption Center

• Players can enter promo/redemption codes

Additional Information / Tips

• Encourage players to use the hamburger menu for easy navigation
• Remind players to save changes after updating account details
• Direct players to appropriate sections based on their request

Variations / Related Questions Phrased Differently

• “Where do I find my account in the app?”
• “How do I change my email or password?”
• “Where are my tickets or history?”
• “How do I access bonuses?”
• “Where do I set limits?”

Common Issues / Troubleshooting

• Issue: Player cannot find My Account

  • Direct to hamburger menu (top-left)

• Issue: Player cannot update details

  • Confirm fields are editable and saved

• Issue: Player cannot find transactions or games

  • Direct to History section

• Issue: Player unsure where to deposit or withdraw

  • Guide to My Account > Deposit/Withdraw

Case Logging Requirements

• Log based on the specific inquiry type (account, transaction, or navigation issue)