Ticket Checker/ Scanner

Article Title
Ticket Checker / Scanner

Category
General / Site & Games Information

General Information
The Ticket Checker/Scanner allows players to scan lottery tickets using the mobile app to quickly determine if a ticket is a winner and to enter eligible non-winning tickets for Second Chance drawings.

Purpose / Objective
To guide agents in assisting players with using the Ticket Scanner, understanding results, and resolving common scanning issues.

Scenario / Use Case
A player wants to scan a ticket, check if it is a winner, enter Second Chance drawings, or troubleshoot scanner-related issues.

Step-by-Step Instructions

Accessing the Ticket Scanner

1. Player logs into their account.
2. Tap the hamburger menu (top-left).
3. Scroll down and select Ticket Scanner.

Scanning a Ticket

1. Place the ticket barcode inside the scanner viewfinder.

2. Wait for the scanner edges to turn green.

3. If successful:

   • Ticket is entered
   • Player receives a confirmation message

4. Player will be notified:

   • If the ticket is a winner
   • If eligible, the ticket will be entered into Second Chance drawings (after 72 hours)

Authentication Requirement

• Players must be logged in to scan tickets
• Unauthenticated players will be prompted to log in or register before scanning

Common Scanner Messages & Issues

• Locked Out (Too Many Invalid Entries):

  • Player must wait before attempting again

• “Contact the Lottery” Message:

  • Occurs when scanning an expired ticket
  • Ticket validity:
    • Draw tickets: Valid 1 year from draw date
    • Instant tickets: Expiration printed on ticket

• “Contact Support” Message:

  • Indicates a major prize ($600 or more)
  • Player must contact support:
    • 1-844-917-6325 (Option 2) to schedule appointment

• “Results Pending” Message:

  • Draw results are not yet posted
  • Advise player to try again later

Damaged Tickets / Errors

• If ticket is damaged or shows “already cashed”:
  • Direct player to mail-in claim process:
    • MSL Website > Resources > How to Claim Prizes > Mail-In Claims
  • Players should follow mail-in instructions (do not transfer to PR)

Troubleshooting

• If player cannot access scanner:
  • Perform basic troubleshooting steps
  • Ensure app is working correctly

Additional Information / Tips

• Ensure barcode is fully visible when scanning
• Encourage steady positioning of the ticket
• Remind players Second Chance entries are processed after 72 hours

Variations / Related Questions Phrased Differently

• “How do I scan my ticket?”
• “Where is the ticket scanner in the app?”
• “Why won’t my ticket scan?”
• “What does ‘results pending’ mean?”
• “Why does it say contact the lottery?”

Common Issues / Troubleshooting

• Issue: Scanner not working

  • Perform basic troubleshooting

• Issue: Ticket expired

  • Explain expiration rules

• Issue: Major prize message

  • Direct to contact support for claim process

• Issue: Player locked out

  • Advise to wait before retrying

Case Logging Requirements

• Log based on inquiry type:
  • General scanner questions
  • Scanner errors or technical issues