Lotto Management FAQs

How do we set up a club lotto (first-time setup) and what is required?

Initial Lotto Setup:

1. Go to "Services" → "Lotto" → "Set Up Lotto"
2. Configure lotto details:
   • Lotto name
   • Draw frequency (weekly, monthly, etc.)
   • Ticket price
   • Number of numbers per ticket
   • Prize structure
3. Set up payment options:
   • One-off entries
   • Recurring subscriptions (auto-renew)
   • Both options available
4. Configure seller codes (if multi-seller)
5. Publish lotto

Requirements:

• Payment provider configured (Stripe/SumUp)
• Appropriate plan level (check plan features)
• Lottery license (may be required - see licensing FAQ)
• Credits available (if on credit-based plan)

After Setup:

• Share lotto link with members
• Promote through club channels
• Monitor entries and sales
• Run draws and announce winners

Can we run lotto with auto-renew / recurring monthly payments?

Yes! Auto-renew is fully supported:

Setting Up Auto-Renew:

1. When configuring lotto, enable "Auto-Renew" or "Recurring Subscriptions"
2. Set renewal frequency (weekly, monthly, etc.)
3. Configure pricing for recurring vs one-off
4. Members can choose subscription option when purchasing

How It Works:

• Members purchase lotto subscription
• Their numbers are saved
• Automatic payment on renewal date
• Numbers automatically entered each draw
• Continues until member cancels

Member Management:

• View all subscribers in admin dashboard
• See renewal dates and payment status
• Manage cancellations
• Export subscriber lists

Can buyers purchase one-off entries AND recurring subscriptions?

Yes! Both options can be available:

Dual Options:

• Configure lotto to offer both:
  • One-off entries (single draw)
  • Recurring subscriptions (auto-renew)
• Members choose their preferred option at purchase
• Different pricing can be set for each option

Configuration:

• Enable both "One-Off Entries" and "Recurring Subscriptions"
• Set pricing for each option
• Members see both options when purchasing
• Can switch between options if needed

Benefits:

• Flexibility for members
• Higher conversion (members choose preferred option)
• Recurring revenue from subscriptions
• One-off option for occasional players

How do sellers get unique seller codes/links so we can track sales (multi-seller / multi-club org model)?

Seller Codes Setup:

1. Go to "Lotto" → "Sellers" or "Seller Management"
2. Click "Add Seller" or "Create Seller Code"
3. Enter seller details (name, contact, etc.)
4. Generate unique seller code
5. Seller receives unique link/code

Seller Links:

• Each seller gets unique URL
• Share link with seller
• All sales through that link tracked to seller
• Seller can share link with their network

Tracking:

• View sales by seller in reports
• See seller performance
• Export seller-specific reports
• Commission tracking (if applicable)

Multi-Club Organizations:

• Set up multiple clubs under organization
• Each club can have sellers
• Track sales across organization
• Centralized reporting available

Contact Support if seller code feature not visible - may require plan upgrade.

How do I renew my lotto numbers / why can't I renew?

For Members:

• If auto-renew is active, renewal happens automatically
• If one-off entry expired, purchase new entry
• Go to lotto page and purchase again
• Your numbers may be saved for reuse

If Renewal Fails:

• Check payment method is valid
• Ensure sufficient funds
• Update payment details if needed
• Contact club admin if issues persist

For Admins Helping Members:

• Check member's subscription status
• Verify payment method
• Process manual renewal if needed
• Contact support if renewal option unavailable

My saved numbers disappeared on the new platform—how do I find them?

After V1 to V2 Migration:

• Saved numbers may not migrate automatically
• Numbers may need to be restored manually

To Restore Numbers:

1. Contact Klubfunder support
2. Provide:
   • Member email address
   • Club name
   • Approximate dates of lotto subscription
3. Support can retrieve numbers from V1 data
4. Numbers restored to member's account

For Members:

• Contact club admin first
• Admin can check account and contact support
• Provide email and club name
• Support will restore numbers

Prevention:

• Document lotto numbers before migration
• Export member lotto data if possible
• Keep backups of subscription details

Why am I being charged the "full price" (e.g., 3 for €5 no longer showing)?

Pricing Changes:

• V2 may have different pricing structure than V1
• Promotional pricing (3 for €5) may need to be reconfigured
• Check lotto pricing settings in admin dashboard

To Restore Promotional Pricing:

1. Go to "Lotto" → "Pricing" or "Lotto Settings"
2. Check current pricing configuration
3. Add promotional option:
   • "3 Numbers for €5" option
   • Or bulk pricing discounts
4. Save changes
5. Members see promotional pricing at checkout

If Option Not Available:

• Contact Klubfunder support
• Request promotional pricing feature
• Provide details of desired pricing structure
• Support can help configure or add feature

For Members:

• Contact club admin about pricing
• Admin can check and update pricing
• Or contact Klubfunder support

How do I stop auto-renew / cancel lotto subscription?

For Members:

1. Log into Klubfunder account
2. Go to "My Account" → "My Subscriptions" or "Lotto"
3. Find active lotto subscription
4. Click "Cancel" or "Stop Auto-Renew"
5. Confirm cancellation
6. Subscription stops after current period

For Admins:

1. Go to "Members" → find member
2. View their subscriptions
3. Click "Cancel Subscription" for lotto
4. Confirm cancellation
5. Member notified of cancellation

After Cancellation:

• Current subscription period completes
• No further automatic payments
• Member can purchase one-off entries if desired
• Numbers remain active until period ends

I was charged twice / multiple payments taken—what should I do?

Duplicate Charges:

• Can happen due to payment processing issues
• Or accidental multiple submissions

To Resolve:

1. Check payment history in account
2. Verify if charges are duplicates or separate transactions
3. Contact Klubfunder support immediately with:
   • Transaction dates and amounts
   • Order/subscription numbers
   • Screenshot of charges if possible
4. Support investigates and processes refund if duplicate

For Admins:

• Check member's payment history
• Verify duplicate charges
• Contact support on member's behalf
• Process refund if authorized

Prevention:

• Members should wait for payment confirmation
• Don't click submit multiple times
• Check account before retrying payment

My draws/credits/weeks left look wrong—can you check?

Checking Draw Status:

1. Go to "Lotto" → "Subscriptions" or "Entries"
2. View member's subscription details
3. Check:
   • Number of draws/weeks purchased
   • Draws used vs remaining
   • Renewal date
   • Payment history

Common Issues:

• Migration from V1 may have incorrect data
• Payment processing may have failed
• Subscription may have expired

To Fix:

• Contact Klubfunder support
• Provide:
  • Member email
  • Subscription details
  • What looks incorrect
• Support can review and correct

For Members:

• Contact club admin first
• Admin can check and contact support
• Provide email and subscription details

I can't download lotto entries / results missing—what's happening?

Downloading Entries:

1. Go to "Lotto" → "Entries" or "Draws"
2. Select the draw/date
3. Click "Export" or "Download Entries"
4. Choose format (CSV/Excel)
5. Download includes all entries for that draw

If Download Fails:

• Check if draw has entries
• Verify draw date is correct
• Try different date range
• Contact support if download unavailable

Results Missing:

• Results are entered manually by admin
• Check if results have been entered for that draw
• Go to "Lotto" → "Results" → enter results if missing
• Results appear after admin entry

Export Includes:

• Entry numbers
• Member names and details
• Numbers selected
• Payment status
• Entry date/time

Lotto players can't see their entries under "My Account"—is that expected?

Member View:

• Members may see subscriptions but not individual entries
• Entry details may be in "My Lotto" or "My Subscriptions"
• Individual draw entries may not be visible to members

Expected Behavior:

• Members see:
  • Active subscriptions
  • Renewal dates
  • Payment status
  • Weeks/draws remaining
• May not see:
  • Individual entry details per draw
  • Specific numbers entered each week
  • Historical entry details

If Members Need Entry Details:

• Admins can export and share
• Or provide entry confirmation emails
• Contact support if members should see more details
• Feature enhancement may be possible

Our V2 setup is asking for a lottery licence document—what if we can't find it?

Lottery License Requirements:

• Some regions require lottery licenses
• Klubfunder may need license for compliance
• License verification may be required for lotto setup

If License Missing:

1. Check with local authorities about license requirements
2. Apply for license if needed
3. Contact Klubfunder support to discuss:
   • License status
   • Alternative options
   • Temporary setup while obtaining license

Options:

• May be able to proceed with license application in progress
• Or use alternative fundraising methods temporarily
• Contact support to discuss specific situation

License Types:

• Club lotto licenses
• Small lotteries license
• Gaming license (depending on region)
• Check local regulations for requirements

Contact Support with your specific situation for guidance.