I’m trying to log in but it’s saying my account is closed, what should I do?

If you are getting a message that the account is closed, and you are sure you are getting the username correct, please contact our Customer Support Team for more details.

I have forgotten my username, what should I do?

On the 'Forgotten Details?’ page, click on the 'Forgotten Username' option.

Then, just enter your registered email address and we will send you a reminder of your username to this email account. The password is not saved on our systems so we cannot send your password to you.

I have forgotten my password, what should I do?

To reset your password, you can select the 'Forgotten Password' section after clicking ‘Forgotten Details?’ on the Home page.

You will first need to enter your username and date of birth, then click 'next' and enter your registered postcode and the answer to your security question. Please bear in mind that these are case-sensitive, for example, the Postcode is typically in capital letters. If you are unsure of your security answer, you can contact Customer Support.

I know my username and password are correct, but I still get an error, what should I do?

We recommend checking that your device's auto-correct feature does not change any of the details or add any spaces after the information you have entered.

If a space is entered after the username or password, they would not be accepted, and you would receive a message which advises that only numbers and letters should be entered. In this case, you can just use the backspace key on your device to remove any additional spaces. If this doesn't work at all, we recommend following the steps above to change the password just in case of a case-sensitivity or space that you're not aware of.

If you are resetting your password and get an error on the first page even though the details are correct you may have input your email in the "Username Reminder" section as well as filling in the "Reset Password" section. Please bear in mind that only one action can be performed at the same time. Remember to only fill in the left side for username reminders and right side for changing the password.

I have a message saying Remote Address Blocked. What does that mean?

This means your access is being denied, as your location is being determined as outside of the UK. We are a UK only site but if your Internet location suggests you are abroad, you will be locked out of your account as per our regulations.

If you are abroad, you will not be able to play until you are back in the UK. If you have problems playing once home, please contact our Customer Support Team.

If you are in the UK but are getting this error message, you just need to reset your Internet router. If you turn this off for 5-10 minutes, this should refresh your connection and place you back in the UK.