Retailer FAQ

How do I find out what prizes are remaining in a Scratch-off game?

Prizes remaining for each Scratch-off game can be found on our website, https://www.kylottery.com/apps/scratch_offs/prizes_remaining.html or can be printed from your Altura terminal as a Prizes Remaining report.

What happens when the top prize of a game is claimed?

Tickets may continue to be sold after some prizes, including all top prizes, have been claimed.

What does it mean when the terminal says, “System Suppressed”?

It may be an accounting issue. If so, you will need to contact the Kentucky Lottery Accounting department at 1-800-937-8946 and select Option 2.

However, it may be that you have scan to many non-winning lottery tickets and you need to reset.

What does it mean when the terminal says “Comm Down”?

It means that the phone lines are down; you will need to contact IGT at 1-800-599-5686.

What if I am having trouble scanning tickets?

Please call 1-800-599-5686.

What does it mean when the terminal says, “System Problems, Contact Lottery"?

This may be a result of system issues. Please contact IGT at 1-800-599-5686.

How many times can I scan non-winning ticket before I’m shut down?

The terminals do not have a set amount of tries, for security reasons.

Who does the maintenance work on the “Check-a-Ticket” machines?

You need to contact IGT at 1-800-599-5686.

What do I do if I cannot run my billing report?

Contact the Kentucky Lottery Accounting department at 1-800-937-8946 and select option 2.

What draw games can be canceled?

Pick 3, Pick 4, Cash Ball without EZ Match, Kentucky 5 without Xtra and Keno tickets can be canceled.

I have a pack of tickets that I didn’t activate and the game has ended. How do I get credit for these tickets?

Please call 1-800-937-8946. Your sales representative will then be contacted and asked to pick up the tickets for review of credit to your account.

I need to place a ticket order after 4:00 PM ET or on the weekend. Can I still place an order?

Please call 1-833-306-5124 where you will be prompted to leave a message.

Your order will then be placed on the next business day.

What does it mean when the terminal says, “Retrying Transaction”?

This may be a communication issue. Please contact IGT at 1-800-599-5686.

I have tried to activate a pack of tickets, and the terminal says, “Game Not Found, Contact Lottery.”

This simply means that the game is no longer in the system. It may be an old game that has ended or a new game that has not yet started. Please call the Kentucky Lottery at 1-800-937-8946.

I need to get a ticket validated. What number do I call?

You want to call the Retailer Hotline at 1-800-937-8946 and select option 3.

My printer jammed and I didn’t get all of the tickets. What should I do?

First press the reprint key. If your tickets still do not print you will need to contact IGT at 1-800-599-5686.

Can I order supplies through my terminal?

No. To order supplies you should call call 1-800-599-5686.

What does it mean when the terminal says, “Tickets Not Issued, Contact Lottery”?

This simply means that the tickets are not assigned to your store. You will need to contact the Kentucky Lottery at 1-800-937-8946.

Who do I call when I am having problems with my vending machine?

Please call 1-800-599-5686.

Why can I not activate a pack of tickets?

There is a chance that the game may be past the activation date or the pack wasn't assigned to your store. If that pack of tickets is past the activation date, your external rep can pick them up and give you credit. If the pack wasn't assigned to you, call the Retailer Hotline at 1-800-937-8946 and they will be able to assist you.

How are the odds for scratch-off tickets determined?

The odds are simply determined by taking the total number of tickets printed for a specific game divided by number of winning tickets printed.

For instance, if there are 400,000 winning tickets for a game and there are 1.4 million tickets printed, the odds are: 1.4 million/400,000 = 1:3.5. So, on average (for this example), the odds of winning are 1 in every 3.5 tickets. That doesn't mean that every 3 or 4 tickets is a winner. It means that out of all the 1.4 million tickets printed, the average number of winners will come out to 1 in 3.5. In some cases, there will be a number of winning tickets in a row and, in other cases, there may be a number of tickets in succession without a winner.

Why can’t I return full packs of tickets when doing self returns?

We offer self returns on the partial packs as a benefit to retailers to alleviate any cash flow issues that may incur due to the KY Lottery requesting that the new games be activated on Thursday of launch week. By self returning the partial packs that have been pulled from the dispensers in order to begin selling the new games, the retailer gets credit on the next weeks billing statement. The full packs have a bill date of 120 days from issue, which gives the sales rep time to get those full packs removed from the retail locations before they are due.

Why do I need a dedicated electrical outlet for my Lottery terminal?

A dedicated electrical outlet is required for your lottery terminal and is essential to ensuring that your equipment remains in excellent working condition. Below is an example of some of the problems that can occur when you do not have dedicated electric:

- Communication Issues
- Noise on the line
- Unable to communicate
- Blown CSU/DSU
- Printers mis-printing or not cutting, causing paper jams
- Blown power supplies
- BOMR mis-reads (play slip reader)
- Blown LCD displays

Dedicated electric is required for your lottery equipment and use of this outlet can and will cause problems with lottery equipment. When IGT is called to a store for a terminal problem, and there is not dedicated electric, they will fix the problem, but will not come back for additional problems until the terminal has dedicated electric.

Dedicated electric is very important to the overall wellness of not only your terminal, but the entire network of terminals! Help keep your terminal in good working condition by having dedicated electric.

What is a Second Chance Promotion?

A second chance promotional drawing is for players to have the opportunity to enter Scratch-off tickets or Terminal Generated Game tickets into a drawing to win a prize. The Kentucky Lottery has second chance promotions throughout the year for different games. You will need to check the Kentucky Lottery website or app for any second chance promotions. To qualify you must meet the criteria set forth in the promotion. There are some second chance promotions that are for only non-winning tickets and some that are for both winning or non-winning tickets if purchased at a particular retailer. A player should refer to any rules for eligibility. Entry into a second chance promotion must be completed during the promotional period through the KLC Website or App.