Can a closed HelloMillions account be reopened?

How do I request that a closed account be reopened?

Contact Customer Support by chat or through Submit a Request. Provide:

• your name;
• the email address registered to the closed account; and
• the reason or circumstances under which the account was closed.

Wait for Customer Support to confirm that the account has been reopened before trying to use it. Once the team confirms reactivation, sign in to the existing account and check that access works.

Do not create a new account while waiting. The current Terms of Service permit only one Customer Account per person and direct anyone who loses access to contact support rather than register again.

Is every closed account eligible to reopen?

Reopening is not guaranteed. The Terms reserve HelloMillions’ discretion to suspend, close, refuse to open, or restrict an account. Customer Support must review the circumstances and tell you what applies to your account.

Different closure reasons can lead to different outcomes:

Account state	Published route
You voluntarily requested ordinary closure	Ask Customer Support to reopen the existing account.
You cannot sign in or triggered a temporary password block	Follow account-recovery steps rather than requesting a new account.
You unintentionally created duplicate accounts	Tell support about every related email address and identify the account you want to keep.
You selected Time-Out	Wait for the selected Time-Out to end; it cannot be cancelled.
You selected Self-Exclusion	Wait until the selected exclusion period has ended, then contact support; a 24-hour cooling-off period applies after the reactivation request.
HelloMillions suspended or closed the account	Contact support for the account-specific decision; reinstatement is not promised.

How is reopening after self-exclusion different?

Self-Exclusion lasts for a selected period from 1 month to 1 year. It cannot be reversed before that period ends, and the account cannot be accessed during the exclusion.

After the period ends, HelloMillions does not automatically email you to reactivate. The account remains closed until you contact the company, and a 24-hour cooling-off period applies once you request reactivation.

Do not try to bypass Self-Exclusion with another email address or account. The policy warns that attempts to circumvent the control may result in a permanent ban. If you need continued protection after the exclusion period, you do not have to request reactivation.

What if I am only locked out?

A sign-in problem is not necessarily a closed account. An account is temporarily blocked for 30 minutes after more than five incorrect password attempts in a row. Check that the email address and password are correct, use the password-reset process if appropriate, and contact support if access does not return.

If you use Google or Facebook sign-in, password management may take place with that provider. See Locked accounts and duplicate registration for the recovery paths.

What happens to the previous coin balance?

Do not assume a previous balance will return. Voluntary account closure forfeits continued access to and the right to use or benefit from associated Virtual Coins under the current Terms. Virtual Currency balances also expire after 60 days of account inactivity.

Ask Customer Support about the specific account record. Reopening does not promise restoration of a prior balance.

Frequently asked questions