Understanding the service
An order confirmation, a payment record and a scanned form are different documents. Keeping them separate makes it easier to understand what each one records and to explain a question to support.
Identify the document in front of you
A confirmation can describe an order placed with a service. A payment record describes a payment event. A scanned form shows the details visible on that form. Do not assume that one document contains all the information found in the others.
Lottomatic’s published service guide says a scanned copy is sent by email and added to the personal area after submission at a point of sale. This describes the published process; it is not a promise that every order has already completed it or that a particular delivery time applies.
Check readability and matching details
For a form you already ordered, compare the game, draw details and visible selections with the order information. Check that the image is readable enough to inspect those details. Keep the original file rather than relying only on a cropped screenshot.
If the email is missing, check the account’s personal area and the email address you used. If the form is still unavailable, or if the details do not match, ask support to clarify the order’s status. Avoid placing a duplicate order merely to test whether the first one went through.
Send a precise support question
Explain which document is missing or unclear and identify the relevant order through the service’s established support channel. Share only the information needed to resolve that question, and never send a password or full payment-card details.
For example: “I can see a payment record, but I cannot find the scanned copy for this order. Please confirm the order status and where I can find the copy.” Retain the response together with the documents. Current service terms remain the source for the service’s obligations.
Your checklist
- Know which document you have
- Check the copy is readable
- Compare the draw and game details
- Ask about missing documents before placing a duplicate order
Sources and further reading
General information only. Rules and prices may change. Check the current sources. The service is for adults aged 18 and over.