Kindly submit a support ticket under the ticket type "Lost Device/Locked out via 2FA" with PlayWallet Support.

You will need to submit photo ID documentation that matches your details on the PlayWallet & shows your:

  •  Name,
  • DOB, or
  • Address

You may be required to submit more than one piece of documentation to have all of this information verified.

Please also include:

  • a selfie of you holding the photo ID so we can verify it is the same person trying to access your account, and
  • your mobile phone number including country code that is capable of receiving SMS.

Due to the lost device/ failure of your Google Authenticator app we will be moving you to SMS 2FA

We will notify you once SMS 2FA has been set up on your account.

Please note that all subsequent logins will require a new code received via SMS. If you lose your phone or your number changes, you will need to advise us through a new Support ticket.