Frequently Asked Questions

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VIP Players Suite® General Questions

How much does it cost to become a VIP Players Suite® Member?
Do I have to be a VIP Member if I only want to submit ticket entries for drawings and/or to earn VIP Reward® Points?
How can I enter tickets and participate in other VIP Players Suite® functions?
Why am I required to enter additional personal information such as the last four digits of my Social Security Number in my VIP Account?
I’ve entered all the requested information, including the last four digits of my Social Security Number and still cannot register my account. What can I do?
What happens if I don’t have a Social Security Number?
I entered the last four digits of my Social Security Number and got a message that said I already have an account.
How do I change my VIP Players Suite® password?
I have forgotten my VIP account’s registered password. What can I do?
I am entering my registered email address and password but getting a message: “Log-in was unsuccessful. Please correct errors and try again.” What can I do?
How do I make changes to my personal information registered in my VIP account?
What should I do if I have additional questions or encounter a problem at the VIP Players Suite®?
Can I access the VIP Players Suite® from my mobile device?


VIP Rewards®

What are VIP Rewards® Points?
What tickets are eligible to earn VIP Rewards® Points?
How do I enter my tickets to earn VIP Rewards® Points?
What can I do with my VIP Rewards® Points?
How many VIP Rewards® Points do I get for each ticket?
Is there a limit on how many VIP Rewards® Points can be earned?
What happens if I enter a ticket entry that takes my account over the monthly 5,000 VIP Rewards® Point limit?


VIP Store

How do I redeem my VIP Rewards® Points?
Is there a limit on how many VIP Rewards® Points can be redeemed for VIP Store merchandise?
How do I check the status of an item I ordered?
What should I do if I do not receive an item that I ordered?
What should I do if an order I receive is incorrect or damaged?
Can I cancel or return my order?


Play It Again! and Second Chance drawings

What tickets are eligible for Play It Again!?
What tickets are eligible for Second Chance drawings?
How do I enter my Instant Tickets into Play It Again! and Second Chance drawings?
Is there a limit on how many eligible tickets I can enter for drawings?
Can a player win more than once in a Play It Again! drawing?
Can a player win more than once in a Second Chance drawing?
How often will Play It Again! drawings be held?
What happens to ticket entries after a Play It Again! drawing?
When I try to enter my instant ticket, why did I see an INVALID ENTRY message?
When I try to enter my drawing-style ticket, why did I see an INVALID ENTRY message?
How can I be sure that my entry has been submitted?
How and when are Play It Again! and Second Chance winners contacted?
I have entered my non-winning instant ticket into a drawing. Must I keep the ticket or can I throw it away?
When I use my VIP Rewards® Points, do my entries from which I earned these points remain in my account for future drawings?
What are my chances of winning a Play It Again! drawing?


VIP Players Suite® General Questions

Q: How much does it cost to become a VIP Players Suite® Member?

A: Absolutely nothing! Membership and benefits are free.

Q: Do I have to be a VIP Member if I only want to submit ticket entries for drawings and/or to earn VIP Reward® Points?

A: You must be a registered VIP Member to enter eligible tickets and earn VIP Reward® Points.

Q: How can I enter tickets and participate in other VIP Players Suite® functions?

A: To participate in the various VIP functions, you must first register an account. Click REGISTER NOW on the VIP Players Suite® Log-in/Register page and follow the instructions. Please complete all required fields correctly so your identity will be confirmed by the system. Be sure to register your legal name and personal information correctly as shown on your official IDs.

Q: Why am I required to enter additional personal information such as the last four digits of my Social Security Number in my VIP Account?

A: Such information is necessary to help validate the identification of the member and thereby maintain the integrity of the VIP Players Suite® program.  In doing so, the Tennessee Lottery can verify that the member is at least 18 years of age, as required by law; and, ensure that each member has no more than one account as required by the program’s RULES and TERMS OF USE. The requested information is secured via encryption and not shared or used for any other purpose.

Q: I’ve entered all the requested information, including the last four digits of my Social Security Number and still cannot register my account. What can I do?

A: First, be sure you have entered the last four digits of your Social Security Number and all other information correctly. Use your legal name and home address as they appear on your current driver's license or government-issued ID. If you have recently changed your last name, try using your previous name.

If you are still unable to register an account, please call the following number for further assistance and instructions for submitting ID documents—

MDI Player Services Hotline – 800-201-0108
Monday-Sunday with messaging options outside normal business hours

Q: What happens if I don’t have a Social Security Number?

A: In order to participate fully in the VIP Players Suite®, you must be 18 years of age or older. The Lottery uses the required registration information to verify this age requirement is met, as well as to ensure that each member maintains only one active account. 

If you do not have a Social Security Number, please call the following number for further assistance and instructions for submitting ID documents—

MDI Player Services Hotline – 800-201-0108
Monday-Sunday with messaging options outside normal business hours

Q: I entered the last four digits of my Social Security Number and got a message that said I already have an account.

A: The RULES and TERMS OF USE for the VIP Players Suite® require that members have only one (1) account per person

If you receive this message and do not have another registered account and are sure you have entered all personal information correctly, please call the following number for further assistance and instructions for submitting ID documents—

MDI Player Services Hotline – 800-201-0108
Monday-Sunday with messaging options outside normal business hours

Q: How do I change my VIP Players Suite® password?

A: To change your registered password, log into your VIP account, link to MY VIP MEMBERSHIP, click CHANGE MY PASSWORD  at top of page and follow instructions.

NOTE: Passwords must be 8-16 characters and include at least 1 letter and 1 number.

Q: I have forgotten my VIP account’s registered password. What can I do?

A: Go to the VIP Players Suite® LOG-IN/REGISTER page, click FORGOT VIP PASSWORD? link located below the password text field and follow instructions to receive an email with a temporary password and instructions for accessing your account and changing your password back to what you want it to be.

NOTE: Only click FORGOT VIP PASSWORD? once as multiple clicks will produce more than one email with different temporary passwords.

The length of time required to receive the email can vary depending on your email provider. If you do not receive the Reset Password email, be sure to do the following—
  • Check your Junk or Spam Folder.
  • Add “no_reply@tnvipsuite.com” to your email list of contacts so the email is not blocked by your email provider. Some email providers will rate limit and/or block the email.
If you have not received the Reset Password email within 1-2 business days, please call the below number for further assistance—

MDI Player Services Hotline – 800-201-0108
Monday-Sunday with messaging options outside normal business hours

Q: I am entering my registered email address and password but getting a message: “Log-in was unsuccessful. Please correct errors and try again.” What can I do?

A: Your email address and password must be entered exactly as you registered.

If you have forgotten your registered password, follow instructions in previous related question to receive an email with password reset instructions.

NOTE: After ten (10) consecutive attempts to access your account with an invalid email address and/or password, your account will be locked for security reasons.

If you have forgotten your registered email address or if your account is locked, please call the following number for further assistance—

MDI Player Services Hotline – 800-201-0108
Monday-Sunday with messaging options outside normal business hours

Q: How do I make changes to my personal information registered in my VIP account?

A: To make changes to your personal information, log into your account, link to MY VIP MEMBERSHIPmake needed changes and be sure to click Update at the bottom of the screen. 

NOTE: To make changes to your account’s registered name, date of birth or last 4 digits of Social Security number, you will need to call the following number for instructions for submitting ID documentation confirming the change—

MDI Player Services Hotline – 800-201-0108
Monday-Sunday with messaging options outside normal business hours

Q: What should I do if I have additional questions or encounter a problem at the VIP Players Suite®?

A: To ensure you can participate in all VIP Players Suite®functions, please make sure your internet browser has current updates. The current and past two versions of major browsers are supported by the website.

If you continue to have problems, please review the website FAQs.  If you cannot find your answer, send us an email—Go to MEMBER FEEDBACK link and select the subject of your issue from the dropdown menu. Please provide as much detail as possible and we will respond to your email as quickly as possible.

Q: Can I access the VIP Players Suite® from my mobile device?

A: Many areas of the VIP Players Suite® can be accessed from most web-capable mobile devices.

You can also access the VIP Players Suite® by downloading the TN-VIP App, which allows you to scan your eligible tickets for entries in Play It Again! and Second Chance drawings, earn VIP Rewards® Points, shop in the VIP store and enter VIP Rewards® drawings.

NOTE:  The VIP Store Message Center, My Wish List and Music Downloads cannot be accessed on the mobile website.

The TN-VIP app supports iPhone 4S and above and any iPad using IOS version 7 and above. The app also supports any Android enabled phone or tablet with Operating System 4.1+ or higher. Scanning users will also need autofocus and a camera with at least 5 megapixels.

To download this free App to your mobile device, just visit the App Store in iTunes or Android Google Play and install the Tennessee Lottery’s TN-VIP App.
Apple VIP App  Android VIP App

VIP Rewards®

Q: What are VIP Rewards® Points?

A: VIP Rewards® is an exciting program that allows VIP Members to earn VIP Rewards® Points each time they enter an eligible instant and/or drawing-style ticket. VIP Rewards® Points can be used to shop in the exclusive VIP Store which offers a catalogue of fantastic merchandise, from digital downloads to sporting equipment to popular electronics and much more! Points may also be used to enter VIP Rewards® Drawings, which offer the chance to win a variety of incredible merchandise or travel/experience packages.

VIP Rewards® Points earned and redeemed are limited. For more information, see VIP RULES or find the specific question in this FAQs section.

Q: What tickets are eligible to earn VIP Rewards® Points?

A: Eligible drawing-style and instant tickets may be entered to earn VIP Rewards® Points. Check the ELIGIBLE GAMES link to view a list of eligible games.

Q: How do I enter my tickets to earn VIP Rewards® Points?

A: Entering tickets to earn VIP Rewards® Points is easy! Just visit the VIP Players Suite® and click the ENTER TICKETS link. Each entry requires one (1) eligible Tennessee Lottery instant and/or drawing-style ticket.

For details on how to enter tickets, refer to the instructions provided on the ENTER TICKETS link and be careful to read all digits/characters correctly.

Or, simply download the TN-VIP App that includes a convenient ticket scanning feature. To download this free App to your mobile device, just visit the App Store in iTunes or Android Google Play and install the Tennessee Lottery’s TN-VIP App.
    

Q: What can I do with my VIP Rewards® Points?

A: You can use your VIP Rewards® Points to shop in the exclusive VIP Store, which features a catalogue of fantastic merchandise, from digital downloads to sporting equipment to popular electronics and much more!

Points may also be used to enter VIP Rewards® Drawings, which offer the chance to win a variety of incredible merchandise or travel/experience packages.

NOTE: Redeeming VIP Rewards® Points for VIP Store merchandise or using to enter VIP Rewards® Drawings will not affect your Play It Again! or Second Chance drawing entries.

VIP Rewards® Points earned and redeemed are limited. For more information, see VIP RULES or find the specific question in this FAQs section.

Q: How many VIP Rewards® Points do I get for each ticket?

A: The number of Points awarded for each eligible ticket will vary. Each time you submit an eligible ticket, the number of Points you earned for that ticket entry will appear in a confirmation message and be listed on your MY VIP ENTRIES link where you can view your most recent twenty (20) ticket entries.

Q: Is there a limit on how many VIP Rewards® Points can be earned?

A: There is no limit to the number of VIP Rewards® Points you may have in your account but there is a limit to how many you may earn each month.

No more than 5,000 VIP Rewards® Points may be earned per calendar month. You may still enter eligible tickets for Play It Again! and Second Chance drawings, but you will not earn Points for those tickets once you reach the 5,000 VIP Rewards® Points monthly limit. You will resume earning Points for ticket entries on the first day of the following month.

Q: What happens if I enter a ticket entry that takes my account over the monthly 5,000 VIP Rewards® Point limit?

A: If a valid ticket entry results in your account going over the monthly 5,000 Point limit, you will see a message that you did earn all of the Points associated with that ticket. For instance, if you have entered valid tickets during the month and have a total of 4,990 Points and your next ticket entered earns 50 Points, you will be credited with the full 50 Points earned from that ticket. You will have earned 5,040 Points for the month and will no longer be able to add more Points to your account until the first day of the following month.

VIP Store

Q: How do I redeem my VIP Rewards® Points?

A: Click the VIP Store link on the upper left of the VIP Home  page to see currently available store merchandise. Click on an item to see additional information about that item. To place an order, indicate the quantity of each item you would like to order and then click Add to Cart. You will have an opportunity to confirm the details of the order before the order is placed.

Points may also be used to enter VIP Rewards® Drawings, which offer the chance to win a variety of incredible merchandise or travel/experience packages. Click the VIP Rewards® Drawings link to view details of current drawings and deadlines for entries.

VIP Rewards® Points earned and redeemed are limited. For more information, see VIP RULES or find the specific question in this FAQs section.

Q: Is there a limit on how many VIP Rewards® Points can be redeemed for VIP Store merchandise?

A: No more than 100,000 VIP Rewards® Points can be redeemed for VIP Store merchandise per calendar year. On January 1 of the next calendar year, you can again redeem your VIP Rewards® Points for VIP Store merchandise up to the annual 100,000 Point limit.

There is no limit for VIP Rewards® Points used to enter VIP Rewards® Drawings, and the use of Points for drawings will not count toward the annual 100,000 Point limit.

Q: How do I check the status of an item I ordered?

A: You can check the status of any items you have ordered by going to the VIP Rewards® Points link and clicking the ORDER HISTORY link in the menu and you can view all items you have ordered and the current status of each one. Please allow 4-6 weeks for delivery of your order.

Q: What should I do if I do not receive an item that I ordered?

A: Please allow up to 4-6 weeks for delivery of your order. If you have not received your merchandise after 6 weeks from the order date, please call the following number for further assistance—

MDI Player Services Hotline – 800-201-0108
Monday-Sunday with messaging options outside normal business hours

Q: What should I do if an order I receive is incorrect or damaged?

A: It is important to check your order for any damage or other issues immediately after delivery and report any problems by calling the following number—

MDI Player Services Hotline – 800-201-0108
Monday-Sunday with messaging options outside normal business hours

Q: Can I cancel or return my order?

A: Orders cannot be canceled after they have been entered or returned after they have been received. Be sure to check all details carefully on the order confirmation page before submitting your order.

If an item is damaged or not what you ordered, please call the following number for further assistance and instructions—

MDI Player Services Hotline – 800-201-0108
Monday-Sunday with messaging options outside normal business hours

Play It Again! and Second Chance drawings

Q: What tickets are eligible for Play It Again!?

A: Any non-winning instant ticket that does not include another separate Second Chance drawing for prizes is eligible. All entries remain in accounts until those specific games are scheduled for a Play It Again! drawing. The prize will be the top prize of each specific game.

See the ELIGIBLE GAMES link for a list of all Play It Again! eligible instant tickets. Game Number referenced on the ELIGIBLE GAMES link will be the first three (3) digits of the twelve (12) digit Ticket Number located on the back, bottom of the ticket. The ELIGIBLE GAMES link is updated after each drawing to include games still eligible for future drawings.

Q: What tickets are eligible for Second Chance drawings?

A: Tickets for Second Chance drawings are those licensed property instant ticket games that have a separate Second Chance drawing for prizes. See the ELIGIBLE GAMES link for a list of all current Second Chance drawings.

Q: How do I enter my Instant Tickets into Play It Again! and Second Chance drawings?

A: Log into your VIP account and click the ENTER TICKETS link. Each ticket entry requires one (1) eligible non-winning Tennessee Lottery instant ticket.

You can view all games eligible on the ELIGIBLE GAMES link. Game Number referenced on the ELIGIBLE GAMES link will be the first 3 digits of the 12-digit Ticket Number on back, bottom of ticket.

When you enter eligible tickets into a drawing, you will also earn  VIP Rewards® Points!

For details on how to enter tickets, refer to the instructions provided on the ENTER TICKETS link and be careful to read all digits/characters correctly.

Or, simply download the TN-VIP App that includes a convenient ticket scanning feature. To download this free App to your mobile device, just visit the App Store in iTunes or Android Google Play and install the Tennessee Lottery’s TN-VIP App.
 

Q: Is there a limit on how many eligible tickets I can enter for drawings?

A: There is not a limit on the number of eligible tickets a VIP Member may enter into Play It Again! and Second Chance drawings. However, there are limits on the number of VIP Rewards® Points you may earn and redeem. For more information, see VIP RULES or find the specific question in this FAQs section.

Q: Can a player win more than once in a Play It Again! drawing?

A: A player may win only one (1) prize per Play It Again! drawing.

Q: Can a player win more than once in a Second Chance drawing?

A: Rules for Second Chance drawings vary depending on the game. Check game rules for the specific Second Chance game drawing you are entering.

Q: How often will Play It Again! drawings be held?

A: Several factors determine the Play It Again! Drawing dates including the ending dates of games; therefore, the drawing dates cannot be scheduled in advance. These drawings usually take place three (3) times per calendar year. Once a drawing date is scheduled, the date and other details, such as the deadline for entries and the games included, will be announced and posted on our websites.

Q: What happens to ticket entries after a Play It Again! drawing?

A: After each Play It Again! drawing, all entries for games still eligible for a future drawing remain in accounts. Check the ELIGIBLE GAMES link for game names and game numbers still eligible for future drawings.

Q: When I try to enter my instant ticket, why did I see an INVALID ENTRY message?

A: First, check your instant ticket to confirm it is not a winning ticket. If not, confirm the Game Name and Game Number (first 3 digits of the 12 digit Ticket Number on back bottom of ticket) are listed on the ELIGIBLE GAMES link and that you are entering the correct digits from your ticket.

If you still cannot enter the ticket, please call the number below to give more specifics about the ticket numbers, or send us the information in an email by clicking the MEMBER FEEDBACK link.

Tennessee Lottery Player Hotline Mon-Fri, 8:30AM CT-5:30PM CT; choose option zero (0) to be transferred to Player Services

In the (615) and (629) areas dial 615-254-4946
In the (901) area dial 466-4946
In the (865) area dial 512-4946
In the (423) area dial 939-7529
All other areas in Tennessee dial 1-877-786-7529
Outside Tennessee dial 615-254-4946

Q: When I try to enter my drawing-style ticket, why did I see an INVALID ENTRY message?

A: See the ENTER TICKETS link for instructions for submitting the twenty-five (25) character code printed on drawing-style tickets. Be careful to enter all characters correctly.

Do not continue entering the same characters after receiving an Invalid Entry message because after five (5) invalid entry attempts, your account will be locked for twelve (12) hours for security reasons. If you still cannot enter the ticket code, please call the number referenced in the previous question.

Q: How can I be sure that my entry has been submitted?

A: When you submit your ticket entry, you will see a confirmation message identifying the ticket number and how many Points earned for that ticket entry. You can view your last twenty (20) entries on the MY VIP ENTRIES link.

Q: How and when are Play It Again! and Second Chance winners contacted?

A: It can take several days to complete the drawings and other processes. Once the confirmation process is complete, the Tennessee Lottery will contact winners using information registered in their VIP Players Suite® accounts. Winners’ names, cities and states will be posted on the WINNERS links as soon as possible.

Please be sure the information registered in your account is complete and accurate, as having incorrect information could disqualify a winner.

Q: I have entered my non-winning instant ticket into a drawing. Must I keep the ticket or can I throw it away?

A: After submitting a ticket entry, please dispose of it properly. No ticket needs to be presented to claim a Play It Again! or Second Chance Drawing prize.

Q: When I use my VIP Rewards® Points, do my entries from which I earned these points remain in my account for future drawings?

A: Your ticket entries into drawings will not be impacted by the use of your VIP Rewards® Points.

Q: What are my chances of winning a Play It Again! drawing?

A: Your chance of winning a prize will vary based on the total number of entries that are received for a specific game’s drawing and the total number of entries that you have submitted.