In some cases, an instant identity approval of player registration is not possible through the Mass Lottery mobile app.  It could be that some information was mistyped or that our identity verification service was unable to confirm your age and personal information as being accurate.  

Mass Lottery has flexible options available for you to activate your account, including virtual video appointments and in-person activation at Claim Centers.


Be sure to have both of the following identifying documents with you for virtual & in-person appointments: 

1. A non-expired signed government-issued identification card that contains a photo (e.g., drivers license, passport, etc.)

2. Documentation with proof of your Social Security number (e.g., Social Security card, W-2 form, SSA-1099, Non-SSA-1099, pay stub that displays 9-digit SSN)


In order to have your account activated virtually, please contact the Lottery at (781) 849-5559.  Let the claim agent know your Mass Lottery Player Account registration failed and request to set up a video meeting in order to verify your account.


In order to have your account activated in-person, please visit one of our Claim Centers.

On arrival, let a claim agent know that you were trying to register in the app but received a failure.  They can then look up your account using your identity documents and activate your account once confirmed.  If your account is activated, you can login using the same email and password that you had created at the time of registration.