Site Settings

Settings is where you configure your whole site: branding and theme, checkout rules, ticket reservations, withdrawals and bank details, referrals, ID verification gates, maintenance mode, tracking pixels, responsible gaming thresholds, and your monthly billing. If a behaviour applies site-wide rather than to one competition, this is where you change it.

Where to find it: Admin → Settings (/admin/settings)

Pick a section from the list down the left: General, Billing, Appearance, PWA, Checkout, Referrals, Affiliates, Points, Wallet Top-Ups, Withdrawals, Identity Verification, Voluntary Code, Integrations and Advanced.

Affiliates only shows for admins whose role can manage affiliate finances.

On a narrow screen or a phone the list becomes a dropdown above the settings instead.

Looking for homepage layout, hero blocks, or menus? Those are managed in the page builder, not here — see Pages.

Save or discard your changes

Most settings on this page use a fixed bar at the bottom of the screen:

• Save — saves everything at once, across all sections, including theme changes. You can edit several sections and save once.
• Discard changes — appears only when you have unsaved edits. It reverts everything back to the last saved values (you'll be asked to confirm).

Three areas are exceptions and do not use the bottom bar:

• Identity Verification — the two gate toggles save immediately when you flick them, and the "Accepted documents" editor has its own Save/Discard buttons.
• Voluntary Code — the opt-in toggle and every checklist tick save immediately.
• Wallet Top-Ups: the Allow customers to buy site credit toggle saves immediately, and the amounts and bonus settings below it have their own Save/Discard buttons.

If you changed something and nothing happened on your site, the most likely cause is an unsaved edit — look for the Discard changes button in the bottom bar; if it's showing, you haven't saved yet.

Set your site name, logo and contact details

In the General section:

• Site Name (required) — your platform's display name, used across the site and in emails.
• Site Tagline — a short slogan.
• Site Logo — choose an image through the media picker. PNG, JPG, SVG, or WEBP up to 10MB; a transparent PNG around 240×60px works best.
• Favicon URL — the URL of your browser-tab icon.
• Contact Email — displayed on the website, and this address also receives the alerts that need you to step in (stuck orders, failed refunds, chargebacks), so keep it monitored.
• Support Phone — your customer support number.
• Activity Notifications Email — optional second inbox for the busy day-to-day notifications. See below.

Press Save in the bottom bar when done.

Send order and winner notifications to a separate inbox

By default every notification we send you — winners, prize choices, withdrawal requests, and the alerts that mean something is broken — lands in your Contact Email. On a busy site that can be dozens of routine emails a day, and the ones that actually need you get buried.

To split them up:

1. Go to Admin → Settings → General → Contact Information.
2. Type the address you want the routine mail to go to into Activity Notifications Email (for example a shared winners@ inbox your team watches).
3. Press Save in the bottom bar.

Leave the field blank and nothing changes — everything keeps going to your Contact Email.

Which emails go where

Activity Notifications Email	Contact Email
A winner has chosen their prize	An order is stuck
Someone has won a physical instant win prize	Order recovery has given up
A customer converted cash winnings to credit	A prize fulfilment job has given up
Ticket prize resolution notices	A refund is stuck
A main prize winner has been drawn	A top-up refund was rejected
A jackpot has been won	An instant win paid out twice
A new withdrawal request	A shortfall was credited during recovery
	A webhook failed
	Ticket counts don't match
	A ticket prize needs attention
	Chargeback evidence is needed

The right-hand column always goes to your Contact Email, whatever you put in the activity field. Those are the ones where money or a customer is at risk.

Stop the emails you never act on

Some activity emails are purely informational — the winner took the cash or the credit, and we've already paid it into their account, so there is nothing for you to do.

Turn on Don't email me when no action is needed (same section, just below the email fields) to stop sending those. It covers:

• Prize choices where the winner took cash or site credit
• Cash-to-credit conversions
• Ticket prize notices where a shortfall was compensated automatically. You'll still be emailed if a ticket prize failed or points at a competition that isn't available.

You will still be emailed when a winner chooses the physical prize, because that one needs posting.

Nothing is hidden by this toggle — every event is still there in Admin → Winners, the customer's wallet, and the audit log. You just stop getting the email.

Link your free entry (postal) page

Competitions must offer an alternative entry method. Under General → Free Entry Route, use the Free Entry Page picker to select one of your CMS pages or enter an external URL containing your postal entry instructions.

Once set, a Free postal entry available button appears beneath the entry button on competition pages and after instant-win results. It uses a subtle outline style that matches your theme's button shape, so it stays clearly visible without competing with paid entry.

Link your terms and privacy policy

Under General → Legal Pages, use the Terms & Conditions and Privacy Policy pickers to select the CMS pages holding your own legal documents, or enter an external URL.

These are the pages your customers are told they are agreeing to. The link beneath the pay button at checkout, and the "I agree to the Terms & Conditions" tick box on the registration form, both point at whatever you pick here.

Set them before you start taking orders. Until a page is picked, those two places still say what a customer is agreeing to but have nothing to link to, so nobody can read your terms before they buy.

Write the pages first

Create the pages under Pages and publish them, then come back here and pick them. Any slug works, including terms and privacy.

Add social media links

Under General → Social Media you can set seven links, all optional: Facebook, Twitter, Instagram, TikTok, YouTube, Discord, and Snapchat. These display in your site footer, and in the Social Follow block if you add one to a page. A channel you leave empty is simply not shown anywhere.

Show a site-wide announcement banner

Use this for flash promotions, delivery notices, or anything every visitor should see.

1. In the General section, find Announcements.
2. Tick Enable Site Announcement.
3. Enter your Announcement Text (e.g. "Special offer this week only!").
4. Press Save.

To take the banner down, untick the box and save — your text is kept for next time.

Take the site offline or show a launch countdown

Under General → Maintenance & Launch Mode, pick one of three modes:

• Site Live — normal operation; the site is accessible to visitors.
• Maintenance — visitors see a maintenance message instead of your site. Enter a Maintenance Message (e.g. "We're performing scheduled maintenance. We'll be back soon!"). Be aware this prevents customers accessing the site — they cannot browse or buy while it's on.
• Launch Mode — visitors see a countdown timer instead of your site. Set the Launch Date & Time and a Headline Message (e.g. "Coming Soon") displayed above the countdown. The site launches itself automatically when the countdown completes — you don't need to come back and flip the switch.

Press Save to apply. To bring the site back manually at any point, select Site Live and save.

Stop new customers registering

Under General → Registration, untick Allow New User Registrations and save. Existing customers can still log in and buy; new sign-ups are blocked. Useful during a soft launch or if you need to pause growth while investigating abuse.

Turn on Allow registration without address to remove the postal-address fields from sign-up. Customers can add their address later from their account. They can still win and buy normally, but Cashflows will not offer card saving until an address is present, physical loyalty-store items require one before redemption, and you may need to contact physical-prize winners for delivery details. The setting is off by default. While enabled, the profile-completion modal still requires a date of birth but does not demand an address. Turning it off restores address collection at registration and profile completion. Same-address/postcode fraud checks become less effective, and exports and chargeback evidence contain less customer information. Winners still appear in Winner Manager without a delivery address; staff must obtain it before dispatch. There are no new winner prompts, banners or emails. Before releasing this option, complete an address-free Cashflows sandbox payment and verify DNA checkout on the intended merchant configuration.

Let customers try the instant win game

Under General → Competition Pages, tick Let customers try the instant win game (off by default). This adds a Try it button on competition pages that have an instant win game, letting customers play a sample round to see how the reveal works before they enter. The demo does not enter them into the competition and awards no real prize.

Turn SMS marketing on or off

Under General → SMS Marketing, tick or untick Offer SMS marketing opt-in to customers (on by default). When off:

• The SMS opt-in checkboxes disappear from registration, checkout, and customers' account preferences.
• The SMS Marketing Export preset and the SMS consent only filter are hidden on the Users export panel.
• No text campaigns can be sent. The SMS page shows an "SMS marketing is switched off" warning and the Create Text Campaign button is disabled.

Customers can always opt out, whatever this toggle is set to.

Nothing is deleted: existing customers' SMS consent records are kept exactly as they were, so switching the toggle back on restores everyone's previous opt-in status. The SMS Consent fields also remain available in user exports as a historical record.

Hide the entry list from your competition pages

Competition pages show an All Entries list: every purchased ticket number with the name that holds it, and a search box over those names. Some operators would rather not publish that at all.

Under General → Customer Privacy, untick Show public entry list and save. The list and its search box disappear from every competition page, and the data behind them stops being served, so there is nothing left for anyone to read directly either.

You lose nothing in the admin area. A competition's Entries tab, its search, and the Export CSV button all work exactly as before, so you can still look up who holds a ticket and export the full list for a draw. See Competitions.

The setting covers your whole site rather than one competition at a time. Turn it back on and the list reappears immediately.

Say so in your privacy policy

If you do publish the entry list, your privacy policy is the natural place to tell customers their name will appear there. Your policy is your own document, linked from General → Site Details → Privacy policy URL, so the wording is yours to write. Something along these lines covers it, adjusted to match your Public name display setting:

When you enter a competition, the ticket numbers you hold are published on that competition's page alongside your name, shown as [your full name / your first name and the first letter of your surname / your first name only]. Anyone visiting the page can see this, and can search it by name or ticket number. We publish it so entrants can check their own tickets and see that every ticket is accounted for.

If you have the entry list switched off, drop that paragraph. Winners are a separate matter and stay published either way, so most policies cover the two separately.

This is a suggestion to adapt, not legal advice. If you are unsure what your policy needs to say, take proper advice on it.

Choose how customer names appear publicly

Under General → Customer Privacy, pick a Public name display format and save:

• Full name (Sarah Thompson) — the default.
• First name and initial (Sarah T.)
• First name only (Sarah)

The format applies to the winners page, the winners gallery, and competition entry lists (where you still show them). It also applies to past winners, so shortening the format tidies up your whole winners history in one go.

Three things worth knowing:

• You and your team always see full names in the admin area.
• The shortened formats also limit the entry list search box to what is shown on the page, so visitors cannot use search to work out a hidden surname.
• Two places never show more than a first name and initial, whichever format you pick: the scrolling winners ticker, which appears without a visitor choosing to open it, and the claimed-prize lists on competition pages. Picking a shorter format still tightens both further.

Note that winning ticket numbers stay public on the draw verification panel so anyone can check a draw was fair, and a visitor who searches the entry list for a specific ticket number will see who holds it (unless you have hidden the list entirely, above). If a customer needs to be removed from public view completely, erasing their data from their profile also hides their wins.

Restyle your site (Appearance)

Change your site colours

Under Appearance → Theme Customization you can set six colours, each with a colour picker, a hex field, and its own Reset to default link:

• Background Color — the main page background (default #0f172a).
• Button Color — primary buttons (default #3b82f6).
• Card Color — card backgrounds (default #1e293b).
• Header Color — the navigation bar background (defaults to your Card Color).
• Footer Color — the site footer background (defaults to your Card Color).
• Accent Color — highlights, badges, and gradients (default #8B5CF6).

Text colour adjusts automatically between light and dark depending on each background you choose, and the Live Preview below the pickers shows your navbar, buttons, badge, and a sample card exactly as customers will see them — check it before saving, especially if you're using light backgrounds.

Add a background pattern

In the same section, Background Pattern lets you upload a tiling texture image that overlays your background colour. PNG or WebP is recommended — the image repeats across the page, and a transparent PNG lets your background colour show through. Remove the image to go back to a flat colour.

Set your background colour to match the pattern

Your site picks readable text colours by looking at your background colour, not at the pattern image on top of it. If the pattern is much lighter or darker than the colour underneath, the site will choose text colours for a background nobody can see, and body text can come out unreadable.

If you use a pattern, set the background colour to the pattern's main tone. A pale pattern over a dark background colour is the usual cause of "the text on my policy pages has disappeared".

Change the site font

Under Appearance → Typography, pick a Site Font from a curated selection of Google Fonts. It applies to all text across your site, including the preview images that appear when someone shares one of your pages on social media. The Font Preview panel shows headings, sentences, and numerals in your chosen font, and there's a Reset to default link if you change your mind.

Pick button, card, header and layout styles

Under Appearance → Visual Customization, each option is a set of selectable tiles:

Setting	Options
Border Radius	Sharp (0px), Soft (8px), Rounded (16px), Pill (24px)
Button Style	Solid, Outline, Ghost, Gradient (primary to accent)
Card Style	Flat, Elevated (drop shadow), Bordered, Glass
Header Style	Solid, Transparent, Sticky Blur (blurs on scroll)
Hover Effect (cards)	None, Lift, Zoom, Glow
Card Aspect Ratio	Portrait (3:4), Square (1:1), Landscape (16:9)

Click the tile you want, then Save.

Card Aspect Ratio applies everywhere competition cards appear, including the Cover Flow homepage hero, which stands taller on Portrait and shorter on Landscape. Prize images are uploaded square, so grid cards crop them to the shape you pick, while the Cover Flow hero shows the whole image and tints the space left over in your accent colour.

The Header Layout option in the same section is a link rather than a set of tiles — it takes you to Appearance → Header, where you choose what goes in your header and where.

Choose which badges show on competition cards

Under Appearance → Competition Card Badges, twelve tick boxes control which badges appear on competition cards across your site (all on by default):

• Countdown Timer — time remaining, or "Ended".
• Early Bird — shown while early bird pricing is active.
• Discount — shown while a catalogue discount is active.
• App Exclusive — "App Only" on app-exclusive competitions.
• Locked — on access-code-protected competitions.
• Sold Out — when all tickets are sold.
• Instant Wins — on competitions with instant win prizes.
• Selling Fast — when over 60% of tickets are sold.
• Cash Alternative — the cash alternative amount, with a banknotes icon.
• Credit Alternative — the credit alternative amount, with a gift icon.
• Auto Draw — a half-pill badge showing the draw runs automatically.
• Max Reached — shown to logged-in customers who already hold the maximum tickets allowed for that competition, so they can see at a glance which competitions are no longer worth opening.

Untick any you don't want and save.

Unticking Max Reached hides the badge only. Customers who have hit the limit still see a greyed-out Limit Reached button in place of the usual entry controls, the same way Sold Out competitions do — the button always reflects what a customer can actually do.

Show the odds calculator on competition pages

Under Appearance → Competition Page Features, tick Odds Calculator (off by default) to show customers their probability of winning based on how many tickets they select. Turning this on also satisfies the "show the likelihood of winning before entry" item if you follow the Voluntary Code — see Opt in to the UK Voluntary Code.

The calculator initially shows the chance of winning a main-draw prize. To include instant wins, tick the Include instant wins checkbox that appears underneath, then save. This second option is off by default and applies to every competition on your site. Turning off the parent Odds Calculator hides the odds, while keeping your instant-win preference for next time.

With instant wins included, customers see their chance of winning any prize. Remaining instant wins are counted against the tickets still unsold; main-draw odds use the competition's full ticket limit. Selecting several tickets calculates the chance of at least one win, allowing for each ticket having a different number. A competition with no instant wins, or with all its instant wins already won, contributes main-draw odds only.

When instant wins are included, the competition and ticket controls load first. A “Calculating your chances…” placeholder fills in once the separate odds request completes. If it fails, customers can retry the odds and continue using the ticket controls. Main-draw-only odds appear immediately.

Instant-win counts are briefly cached across visitors and refreshed in the background, with snapshots capped at 30 seconds old when served. Selecting a different quantity recalculates against those counts; reload the page to fetch updated counts. Odds can improve or worsen as tickets sell and instant wins are won. For example, with 100 tickets in total, one main prize and eight instant wins among the last 50 tickets, one ticket shows 1 in 6 chance of winning any prize. The displayed "1 in" number rounds up; 1 in 1 is reserved for a guaranteed win under this calculation.

Any prize includes small prizes, such as site credit. Leave the checkbox unticked if you want the calculator to communicate main-draw odds. Jackpot wins and prizes in other competitions are separate from this calculation.

Add custom CSS

Under Appearance → Custom CSS you can add your own CSS to fine-tune the site's look:

1. Tick Enable custom CSS. This is a kill switch — if your CSS ever breaks the layout, untick it and save to disable the styling instantly without losing your code.
2. Write or paste your CSS in the editor.
3. Press Save.

Expand the Available hooks panel below the editor for the list of stable data-comps="…" selectors you can target — the site header, footer, nav links, buttons, competition cards and their badges, page-builder blocks, long-form text bodies, and every major section of the competition detail page. Prefer these hooks over styling by class name: the hooks are guaranteed stable, other class names are not. Invalid CSS may affect your layout, so check the public site after saving.

To restyle the text on your policy and information pages, target [data-comps="prose"]. A colour set there applies to paragraphs and lists. Headings, links and quotes set their own colour, so target those directly — for example [data-comps="prose"] :is(h1,h2,h3).

Your CSS applies to every customer-facing page, including the maintenance / coming-soon page and error pages — useful for polishing what visitors see before launch. The admin area is never affected, so a bad rule can't lock you out of the kill switch.

Set different colours for your emails

Your emails are branded from your site colours automatically, so most sites never need this section. Set colours here when your emails don't look like your site.

That usually happens for one reason: custom CSS does not apply to emails. If you picked a colour above, didn't like how it looked, and corrected it with your own stylesheet, your site shows the corrected colour but your emails still use the original one. Email programs like Gmail and Outlook can't load your stylesheet, so the only way to fix the email is to set its colour here.

Under Appearance → Email Colours:

1. Tick Use different colours for emails. Your site colours are copied in as a starting point.
2. Change the colours you want. There are four:
   • Background Colour — behind the email card.
   • Card Colour — the email body itself.
   • Accent Colour — the banner across the top, plus badges and highlights.
   • Button Colour — the main button customers click.
3. Watch the preview beside the pickers. It's a real order confirmation rendered with your colours, and it updates a moment after each change.
4. Press Save.

Text sitting on one of your colours is handled for you: whatever background, card, accent or button colour you pick, the platform works out whether black or white reads better on it. A pale accent gets dark text on its banner, not unreadable white. That's why there are only four colours to set.

Check the accent against your card colour

Your accent colour is also used as text in places — a winning ticket number, a refund amount, the badge in the preview. Those sit on your card colour and are not adjusted automatically, so a very pale accent on a white card can come out close to invisible.

The preview shows a badge and a large figure in your accent for exactly this reason. If you can't read them comfortably in the preview, your customers won't be able to read them in the email either — darken the accent until you can.

Every email uses these colours — order confirmations, winner notifications, password resets, withdrawals and your marketing campaigns alike. The preview shows an order confirmation simply as an example. To change what an email says, go to Email Templates.

If you change your site colours later, your email colours stay as you set them. Click Copy my site colours to pull the new ones across, then adjust.

To go back to following your site colours, untick Use different colours for emails and save.

Make your site installable as an app (PWA)

In the PWA section, configure how your site behaves when customers install it to their home screen and enable push notifications:

• PWA Icon (512×512) (required) — a square PNG used for the iOS home screen, browser tabs, and splash screens. Keep the logo simple and recognisable at small sizes, and don't pre-round the corners — iOS rounds them automatically.
• Maskable Icon (512×512) — a PNG used for Android home screen icons with adaptive shapes. Safe zone rules matter here: your logo must fit within the centre 80% of the image, because Android crops the outer 10% on each side; use a solid background colour that fills the full 512×512. Test your icon at maskable.app/editor before uploading.
• PWA Short Name — the label shown under the icon on the home screen, maximum 12 characters.
• Bottom navigation bar — when switched on, customers using your site as an installed app see a bar at the bottom of the screen with Back, Competitions and Account. The installed app has no browser controls, so this gives customers an easy way to get around; it never appears in a normal browser. On competition pages the buy bar sits just above it, and it stays out of the way on checkout and payment pages. Off by default.

The Push Notification Keys panel at the bottom is informational: the keys used to authenticate push notifications are generated automatically, and the status badge should read Active. There's nothing for you to configure there.

Press Save in the bottom bar to apply.

Run a referral programme

Turn referrals on and set the reward

In the Referrals section:

1. Switch on Enable Referral System. (While it's off, the settings are hidden and no referrals are rewarded.)
2. Set the Qualifying Amount (£) — how much the referred customer must spend, in real money, before the reward is released. Wallet credit spending does not count. Set to 0 to remove the spend requirement entirely.
3. Choose the Verification Required gate (see below).
4. Set the Reward Amount (£) — this wallet credit is granted to both the referrer and the referred customer when the referral qualifies.
5. Optionally set Max Referrals Per User — the cap on successful referrals per customer. Leave empty for unlimited.
6. Optionally write a Fraud Warning Message — shown on your registration and referral pages to discourage self-referrals and fake accounts.
7. Press Save.

How it works for customers: everyone gets a unique referral code when they register; once a referred customer meets the qualifying amount and any verification you require, both people receive their wallet credit. View and manage individual referrals in Referrals.

Choose a verification gate to reduce referral fraud

Verification Required adds a check on top of the qualifying amount before the reward is released:

• None — rewards release on spend alone. If you also set the qualifying amount to 0, both people are rewarded as soon as the referred customer makes their first purchase of any amount — the settings page warns you about this combination because it's the easiest to abuse.
• Email verified — the weakest check: addresses can be spoofed or created with throwaway accounts, and the lower your qualifying amount the easier the programme is to game. Suspicious referrals (such as accounts sharing sign-up details) are held for your review, but staying on top of them is your responsibility.
• ID verified — the strongest check, since each person can only pass ID verification once. This is the safest way to offer a reward with no spend requirement. Rewards may arrive a little later because ID checks are approved by hand.

Configure checkout

All of these live in the Checkout section and save with the bottom bar, apart from the last one (buying site credit), which has its own section and its own Save button.

Show a notice at the top of checkout

Checkout Notice displays an optional message at the top of the checkout page — useful for payment provider changes or important information (e.g. "Your bank statement will show payments from [Company Name]."). Leave the text empty to hide it.

Require email verification before purchase

Switch on Require Verified Email Before Checkout to make customers click the verification link emailed to them before they can complete a purchase. Recommended — it raises the cost of throwaway-account abuse. If a customer says they never received the link, check your email logs and suppressions in Logs.

Change how long tickets are reserved at checkout

Basket Reservation Time controls how long a customer's tickets are held while they're on the checkout page — from 1 to 60 minutes, default 5. If they don't pay within the window, the tickets are released back to the pool for other customers to buy.

• Shorter window: tickets recycle faster after abandoned checkouts, but customers have less time to pay.
• Longer window: more forgiving for slow payment flows, but near-sold-out competitions stay locked longer after abandons.

When a basket contains a competition that's ending soon, the window may be shortened automatically so the competition can close on time.

The window restarts every time the customer changes their basket, so someone who keeps adding tickets keeps their countdown topped up. To stop anyone holding stock all day that way, one basket is only ever held for a total of three times the window you set — 15 minutes at the default 5. As a customer approaches that limit their countdown stops resetting to the full window and starts running down to zero, and their tickets then return to the pool. Raising the window raises this total limit with it.

Set a minimum card payment

Minimum Card Payment Amount (£) blocks card payments below a threshold (maximum £1,000; leave empty to disable). Payment gateways charge a flat fee plus a percentage per transaction, so a £0.50 card payment can cost more in fees than it's worth. Orders fully covered by wallet credit bypass this check — it only applies to card payments.

Block credit cards for instant-win competitions with DNA

For sites using DNA Payments, Checkout → DNA Payments → Block credit cards for instant-win competitions is off by default and saves with the bottom bar.

When enabled, any basket containing a competition with instant-win prizes blocks credit cards and unidentified card types for the whole card payment. This includes mixed baskets, and applies even if all the competition's instant-win prizes have already been won. New cards, saved cards, Apple Pay and Google Pay use the same rule. Debit, prepaid, charge, deferred debit and store cards remain subject to your existing payment rules.

Ask DNA to enable merchant card acceptance rules (their CONFIGURATION capability) on your terminal before enabling this setting; DNA ignores the supplied rules without it. Customers see a notice on checkout before continuing to the hosted payment page.

Baskets without instant-win competitions keep their existing payment rules. This setting does not change wallet-only purchases, wallet top-ups or spending limits, and is separate from the Voluntary Code opt-in. It addresses the instant-win card restriction, rather than establishing compliance with the whole Code.

Delay order confirmation emails on instant win orders

Order Confirmation Email Delay holds the order confirmation email so customers experience the instant win reveal at checkout before the email lands:

1. Switch on Delay Confirmation Emails.
2. Set the Delay Duration — 1 to 30 minutes, default 5.

The delay applies to any order containing a competition that has instant wins configured, whether or not the customer actually won.

Record your payment gateway fees for accurate reports

Under Payment Gateway Fees, enter the Percentage Fee (%) and Fixed Fee (£) your payment provider charges per transaction (e.g. 2.9% + £0.30). These are calculated at report time and shown as a toggleable cost line in your P&L reports, so your margins reflect reality. Only card payments incur fees — wallet-only orders are excluded.

Control how wallet credit is used at checkout

Under Wallet Credit:

• Auto-Apply Wallet Credit is always on (the toggle is locked). Available credit is used automatically at checkout, which dramatically reduces abandoned checkouts from customers who realise mid-payment they weren't using their credit.
• Always Use Credit on Play Again — when a customer hits Play Again on a previous order, auto-apply their available wallet credit instead of reusing the original order's payment method. Off by default.

Let customers convert cash winnings to site credit

Under Cash to Credit Conversion:

1. Switch on Enable Cash to Credit Conversion. Customers can then convert any amount of their cash wallet balance into non-withdrawable site credit.
2. Optionally set a Conversion Bonus (%) to sweeten the deal — for example, at 10%, converting £50 cash gives £55 credit. Set 0 for no bonus.

Things to know: the conversion is permanent — credit can't be turned back into cash; it reduces your cash liability (money you owe customers); and the bonus incentivises customers to keep funds on your platform. While the feature is off, customers can only withdraw their cash balance. See Wallets & Withdrawals for how the two balances work. If you run a points scheme, you can also give points for converting.

Expire unused site credit

Off by default. Under Site Credit Expiry:

1. Switch on Enable Site Credit Expiry.
2. Set the Expiry window (days) — how long a customer's wallet can sit with no activity before their site credit is removed. Between 8 and 3650 days; 365 is a common starting point.
3. Save with the bottom bar.

How the countdown works: it counts days since the customer's wallet last moved at all, not days since the credit was given. Any activity resets it — winning credit, spending it at checkout, a refund, a top-up, an adjustment you make. A customer who spends £1 of a £50 balance keeps the whole £50 for another full window.

Nobody loses credit without warning. Seven days before the date, the customer gets an email telling them the amount and the exact date, and their wallet page shows "Expires {date} if unused" the whole time. Nothing is removed unless that warning went out at least seven days earlier — so switching this on for a site with lots of long-dormant customers does not wipe them out overnight. Everyone gets warned first and has at least a week to come back.

When credit does expire, the whole balance goes at once and a Credit Expired line appears on the customer's wallet history, so it is never a silent disappearance. You can see the total under Reports → Wallets, as Expired credit. Edit the warning email's wording under Marketing → Email Templates.

Cash balances are never affected. This only ever touches non-withdrawable site credit.

Read this before you switch it on

Site credit is a single balance, so this cannot tell apart credit a customer won or was given from credit they paid real money for with a top-up. All of it expires together.

Expiring credit somebody bought has consumer-fairness implications and may have legal ones depending on where you operate. That decision is yours to make, not something the platform makes for you — which is why the feature is off unless you turn it on. If you sell site credit through Wallet Top-Ups, think carefully before enabling this, and make sure your terms and conditions say what you are doing.

The shortest window you can set is 8 days. That is deliberate: the warning goes out 7 days before expiry, so anything shorter would leave no room to send it, and no balance on this platform is ever expired without a delivered warning.

Let customers buy site credit

This one has its own Wallet Top-Ups section in the list on the left and saves separately from the bottom bar. It is off until you turn it on.

1. Switch on Allow customers to buy site credit. This toggle saves the moment you flick it, and a Top Up button appears on customers' wallet pages.
2. Set Minimum top-up (£) and Maximum top-up (£), the smallest and largest amounts a customer can add in one go.
3. Optionally list Suggested amounts for the quick-pick buttons: comma separated, smallest first, no repeats (for example 10, 25, 50, 100). Any suggestion outside your limits is hidden from customers. Leave it empty and customers type their own amount.
4. Optionally switch on Give bonus credit on top-ups, then set the Bonus percentage (%) and Bonus applies from (£). Set the threshold to 0 to reward every top-up.
5. Click the section's own Save. A Discard button sits alongside it while you have unsaved edits.

Credit bought this way can be spent on your site but never withdrawn as cash. You can refund a top-up from its order for 14 days, and only while the customer still holds the credit; after that, record a chargeback on the order instead. The full walkthrough, including bonuses, refunds and chargebacks, is in Wallets & Withdrawals.

Configure withdrawals

All in the Withdrawals section; save with the bottom bar. For processing the actual requests, see Wallets & Withdrawals.

Collect bank details with withdrawal requests

Switch on Enable Bank Details Collection to require customers to provide their bank details when they request a withdrawal — so you can pay them without a back-and-forth email exchange. Two related controls appear:

• Bank Details TTL (hours) — how long the details are kept before automatic deletion (1 hour up to a year; 72 hours is a sensible default). Details are encrypted at rest and auto-deleted once the time expires, so collect-and-pay promptly.
• Require 2FA to View — locked on: admins always have to re-authenticate before viewing a customer's bank details.

Save payout details for repeat winners

By default a winner types their sort code and account number afresh on every withdrawal. Under Saved payout details, switch on Allow customers to save payout details and they can keep them for next time. (The toggle is greyed out until bank details collection above is on — there is nothing to save otherwise.)

What the customer sees:

• First withdrawal — the usual bank fields, plus a pre-ticked Save these details for faster future withdrawals box. Unticking it is a real opt-out: nothing is kept.
• Next withdrawal — no fields at all, just Pay this withdrawal to C. Smith, account ending 1234? with Use these details and Use a different account.
• Changing them — only by entering new details on the withdrawal form. There is no edit screen, and they can clear the saved details entirely from their wallet page whenever they like.

Then set Retention (days) — how long saved details survive without a withdrawal. Anything from 7 to 365; 90 is the default. The clock resets every time the details are saved or used, so a customer who withdraws regularly never has to retype them, and one who goes quiet for a year is quietly back to a blank form on their return.

Shortening the retention applies straight away, to details already saved as well as new ones — so if you need to pull the window in, you can, and nothing lingers on the old figure.

That number is a promise

The retention figure you set is shown to the customer, word for word, on the withdrawal form: "deleted automatically after 90 days without a withdrawal." Under UK data protection rules you keep personal data only as long as you have a reason to, and "so repeat winners don't retype their bank details" is the reason here. Set a figure you would be comfortable explaining, and the promise you make and the deletion that actually happens stay the same number.

Switching the toggle back off stops any new details being saved and takes the confirm card away, but it does not delete what customers already saved — those details still expire on their own clock, and customers keep the Remove button on their wallet page so they can clear them sooner. If you need everything gone now rather than on expiry, ask us.

You never see saved details as a saved record — nothing changes in your admin. You keep viewing bank details per withdrawal request exactly as before, via the eye icon in the withdrawals queue. See View a customer's bank details.

Every time a customer's saved details change — first saved, replaced, or removed — we email them a security notice ("if this wasn't you, contact us straight away"). Since we never show the details back to anyone, that email is the only way they would find out somebody had redirected their payout, so it sends even to addresses that have bounced before. Re-saving the same details changes nothing and sends nothing. You can reword it under Marketing → Email Templates.

Let customers cancel a pending request

A customer can only have one withdrawal request open at a time, and the money is held the moment they ask for it. So someone who typed £50 instead of £5, or who wants to add last night's win to the same payout, is stuck until you action the queue.

Under Cancelling a request, switch on Let customers cancel a pending request. A Cancel button then appears against pending requests on their wallet page. Cancelling returns the held amount to their cash balance immediately and they can request a new one straight away — the request shows as Cancelled in your queue and you owe nothing.

Off by default. Leave it off if you would rather every request reach you before it can change, and expect the occasional "please cancel that one" email instead.

Approving locks it. Once you approve a request the customer can no longer cancel it, whatever this setting says. That is what makes the payout export safe to work from: nothing in that file can be pulled out from under you after you have exported it.

Set minimum and maximum withdrawal amounts

Under Withdrawal Limits, set a Minimum Amount (£) and/or Maximum Amount (£) per request. Leave either empty for no limit. A minimum stops you processing dozens of tiny transfers; a maximum caps your exposure per request.

Customise the withdrawal processing message

Under Processing Message, write the message customers see in the withdrawal request window — e.g. "Withdrawals are processed within 3–5 business days. You will receive an email confirmation once complete." Leave it empty to use the default message. Setting honest expectations here noticeably reduces "where's my money?" support tickets.

Require ID verification before withdrawals or prize claims

In the Identity Verification section. Background: customers can upload up to four photos of a government ID for an admin to review; approval marks them as 18+ and verified, and photos are auto-deleted three days after a decision. The review queue itself is covered in ID Verification.

Two gates, each a toggle that saves immediately when changed:

• Require ID verification before withdrawals — customers can't request a cash withdrawal until an admin approves their ID. Existing pending withdrawals are not retroactively blocked.
• Require ID verification before prize claims — customers can't take a prize, take cash, or take credit on a winning ticket until their ID is approved.

Edit the accepted documents list

The Accepted documents editor (Markdown, up to 4,000 characters, with a live preview alongside) controls the list customers see on the upload page and admins see on the review panel — e.g. passport, driving licence, citizen card, and any combinations you accept. The platform doesn't enforce these rules; your admin compares uploads against this list at review time. This editor has its own Save and Discard buttons — the page's bottom bar does not save it.

Opt in to the UK Voluntary Code

The UK Voluntary Code of Good Practice for Prize Draw Operators is optional. In the Voluntary Code section:

1. Switch on Adhere to the Voluntary Code (saves immediately). This enables a public compliance page on your site at /code-compliance, which you can link from your footer. While the toggle is off, that page returns "not found" and the link is hidden.
2. Work through the self-assessment checklist that appears.

The checklist has two kinds of items:

• Your responsibility — things only you can satisfy: a transparent complaints process, credit-card restrictions (no credit cards on instant wins, and a £250/month credit-card cap per player), socially responsible advertising, published draw rules, prompt prize fulfilment, and appropriate time between a draw opening and closing. DNA sites can configure the instant-win credit-card restriction under Checkout; monthly spending controls are separate. Tick each item you've satisfied; when ticked, optional Link and Note fields appear so you can keep evidence for your records (a pasted bare domain is automatically turned into a full link). Every tick saves immediately.
• Built into your platform — capabilities the platform already provides (spend limits, self-exclusion, harm monitoring, age/ID verification, odds display, support signposting, free entry route, verifiable draws). These are info rows with nothing to tick — most link to where the capability lives or is configured.

One item is a live signal rather than a checkbox: the instant-win ratio. The Code asks that instant-win draws are less than half of your live competitions at any time, and the page shows your live figure — e.g. "3 of 10 live competitions (30%) are instant wins — within the limit" — flagging amber when you're over 50% so you can review your live competitions.

See Voluntary Code for the compliance page itself and what customers see.

Connect Klaviyo (Integrations)

The Integrations section manages your Klaviyo connection for email marketing automation. The status badge shows Not Configured, Not Connected, or Connected. If it reads Not Configured, Klaviyo hasn't been enabled for your site yet — get in touch with support to switch it on.

Connect and run the first sync

1. Click Connect Klaviyo and complete the sign-in window. Heads up before you click: connecting Klaviyo disables the built-in email marketing tools, and customer email preferences are managed through Klaviyo from then on.
2. Once connected, click Sync Profiles to import your existing customers into Klaviyo. The results show how many profiles synced and any failures. You only need to do this once — new registrations and profile updates sync automatically afterwards.

While connected:

• Onsite tracking shows Active when Klaviyo's onsite tools (forms, popups, product recommendation blocks) are loading on your customer-facing pages. If it shows Reconnect to enable, click Reconnect Klaviyo to fetch what's needed.
• Your competitions sync to Klaviyo's catalogue automatically — a full seed runs on connect and a nightly reconcile catches any drift, so you can use competitions in Klaviyo flows and dynamic blocks.
• If you previously pasted Klaviyo's tracking snippet into Custom Scripts, a warning banner appears: the platform now loads Klaviyo for you, so remove the manual paste from Advanced → Custom scripts to avoid it loading twice.

Disconnect Klaviyo

Click Disconnect. The confirmation warns you about the important part: customer email preferences may have changed while you were on Klaviyo, and switching back to built-in marketing without syncing those changes could mean emailing customers who have unsubscribed. Before disconnecting, contact support to export your Klaviyo consent data and import it into the platform.

Check your monthly cost and tier (Billing)

The Billing section is read-only — an overview of what you pay and why (all prices shown exclude VAT):

• Platform — your current tier name and monthly price, your trailing 3-month card revenue, and a progress bar of tier markers. Hover any marker to see that tier's name, revenue cap, and monthly price. You may also see a note comparing your price against typical per-order pricing at your volume.

  Card revenue is the money your site actually took on card over the last 3 months, after discounts and promotion codes. Where site credit paid for part or all of an entry, that part is not counted, because the card payment behind the credit was already counted when it was taken. An entry split between credit and card still counts for the card half. Credit someone buys with a card does count, at the point they buy it. Hover the figure on the card for the same explanation.

• Marketing Contacts — your contact allowance and price, with a used/limit progress bar across the marketing tiers (all tiers include unlimited sending). If Klaviyo is connected, this card shows Managed via Klaviyo instead — platform marketing tiers don't apply.

• RNG Service — which draw provider your site uses and its cost (shown as Included when there's no extra charge).

• AI Features — currently Free under early adopter pricing.

Below the cards, Monthly cost totals it up and shows when your next review is. Tiers are reviewed at the start of each calendar quarter based on trailing card revenue and contact count — never on the back of one busy month — and if your recent pace points at a different tier, the page tells you which one to expect ("If your last 3 months hold, you'd expect to move to…"). You'll always be spoken to before anything changes; there's a contact link in the section if you want to discuss a custom arrangement.

If a card shows an error instead of a price, the price couldn't be confirmed just then — click Retry. The page deliberately shows nothing rather than a number that might be wrong.

Advanced tools

Everything below is in the Advanced section.

Connect analytics and tracking pixels

Under Analytics:

• Umami Website ID and Umami Share Token — enter both to enable privacy-friendly visitor analytics. Get the ID from your Umami dashboard after adding your website, and the token from a share URL you generate in Umami (the part after /share/). Once saved, your stats appear in Website Analytics.
• Meta Pixel ID — enables Facebook/Instagram conversion tracking. Find it in Meta Events Manager.
• TikTok Pixel ID — enables TikTok conversion tracking. Find it in TikTok Ads Manager under Events.

Consent matters: when a pixel ID is set, visitors see a cookie consent banner, and the pixel only loads after they accept marketing cookies. So don't panic if pixel numbers run lower than raw visits — that's consent working as intended.

For the full list of conversion events these pixels fire — ready to forward to your ad agency — see Tracking Pixel Events.

Copy your Meta product feed URL

Under Meta Product Feed (Catalogue), your site publishes a live competition catalogue feed. Click Copy URL and add the feed in Meta Commerce Manager to power Dynamic Product Ads — it works alongside your Meta Pixel and updates automatically as your live competitions change. Full walkthrough: Meta Product Ads.

Add third-party scripts

Under Custom scripts, paste tracking snippets provided by third parties (Klaviyo, Google Analytics, Meta, etc.). They're injected on every public page, apart from the handful listed under Pages your tracking never sees.

1. Tick Enable custom scripts — like custom CSS, this is a kill switch: untick it and save to disable everything instantly without losing your pasted code.
2. Paste the snippet(s) and press Save.

Only paste scripts you trust — snippets provided directly by the vendor. A bad or malicious script can break your site or leak customer data; if you're unsure, ask support first. Scripts are applied to customer-facing pages only — the admin area is always unaffected, so you can always get back in to turn a bad paste off.

Pages your tracking never sees

A few pages are deliberately kept clear of all tracking — your pasted custom scripts, and the Meta and TikTok pixels you set up under Marketing:

• Set new password (the page your customers reach from a "reset your password" email)
• Unsubscribe
• Admin invitation

These pages carry a one-time security code in their web address. Tracking tags routinely send the full address of the page they're on back to the vendor, which would hand that code to an outside company — so nothing runs on them. Your customer verification page is the one exception: tags still run there, because that's where your Complete Registration conversion is reported, but the code is removed from the address before any tag can read it.

Nothing is needed from you, and there's nothing to switch on or off. It only matters if you go looking for these pages in your analytics and find no visits recorded — that's expected.

Connect the mobile companion app

Under Mobile Companion App, click Connect Mobile App to open a panel with a QR code. Scan it with the companion app to link your admin account and monitor your site on the go. The code refreshes itself automatically when its short countdown runs out — click Refresh QR Code only if you want to force a new one sooner. Once connected, the panel lists your Connected Devices, and you can revoke any device's access (it would need to re-scan a QR code to reconnect). More in Mobile App.

Tune the responsible gaming alert thresholds

Under Responsible Gaming Thresholds, six values control when the platform raises alerts about concerning play. Higher values reduce alert noise; lower values catch more, earlier. Make sure your settings comply with the responsible gaming expectations in your jurisdiction.

Threshold	What it detects	Range / default
Rapid Purchase Threshold	This many orders inside the time window	5–50 orders, default 15
Rapid Purchase Window (mins)	The window for the rapid-purchase check	1–30 mins, default 5
Failed Payment Threshold	This many failed payments in 24 hours	3–20, default 8
Spending Spike Multiplier	Spend this many times higher than the previous month	1.5–10, default 3×
Late Night Activity %	This share of a customer's orders placed 11pm–5am	30–95%, default 70%
No-Limit Spend Threshold (£)	7-day spend by a customer with no spend limit set — triggers a HIGH alert	£50–£1,000, default £300

Alerts land on the Responsible Play dashboard, where you review and act on them.

Wipe test data before launch (Danger Zone)

If you've been placing test orders before going live, Reset Ecommerce Data clears the slate. This section only appears when the reset feature has been enabled for your site — it's intended for clearing test data, and it cannot be undone.

1. Click Reset Ecommerce Data.
2. A preview opens showing exact record counts: data to be deleted (orders, order items, tickets, competitions, instant wins, winner records, draw records, baskets, refunds, wallet transactions, and email/push notification logs) and data to be preserved (user accounts remain, though wallet balances are reset to zero).
3. Review the counts carefully. If real customer data appears in the delete column, stop.
4. Type the confirmation phrase RESET ECOMMERCE DATA exactly, then click Permanently Delete Data.

Troubleshooting

I changed a setting but the site hasn't changed. Check the bottom bar — if Discard changes is showing, your edits are unsaved. Press Save. (The exceptions are Identity Verification and Voluntary Code, which save instantly.)

My site's layout broke after I added CSS or a script. Go to Appearance → Custom CSS or Advanced → Custom scripts, untick the Enable kill switch, and save. Your code is kept so you can fix and re-enable it. The admin area is never affected by custom scripts, so you can always get in to do this.

The text on my policy pages is invisible. The page is there, but the words are being drawn in a colour too close to the background. This is nearly always a Background Pattern whose tone doesn't match the Background Colour beneath it — see Add a background pattern. Either remove the pattern, or set the background colour to the pattern's main tone.

The site is stuck on a "Coming Soon" countdown. Launch Mode is on. Either wait — the site launches automatically when the countdown completes — or go to General → Maintenance & Launch Mode, select Site Live, and save.

A customer says they can't check out. Check, in order: is the site in Maintenance mode; is Require Verified Email Before Checkout on and their email unverified; is their card amount below your Minimum Card Payment. Also remember tickets are only reserved for the Basket Reservation Time — if they dawdled, their tickets may have been released and they need to re-add them.

A customer says their basket timer showed only a few seconds. They have most likely hit the total hold limit described above — three times your Basket Reservation Time. A customer who keeps adding to the same basket keeps restarting the window, but once the total is used up the countdown stops resetting and runs down to whatever is left, which can be seconds. It is working as designed, though it looks alarming. If customers on your site routinely shop for longer than that limit, raise the Basket Reservation Time so the total rises with it.

My Meta/TikTok pixel isn't recording all visits. Pixels only fire for visitors who accept marketing cookies in the consent banner, so pixel counts will always trail raw traffic. If Klaviyo tracking is firing twice, you probably have a manual Klaviyo paste in Custom Scripts as well as the automatic integration — remove the paste (the Integrations section warns you when it detects this).

A referral reward hasn't been paid. Check the referred customer has spent the Qualifying Amount in real money — wallet credit spending doesn't count — and has passed whatever Verification Required gate you set. Suspicious referrals (e.g. shared sign-up details) are held for your review in Referrals.

My /code-compliance page shows "not found". The Voluntary Code opt-in toggle is off — switch on Adhere to the Voluntary Code in the Voluntary Code section.

The Billing section shows an error instead of a price. The price couldn't be confirmed at that moment; click Retry. The page prefers showing nothing over showing a figure that might be wrong.