Hello Millions Help Centre

The Help Centre is built to get you back to the lobby as fast as possible. The fastest route is live chat, which is open around the clock and connects you with a real person inside a few minutes. For questions that are not urgent, email support@hellomillions.org and a reply typically arrives within four hours. The knowledge base covers the most common questions in step-by-step articles, so a lot of the time you will not need to message us at all. Articles are organised by topic so you can jump straight to coins, verification, redemptions or account settings without scrolling through everything else.

The team prioritises clarity over scripted language. When you reach out you should get a real answer to the real question, not a templated reply that tells you what you already know. If a request needs escalation, like a complex redemption question or a Loyalty Lounge tier review, the first agent loops in the right specialist directly rather than asking you to re-explain to a second person.

How do I verify my Hello Millions account?

Account verification is a one-time process and is usually requested before your first Sweepstakes Coin redemption. You will be asked to upload a government-issued photo ID, such as a driver licence or passport, along with a recent proof of address like a utility bill or bank statement dated within the last three months. The team reviews uploads inside one business day and you will receive an email confirmation as soon as you are cleared. Once verified, the same documents cover all future redemptions, so the upload step is a one-time job rather than something you need to repeat.

If a document is rejected, the team explains exactly what went wrong in the email, whether it was image quality, an out-of-date proof of address or a missing corner on the photo ID. Most rejections are resolved on the second upload.

What is the difference between Gold Coins and Sweepstakes Coins?

Gold Coins (GC) are for entertainment play only and have no monetary value. Sweepstakes Coins (SC) are promotional credits awarded for free that, once played through, can be redeemed for real prizes or gift cards, subject to identity verification and the minimum redemption threshold listed in the Terms of Service. Gold Coins arrive through the welcome reward, the daily login bonus, optional Gold Coin packages and tournament finishes. Sweepstakes Coins arrive through the welcome reward, the daily login bonus, social media giveaways, ongoing promotions and inside optional Gold Coin packages. The two coin balances live side by side in your account and you switch between them in any eligible game with a single click.

How do I request a redemption?

Once your Sweepstakes Coin balance meets the minimum redemption threshold and you have completed the playthrough requirement, head to the cashier and select Redeem. Choose your preferred payout method, typically direct bank transfer (ACH) or a gift card where available, confirm the amount and submit the request. Reviews usually take a few business days, with bank transfers arriving shortly after approval. The redemption screen shows the playthrough progress directly so you always know whether a Sweepstakes Coin balance is ready to go before you submit.

How do I contact Hello Millions support?

Open the chat icon in the lower right corner of any page to start a live chat, or email support@hellomillions.org with your account email and a brief description of what you need. For account-specific questions please contact us from the email address linked to your account so we can find you quickly. If you are reaching out about a redemption, including the redemption ID in the message helps the team pull the relevant record in seconds. For anything related to Responsible Social Gameplay, like setting limits, requesting a cool-off or applying a self-exclusion, the chat team can handle every option directly.

What if my account gets locked or I cannot sign in?

If you cannot sign in, the most common cause is a forgotten password, which the reset link on the login page fixes in under a minute. If the reset email does not arrive, check the spam folder first, then make sure you are typing the email address the account was registered with. Accounts can also be locked automatically after a string of failed login attempts as a security measure. In that case the lock lifts on its own after a short cooling period, or you can reach out to support and they will lift it manually after a quick identity check. If you suspect any unauthorised access, change the password immediately, turn on two-factor authentication and email support so the team can review recent activity. Account security is taken seriously and the team would rather hear about a false alarm than miss a real one.

For redemption queries specifically, include the redemption ID in any support message. That single piece of information lets the team pull the relevant record without back-and-forth, which usually shaves a full reply cycle off the resolution time.

Which languages does support cover?

The core support team operates in English and French, which covers the vast majority of Canadian players directly. For other languages, live chat can route to a multilingual agent when one is on shift, with translation tools available for shorter exchanges where a direct match is not available. Email support is the most flexible route for any language outside the core two, because replies can be drafted with the right level of care rather than worked out in real time. Whatever language you reach out in, the team aims to reply in the same language so you do not have to do the translation work yourself.