DRAFT - Digital PLUS FAQs – William Hill Support

PLUS FAQs

What is Plus?

Plus allows Retail bets placed on a William Hill Self Service Terminal to be tracked anywhere at any time through the Plus Web App: www.williamhillplus.com
If you have an online account, you can also go to the 'Account' menu and select 'PLUS Card' within the William Hill Sports app.

Is Plus available in all shops?

Yes, you'll be able to use your Plus card and track bets in EVERY one of our 1000+ shops.

What is the Plus Card?

The Plus card is a free, contactless or Digital card that makes it easy to tag your bets for tracking.
A contactless card is available from LBOs and is registered in-shop using the William Hill Self Service Betting Terminal.
A Digital Plus card can be activated after logging into the William Hill Sports app and selecting the 'Digital PLUS Card' option from the account menu.
It can also be added to your Apple or Google wallet for quicker access.

Can I use my Plus card on the Gaming machines?

Yes, you can register your card on the fixed odds gaming machines to access great offers and rewards.
Speak to a member of the shop team for more details.
At present, Digital Plus cards cannot be used on gaming machines, only contactless cards picked up in-shop.
We'll be looking to add this feature soon.

How do I register my Plus card?

Simply pick up a new Plus card from any of our participating shops and hold it against the contactless reader on the William Hill Self Service Terminal and follow the on-screen instructions.
Shop colleagues can explain the process in more detail if needed.
You'll be asked to type in your UK mobile number and a welcome text (including a link to the Plus website), will be sent to your phone.
That’s it - your card is now registered!
To register a new Digital Plus card, you must hold a active William Hill online account at present.
If you don't already, the simplest way to create one, is to download the William Hill Sportsbook app, where you will see a 'Join' button.
Click this to load the registration page, where you fill out some details about yourself to create an account.
Once your account is created, open the 'Account' menu and then click 'Digital Plus card' to activate your card.
You may be asked to confirm your phone number before the card is activated.
Your Digital Plus card will automatically be linked to your online account.

I have a contactless card. Can I convert it to a Digital Plus card?

Yes absolutely. You must hold a William Hill online account at present.
If you don't already, the simplest way to create one is to download the William Hill Sportsbook app, where you will see a 'Join' button.
Click this to load the registration page, where you fill out some details about yourself to create an account.
Once your account is created, login and open the 'Account' menu, then click 'Digital Plus card' to activate your card.
You may be asked to confirm your phone number before the card is activated.
Once activated, you'll no longer be able to use your contactless Plus card for Sports betting.
All of your tracked bets will be retained and moved to the Digital Plus card.
Your pin number will remain the same.
You'll need to retain your contactless Plus card for our gaming machines.
We'll be looking to support Digital Plus cards on our gaming machines in the future.

I didn’t receive a text confirming my registration.

If you see an error message saying the number is already in use, then you can manually navigate to the Plus Web App and complete your phone verification there.

What should I do if my card gets lost or stolen?

Your card doesn’t store your bet details or personal details, so your bets and privacy aren't at risk.
To continue tracking bets in the same Plus account, you should cancel the old card using the 'Account' menu option in the Plus Web App, and register a new one on a William Hill Self Service Terminal.
This way bets that you tagged with the old card, and bets that you tag with the new card, will all be displayed in the website.
After your card has been cancelled, it won't work on any terminal and cannot be re-activated, so if you find it again you should dispose of it responsibly.

I can’t register because the machine says my mobile number is already in use. Is it possible you already registered a card against the same mobile number?

You can only register your mobile number against one Plus card at any time. To check:

Go to the Plus Web App and try to verify your mobile number.
- If you receive a verification code: Log in and use the Account menu option to cancel the old card. You'll then be able to register a new card to the same number - bets tracked with your old card will still be displayed when you log into the Plus Web App.
- If you don't receive a verification code: Please try again.
- If you still don't receive a verification code: Please reach out to our Customer Service Team via Live Chat for help.

TRACK A BET

How do I track a bet?

Any bets placed on William Hill Plus Terminals can be tracked - either by tapping your contactless Plus card when you place your bet, or scanning your Digital Plus card on the barcode scanner.
You can also type the 18-character slip number into the Plus Web App.
If you have a Plus card but forgot to tag your bet when placing it, you can still tag it for tracking by scanning the bet slip barcode on any William Hill Plus Terminal and tapping your card against the contactless card reader, or scanning your digital Plus card against the barcode reader.
You can also go to your Plus Web App account and manually entering the slip number by pressing 'Add Bets'.

Can I track a bet after I have left a shop?

If you didn't track your bet upon placement, you can do so manually.

To track a bet manually:

Go to the Plus Web App.
Click on Get Started.
Choose the option to 'Add your bets manually'.

You'll be prompted to type in the 18-character bet slip number and then you can track the bet.

NOTE: A maximum number of 10 slips can be tracked at the same time using this process and you won't be able to see your full bet history.

Can I still track my bets and cash-out even if I don't have a William Hill online account?

Absolutely. The Plus Web App features will still work, however you won't be able to bet online and collect those winnings in-shop or be able to bet in shop with online funds.

I have placed a bet using my online funds and tracked it with my Plus Web App. How do I get my winnings?

When you place a bet funded from your online account, any returns are automatically transferred back into your online account balance.
These bets are highlighted with the 'Plus' symbol and are shown in your settled bets tab of the Plus Web App.
They are also displayed within the 'My Transactions' listing within the WH Sports app, highlighted with the 'Plus' symbol.

Can I place a bet in-shop using my online balance?

Yes. Just select your bets on our Self Service terminal, (don't load any cash into it) and when you want to place your bet, press the place bet button, and you will see a message telling you to scan your plus card in the same way you do when you track a bet.
When you do that, you'll have to enter your 4-digit PIN and the bet will be placed using your online funds.
Your online balance will immediately be reduced.
Any winnings from a bet placed using online funds will immediately go back into your online account balance.

CASHOUT

How do I 'Cash-out' a bet?

The option to ‘Cash-out’ your bet is only available on the Plus Web App - you won’t currently find it on the William Hill Self Service Terminals.
When you look at an open bet in the Plus Web App, it will clearly display the current ‘Cash-out’ value for your bet or show that ‘Cash-out’ is suspended if the market isn’t available for ‘Cash-out’ at the present time.
To take the ‘Cash-out’ price offered:

Press the blue ‘Cash-in’ button at the bottom of the screen.
You’ll be prompted to confirm your choice, select 'Yes'.
You'll see a message pop-up confirming the bet was ‘Cashed-out’.

When a bet where a selection is currently live in-play (Match has started) is ‘Cashed-out’, there will be a delay of up to a maximum of 12 seconds whilst it is confirmed that the displayed ‘Cash-out’ value is still available.
If, due to changes in the event or market concerned, (Goal being scored, Penalty awarded etc.) the ‘Cash-out’ value has changed significantly between the time it was displayed on screen and the time our system received confirmation of your ‘Cash-out’ request, a message will tell you that your ‘Cash-out’ request could not be completed and you'll return to the previous screen where an updated cash-out value will be displayed.
For bets where none of the selections are in-play, there will be no delay.

Why is 'Cash-out' suspended?

There are several reasons why ‘Cash-out’ may be temporarily suspended for a particular bet, depending on the status of the market, including:

The odds are not available for operational or trading reasons;
The event is in-play but betting is temporarily suspended for a goal, penalty or other significant match event;
Betting is unavailable on one or more of the selections contained in the bet.
There has been a technical error with the data feed which supplies the odds and settles bets, or the device being used has lost connection to the internet for a period of time.

NOTES: If the ‘Cash-out’ value changes during your transaction, the transaction won't be completed and a revised settlement value will be offered, which will have to be accepted before proceeding.

William Hill accepts no liability for any losses incurred in the event that a cash-out value isn't available at any time either before or during a match/event.

Why was my 'Cash-out' request unsuccessful?

On live events, there can be a delay between a customer's request to Cash-Out and the payout amount being confirmed.
When a request is processed, if the actual 'Cash-out' value is suspended for any of the reasons above, your request will be unable to be completed.
You will be returned to your original bet where an updated 'Cash-out' value will be displayed.

NOTE: William Hill accepts no liability for any losses incurred in the event a request to cash out a bet is unsuccessful.

Will cash-out always be available?

Although we try to offer a cash-out value on EVERY market and EVERY sport, once an event starts, to be able to offer a cash-out value there must be live in-play odds available.
There are a number of markets where this isn't the case and as soon as the event starts, the cash-out value will be suspended.
There are also some market types which are complex which make it extremely difficult to calculate cash-out values.
It isn't possible to provide a fully comprehensive list of all markets and events, and it is also dependent on the type/level of event (e.g. lower league foreign football).
We rely on getting a reliable and stable data feed to enable us to manage the odds effectively, but sometimes if the feed is not suitable it's not possible to offer live odds and the markets must be suspended to ensure inaccurate cash-out values aren't offered.

NOTE: William Hill accepts no liability for any losses incurred in the event a request to cash out a bet is not possible due to a cash-out value not being available.

PLUS WEB APP

What is the Plus Web App?

The Plus Web App lets you follow the progress of your bets on your mobile device, tablet or computer.

Track your bets at the Plus website www.williamhillplus.com. Within the website you can:

View your active and recently settled bets
View the live scoreboard and stats for events that are currently in play
‘Cash-out’ your bet for a guaranteed payout whether the bet ends up as a winner or loser.

Winnings can then be collected from ANY William Hill shop. (The online shop locator on the website will show where the nearest available shop is).

You can also link your Plus Web App to your William Hill Online account to unlock some great new features such as deposit/withdraw online funds in shop and bet with online funds.

How does the Plus Web App work?

To use the Plus Web App, you must first place a bet on one of our William Hill Self Service Terminals.
Then, by accessing the website on any mobile or device with internet access, you can view a digital version of your bet and choose to ‘Cash-out’ at any point to freeze the current available ‘Cash-out’ value.
Winnings can then be collected from ANY William Hill shop. (The online shop locator on the website will show where the nearest available shop is).
You can also link your Plus Web App to your William Hill Online account to unlock some great new features such as deposit/withdraw online funds in shop and bet with online funds.

Can I use the Plus Web App from a tablet or PC?

Yes. You can either track your bets manually or - if you have a mobile phone - you can log in to your tablet/PC using the verification process and your phone:

Collect a Plus card in a shop and register it on a William Hill Self Service Terminal by entering your mobile phone number.
Follow the link on your welcome SMS or go to the Plus Web App on your tablet or PC: www.williamhillplus.com.
Click 'Get Started' and enter your mobile phone number.
Check for the 4-digit verification code sent by SMS to your phone and use it to log in.

Can I use my Plus card with my online account?

As well as being able to track bets placed on the SSBT at any time from any device, we've made some great changes which means you'll also be able to bet in-shop with online funds and withdraw/deposit online funds in cash in-shop.
To access these new features, you just need to link your Plus account to an active William Hill online account.

How do I link my account if I don't currently have a William Hill online account?

It's very quick and simple to sign up for a new williamhill.com account, and by doing so you'll also be eligible for free bets (Terms and conditions apply).
If you have a contactless card, when you login to the Plus Web App you'll see a 'Register' button OR click 'Register' from the Menu in the top left corner for new customers.
Just click on the 'Sign up Now' button and you'll be directed to the williamhill.com registration page where you fill out some details about yourself to create an account.
Don't forget to set your secure 4-digit PIN which you need to access all the new features
Digital Plus cards are automatically linked to your online account upon activation of a new card, or conversion of an existing contactless card to a Digital Plus card.

How do I link my accounts if I already have a WilliamHill.com account?

If you have a contactless card, when you login to the Plus Web App, you'll see a 'Link Account' button OR click 'Link Account' from the Menu in the top left corner for existing customers who already have a williamhill.com account.
All you need to do is click 'Link accounts now' and enter your username and password.
Digital Plus cards are automatically linked to your online account upon activation of a new card, or conversion of a contactless card to a Digital Plus card.

LOGIN ISSUES

What do I do if I've forgotten my username or password?

Don't worry, you can either go to williamhill.com, click the 'Login' button and then click 'Retrieve your login' which will allow you to recover your details.
Alternatively, when you try to link your accounts on the Plus Web App, there will also be a link for customers who have forgotten their password.

Why do I need to set up a PIN?

In order to ensure we protect your online funds from fraud, we have multiple methods in place to identify you.
For both digital and contactless cards, a PIN is used to place a bet using your online funds so we know it's definitely you.
For contactless cards only, it is also required when you make a withdrawal request.
You'll need to remember it and keep it secure, but if you forget it you can set a new on by logging into your online account, going to the 'Account' menu and selecting 'PLUS Card'. There is an option to change your PIN.

How do I set up my PIN?

If you haven't set up a PIN, you'll see a 'Set PIN to access" button on your Plus Web App home page or when using a contactless card, you'll be prompted to do so when you try to make a withdrawal for the first time.
Once you click through, you'll see the option to set PIN.
Simply choose a four digit number which you can remember, enter your williamhill.com password and press 'Save'.
You can also set your PIN by logging into your online account, going to the 'Account' menu and selecting 'PLUS Card'. There is an option to set your PIN.

I have locked or forgotten my PIN, how do I reset it?

To reset or unlock your PIN, click onto 'Account' on the Plus Web App and you'll see the option to change PIN.
You'll then be asked to enter a new four digit number and your williamhill.com password and update the information.
Once you have completed that, you'll be able to make transfers and withdrawal requests again.
You can also login to your online account, go to the 'Account' menu and select 'PLUS Card'.
There is an option to reset or unlock your PIN.

How do I change my mobile number?

The Plus Web App side menu has an account section.
You can manage everything about your account from this section, including changing your phone number, changing your PIN and replacing your Plus card.
You should change your mobile number, at this point you'll be logged out.
An automatic text is sent to the old number to say the number is changed (this is a precaution in case it wasn't you who changed the number).
You'll need to log in to your account and use the code sent to your new number to access the Web App again.
If for any reason you can’t log into your Plus Web App (lost phone), you can reach out to our Customer Service Team via Live Chat who can help you to link a new mobile number to your account, and not lose any of your live or settled bets.
If you have a Digital Plus card, login to the WIlliam Hill Sportsbook app, open the 'Account' menu.
Click on the 'Plus Card' option, where you can access the account section to change your mobile number.

DEPOSIT & WITHDRAWAL

How do I withdraw my funds?

Providing your account is linked to your williamhill.com account, you will have the option to make a withdrawal.
If you have a contactless card, simply login to your Plus Web App and select the 'Withdraw' button.
You'll then be asked to input your withdrawal amount then you simply enter your four digit PIN.
You'll be shown your successful withdrawal amount.
If you have a Digital Plus card, login to the William Hill Sportsbook app, open the 'Account' menu.
Click on the 'Digital Plus Card' option, and then click 'Shop Withdrawal'.
You'll be asked to input your withdrawal amount and shown your successful withdrawal amount.
To keep your money safe, we have various measures in place when it comes to withdrawing funds.
You'll generally only be able to make a withdrawal if you have previously deposited via Plus.
If you haven't previously deposited via Plus, the amount of your balance that you can withdraw may be restricted.
You'll be informed upon making the withdrawal request if this is the case.
Click 'Withdraw' from the main account menu to withdraw any of your restricted balance amount.

How does Plus work with the payment methods on an online account?

You can place bets using your online funds on a Self Service terminal regardless of the deposit method.
Your winnings will automatically transfer back into your online account.
You'll only be able to withdraw or deposit cash if a maximum of two (2) debit cards, Cash Direct or cash deposited in shop is used to fund your account.
If you have any other payment method (PayPal, Credit card, three or more debit cards etc.) linked to your account, you won't be able to deposit and withdraw cash in shop using Plus.

How do I remove a payment method from my online account so I can use Plus to withdraw or deposit cash in-shop?

If you log into your online account, and choose the deposit option, you'll see the payment methods linked to your account.
You can choose to remove them, but this is only permitted if you meet certain criteria related to how much you have deposited and withdrawn using that particular payment method.
You can reach out to our Customer Service Team via Live Chat who can help to resolve any issues you may have around this process.

How much can I deposit a day?

The limit which is currently set is £1000 per day, within the overall limit of £2500 per week.
These limits may be changed without notice by William Hill and are over-ridden by any individual limits set by yourself or William Hill on your online account.

How much can I withdraw a day?

The limit which is currently set is £750 per day, within the overall limit of £2500 per week.
These limits may be changed without notice by William Hill and are over-ridden by any individual limits set by yourself or William Hill on your online account.

Is there a minimum amount that I can withdraw or deposit?

Yes, the minimum amount you can withdraw is £5 and the minimum amount you can deposit is £1.

Can I withdraw my full balance, including pence?

Currently you can only withdraw a whole pound.
So if you were to try and withdraw £6.50, it would decline because of the 0.50p, so you would need to select £6.00 or £5.00.

I have tried to withdraw funds and it has been declined. What should I do?

There are various reasons why a withdrawal request on the Plus Web App may be declined or not processed successfully. For assistance, please reach out to our Customer Service Team via Live Chat to review this further.

Available funds: Your online account doesn't have sufficient funds available to meet your request or some of your funds haven't been cleared for payment.
Amount: You can only withdraw whole pounds, not pence and the minimum you can withdraw is £5.
Daily/Weekly Limits: The current limit is £750 per day, and £2500 per week. You aren't permitted to exceed these limits.
Account Verification: In some circumstances, we may need you to provide additional documentation or information in order to fully activate your online account. Until we can validate this information, you won’t be able to withdraw funds from your account. If this is the case, we will already have contacted you via e-mail to explain what you need to do.
Breach of rules: We have many rules working in the background to protect your account and also comply with regulations. Some of these rules may prevent a withdrawal from being completed
Technical Issues: There is always a possibility we are experiencing technical problems or your device isn’t connected to a stable and strong data/Wi-Fi source. Check everything is working OK and try again.

If you still cannot access your funds please get in touch with our team using the contact details at the top of the page.

How do I collect my cash after I have made a withdrawal request?

Once you've made a successful withdrawal request on your Plus Web, all you need to do is pop into any William Hill shop with your contactless Plus card and some photo ID (UK Driving license or UK Passport) and hand them to a member of the shop team.
If you have a Digital Plus card, just bring your phone with your Digital Plus card ready for the shop team to scan.
Once they have verified your ID and withdrawal request, you'll be handed your cash.
Make sure that the name on your ID matches the name on your williamhill.com account as we cannot process withdrawal requests unless it fully matches.

What do I need to bring to deposit money into my account in-shop?

Depending on the size of the deposit, we'll require you to provide ID.
All you need is your Plus Card and photo ID, either your UK driving license or UK Passport.

NOTE: The name on you ID must march exactly with that on your williamhill.com online account.

What do I need to bring to the shop to collect my money?

All you need is your Plus Card and photo ID, either your UK driving license or UK passport.

NOTE: The name on your ID must match exactly with that on your williamhill.com online account.

Why has my online balance reduced before I have collected my cash from a shop?

In order to ensure you don't experience any delay or issues when collecting your cash in-shop, when you make your withdrawal request we move the money out of your online account to a safe place to wait until you come into a shop to collect it.

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