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ITV Interactive Frequently Asked Questions

Welcome to our Frequently Asked Questions (FAQ) page. Here you will find queries that we have come across on a regular basis. We are committed to keeping this page as relevant as we can and are always looking for ways to improve.

Please do not hesitate to contact us at itvihelp@itv.com or on 0344 88 14150 with your questions if you cannot find what you’re looking for.

1. How much does it cost to vote or enter a competition/prize draw by calling a premium rate phone number?

In relation to premium rate phone entries (e.g. entries via ‘09’ numbers), the charge per call will be as indicated in the interaction information (as shown in-show, on the ITV Competitions site at www.itv.com/comps or within the applicable Terms and Conditions at www.itv.com/terms). You will be charged the cost of the entry, plus your network operator’s network access charge.

The network access charge is determined by your network operator and is not within ITV’s control. Please contact your network operator directly for more details about this charge.

2. What is a voice short code and how much does it cost to vote by calling a VSC?

A voice short code (often abbreviated to VSC or also known as a ‘mobile short dial code’ (MSDC)) is a seven-digit number designed to be called from a mobile phone.

It is not possible to dial a VSC from a fixed line (land line) phone and you cannot text a VSC from your mobile.

In relation to VSC calls, the charge per call will be as indicated in the interaction information (as shown in-show or within the applicable Terms and Conditions at www.itv.com/terms). The charge per call for calling a VSC is fixed and does not vary according to which mobile network you use.

3. Can I pay to enter some competitions online?

Yes. You can enter some competitions that require payment by going online to www.itv.com/win. You are able to pay by using PayPal. You can view the ITV competitions website on any internet-enabled device such as a smartphone, tablet, laptop or desktop computer, although you will need to be using the latest browser and OS version to ensure compatibility. You will need a mobile phone to register to enter competitions, as you will be sent a passcode by text message for security.

4. I haven’t got a mobile phone or device - can I enter paid for competitions on the ITV Competitions website?

You are required to have a mobile phone to register and enter paid for competitions on the website.

5. What is PayPal?

PayPal is an online payment solution. PayPal is provided by PayPal (Europe) Sàrl et Cie, SCA. ITV Consumer Limited is the ‘Merchant’ referred to in PayPal’s terms and conditions.

6. I used to enter competitions for free online but this option has been replaced by postal entry. Why?

Additional entry platforms add cost and complexity to our competitions. In order to keep entry options and our ability to manage those options simple and Iin line with the other commercial broadcasters, ITV has chosen for now to have only one free entry route per competition and we believe that postal entry rather than online entry is more beneficial.

It is very important to ITV that our competitions are run in compliance with all applicable laws and regulations. The Gambling Act 2005 specifies that a letter sent by ordinary post (which includes first class post and second class post) is not treated as requiring payment to enter, so post is considered to be a 'free' entry route.

7. Where can I find the competition question for in–show competitions?

If applicable, the competition question will be displayed during the programme’s broadcast and can also be found at the ITV Competition website at www.itv.com/win.

Please note that for Prize Draws a question does not need to be answered in order to enter.

8. Where can I find the answers to the questions for in–show competitions?

We cannot provide answers before the winners have been drawn to avoid giving potential entrants an unfair advantage.

If you wish to obtain answers to any ITV competition after winners have been drawn please send an email with the show name, the date the show was broadcast and the question to itvihelp@itv.com or call 0344 88 14150.

9. How do I know if I’ve won an ITV competition? Are the winners displayed anywhere?

For in-show competitions, the winner(s) are usually contacted on the phone number provided when entering, so we can confirm their eligibility to enter and confirm their details.

You can find a list of confirmed winners at www.itv.com/winners

10. I’ve received an SMS or voicemail from ITV saying that you’re trying to contact me - what should I do?

If you’ve received an SMS or voicemail from ITV saying that we are trying to contact you about a competition, you don’t normally need to do anything. Just watch out for us trying to call you again from the number mentioned in the SMS or voicemail, and make sure you answer when we call.

11. I wanted to participate in a vote on an ITV show but I can’t get through on the phone lines.

When the vote lines open there may be a sudden surge of calls. We recommend that anyone having difficulties getting through to the voting lines or an interactive poll service should wait and then try again within the opening and close times for the vote. Calls that are not connected are not charged. Please also check the number you are calling is correct and that your land line or mobile is not premium rate barred, which would result in an ‘unobtainable’ tone. To unbar your phone in order to make premium rate calls you will need to contact your network operator directly.

12. Why are there charges to send content to ITV programmes by SMS and MMS?

We like to provide our viewers with different and easy options to interact and communicate with ITV’s shows such as Good Morning Britain, Lorraine, This Morning and Loose Women, and we sometimes set up text messaging as an option. Suitable messages may be read out on-air or displayed on our websites. We do not guarantee to use the content either on the show or on the websites.

ITV charges for incoming text messages and for picture and video messages but does not actually receive the full amount from each text, as the network operators and our mobile gateway take their share for operating the service.

Please note that SMS charges for interacting with ITV shows (including competitions entries) may take up to three months to appear on your bill if you are a pay monthly customer.

13. Will I receive text ‘spam’ if I text in to ITV interactive services or register on the competitions website?

From time to time we may send marketing communications to viewers who have texted in to our interactive services. To refuse marketing communications from ITV, include the words NO INFO when you text one of ITV’s services.

You may, at any time, choose to opt-out of marketing communications by replying to the text from ITV with NO INFO or STOP (you will be charged 1 standard rate message).

You can also amend your marketing preferences and opt-out of receiving any marketing communications by sending an email to itvihelp@itv.com or by calling 0344 88 14150 and giving your name, phone number and email address.

We do not sell on mobile telephone numbers to any third party and will only pass on mobile telephone numbers if we are required to do so for legal reasons.

Text spamming is caused by companies sending unsolicited text messages to randomly generated mobile phone numbers. ITV in no way supports this practice, and takes great care to guard numbers from any unauthorised use.

If you are receiving unwanted text messages from other companies, you can find advice on how to report these at Ofcom, the Independent regulator and competition authority for the UK communications industries, website here.

14. I am hard of hearing and am worried that if I win a competition you will not be able to contact me?

We generally need to be able to contact all our winners by phone especially for time critical prizes (e.g. show tickets for that week) so all entrants need to provide a phone number for us to contact them in case they win.

If you have a textphone then please provide your textphone number (including 18002) when entering for us to contact you on. However, if a viewer cannot for any reason use the phone, then we recommend that they inform us by email at itvihelp@itv.com and provide their details including name, method of entry and a preferred method of contact e.g. email address. That way if that viewer is selected as a winner, we can contact that person by an alternative route if they win.

Please note that any selected winner will still have to respond within the time period specified in the ITV General Competition, Prize Draw, Vote and Poll Terms & Conditions and will still be subject to eligibility checks. We may also ask you to provide proof of age and identification and/or other evidence to confirm eligibility.

15. I entered one of your competitions by text. Why did you send me a text about another ITV service?

From time to time, we send texts to those who have texted in to our interactive services to let them know about the latest competitions or other services from ITV.

You may, at any time, choose to opt-out of receiving these texts by replying to the text from ITV with NO INFO or STOP (you will be charged 1 standard rate message).

Please note you will still receive service messages e.g. to confirm an entry to a competition.

16. I am temporarily based outside the UK and would like to know if I can enter your competitions?

In general, entrants to our competitions must be UK, Channel Islands or Isle of Man residents and, as such, must be able to provide a UK, Channel Islands or Isle of Man address for delivery of any prize.

Please also check for any applicable restrictions on entering and claiming prizes as these may vary from competition to competition. These can be found in the applicable Terms and Conditions at www.itv.com/terms

Please note we cannot guarantee that our competition services will be available outside the UK, Channel Islands or the Isle of Man. Entering from outside these territories may also mean additional charges will apply, you can check these costs directly with your network operator.

17. I entered your competition via SMS but it took quite a while to receive a message acknowledging that my entry had been received. Why?

When using SMS there can sometimes be latency or delay with your mobile network operator’s service. This is a delay that is to do with how your mobile operator’s network is set up or running at the time (it can for example sometimes be as a result of lots of people using the network at the same time). ITV will always send you an acknowledgment that your entry has been received but in instances where there is network latency or delay it may take some time longer for you to receive this acknowledgment. If there is a delay we would recommend that you do not re-send your entry but wait until the acknowledgment comes through. If you do re-send your entry you will be re-entered into the interactive event and may receive a further charge.

18. I’ve seen a competition on an ITV show but I can’t find it on the ITV Competitions website.

Most of our competitions will be on the competition website, so please check back regularly. Competitions are also time limited, so will not remain on the website indefinitely.

19. I’ve entered the wrong competition by mistake, can I have a refund?

We are unable to refund you if you have entered a competition by mistake, please check the competition information carefully before you enter.

20. How many times can I enter a competition?

You are able to enter our competitions by as many entry routes as you wish up to the limits stated for each entry method. Capping limits can be found in the competition Terms and Conditions.

21. Do I stand more chance of winning if I pay for my entry?

Every successful entry, by every method and whether free or paid, stands an equal chance of winning.

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