Plus Card
- You can use our shop locator here to find your nearest trading shop.
- For Plus Card-related queries, please contact 0330 123 9638. Our phone lines are open from 08 AM to 10 PM.
Why can't I transfer my funds to my online account?
-
The feature is currently disabled due to a technical issue and we're currently working on a fix. In the meantime, you can use alternative options in depositing funds into your online account. Click here for more info.
When will I get my free bets?
-
For existing accounts (PLUS20), once you've placed your qualifying bet, your Online and Plus Card free bet will then be credited by midday the following day.
I didn't get my free bets?
-
To qualify, you need to place a bet of £10 online at odds greater than 1.5.
Where can I check my Free bets?
-
If you're an Online customer: You can check your online free bets through the 'Free Bets and Bonuses' section on your Account tab. For more information on how to do this, click here.
-
PLUS Card in the shops - You'll have to scan the barcode at the back of your Plus Card on a PLUS SSBT machine.
Once scanned, you'll be asked 'Do you want to use your free bet?'. It'll also show you the value of you free bet when it'll be valid until.
Click on YES and proceed with choosing your selection.
Once your bet is placed, your free bet can be tracked on the PLUS website.
I got a Plus Card and I got told that you get a £10 free bet.
- First, if you're a new customer, you'd need to create an online account.
- If you're an existing customer, you'd need to link your Plus Card to your online account.
- You may then place a £10 bet online (odds greater than 1.5) to qualify for the bonus.
- You'll need to scan your Plus Card in a PLUS SSBT machine and enter your mobile number.
- You'll then receive an SMS with a link that will direct you to the PLUS Web app.
- It'll then ask you to verify your mobile number to get your four (4) digit verification code.
- Once you've entered your verification code, you're registered for PLUS.
- Click on SIGN UP NOW if you're a new customer or choose the LINK ACCOUNTS if you have an existing online account.
I lost my Plus Card. How can I register for a new one?
-
First, you'll need to go to the PLUS Web app and report the card as lost, You can then register a new one on a PLUS SSBT machine in the shops.
Trying to deposit and getting an error message.
- Your account may have no more than two (2) different cards and/or CashDirect registered on your account. Failing this, you won't be able to make deposits or withdrawals to/from your online account with your Plus Card.
- You also need to transfer a minimum of £1.
I can't seem to withdraw off my Plus Card.
- Your account may have no more than two (2) different cards and/or CashDirect registered as payment methods. You'll be required to remove any additional payment methods to allow the withdrawal to go through.
- You also need to withdraw a minimum of £5.
What's Plus?
Plus allows Retail bets placed on a William Hill Self Service Betting Terminal (Plus Terminal) to be tracked anywhere at any time through the Plus Web App.
What's the Plus Card?
The Plus Card is a free, contactless card that makes it easy to tag your bets for tracking.
The card is available from our shops and is registered in-shop using the William Hill Plus Betting Terminal.
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.
You may speak to a member of the Shop Team for more details.
How do I register my Plus Card?
Simply pick up a new Plus Card from any of our shops and hold it against the contactless reader on the William Hill Plus Betting Terminal and follow the on-screen instructions.
Our 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.
How does Plus work with the payment methods on an online account?
You can place bets using your online funds on a Plus 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 no more than two (2) debit cards, CashDirect or cash deposited in shop is used to fund your account.
If you have any other payment method (PayPal, additional debit card etc.) linked to your account, you won't be able to deposit and withdraw cash in shop using Plus.
I didn't receive a text confirming my registration, what should I do?
Try registering another card using your mobile number.
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 Plus 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 it responsibly.
I can't register because the machine says my mobile number is already in use, what should I do?
You can only register your mobile number against one Plus Card at any time.
Is it possible you already registered a card against the same mobile number?
To check:
- Go to the Plus Web App and try to verify your mobile number.
- If you receive a verification code then 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 call Customer Relations for help.
How do I track a bet?
Any bets placed on William Hill Plus Terminals can be tracked - either by tapPINg your Plus Card when you place your bet, or by tyPINg 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.
You can also go to your Plus Web App account and manually enter the slip number by pressing 'Add Slip'.
Can I track a bet without a Plus Card?
To track a bet without a card, go to the Plus Web App, click on Get Started, and 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.
What's 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. 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
- Cashout your bet for a guaranteed payout whether the bet ends up as a winner or loser
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, bet with online funds or transfer winnings from cash bets into your online account.
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 Plus 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 Cashout at any point to freeze the current available Cashout 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, bet with online funds or transfer winnings from cash bets into your online account.
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 Plus 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.
-
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.
How do I Cashout a bet?
The option to Cashout your bet is only available on the Plus Web App - you won't currently find it on the William Hill Plus Terminals.
When you look at an open bet in the Plus Web App it will clearly display the current Cashout value for your bet, or show that Cashout is suspended if the market isn't available for Cashout at the present time.
To take the Cashout price offered:
- Step 1: Press the blue Cashout button at the bottom of the screen
- Step 2: You'll be prompted to confirm your choice, select Yes.
- Step 3: You'll see a message pop-up confirming the bet was 'Cashed-in'.
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 Cashout value is still available.
If due to changes in the event or market concerned (Goal being scored, Penalty awarded etc.), the Cashout value has changed significantly between the time it was displayed on screen and the time our system received confirmation of your Cashout request, a message will tell you that your Cashout request could not be completed and you'll return to the previous screen where an updated Cashout value will be displayed.
For bets where none of the selections are in play, there will be no delay.
Why is Cashout suspended?
There are several reasons why Cashout may be temporarily suspended for a particular bet, depending on the status of the market, including:
If the Cashout value changes during your transaction, the transaction won't push through and a revised settlement value will be offered, which will have to be accepted before proceeding.
NOTE: William Hill accepts no liability for any losses incurred in the event that a Cashout value isn't available at any time either before or during a match/event.
Why was my Cashout request unsuccessful?
On live events, there can be a delay between a customer's request to Cashout and the payout amount being confirmed.
When a request is processed, if the actual Cashout value is suspended for any of the reasons above, your request won't be completed.
You'll be returned to your original bet where an updated Cashout value will be displayed.
NOTE: William Hill accepts no liability for any losses incurred in the event a request to cashout a bet is unsuccessful.
Which markets aren't available for Cashout?
Although we try to offer a Cashout value on EVERY market and EVERY sport, once an event starts, to be able to offer a Cashout 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 Cashout value will be suspended.
There are also some market types which are complex which make it extremely difficult to calculate Cashout values.
The most common ones are handicap markets (teams get a goal start etc.) and as such the majority of these markets won't provide a Cashout value.
We also can't currently offer a Cashout value on the 'Both score, no Draw' markets we offer on football.
It isn't possible to provide a fully comprehensive list of all markets and events, and it's 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 isn't suitable, it's not possible to offer live odds and the markets must be suspended to ensure inaccurate Cashout values aren't offered.
NOTE: William Hill accepts no liability for any losses incurred in the event a request to cashout a bet isn't possible due to a Cashout value not being available.
Can I still track my bets and Cashout even if I don't have a William Hill online account?
Absolutely. The 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.
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, transfer winnings from cash bets directly into your online account 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).
When you login to the Plus Web App you'll see a promotional banner 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.
How do I link my accounts if I already have a WilliamHill.com account?
When you login to the Plus Web App you'll see a promotional banner 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.
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, or 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.
A PIN is used when you make a withdrawal request, transfer winnings to your online account or place a bet using your online funds so we know it's definitely you.
You'll need to remember 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. There's 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 you'll be prompted to do so when you try to make a transfer or withdrawal for the first time.
Once you click through, you'll see the option to set PIN.
Simply choose a four (4) 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. There's an option to set your PIN.
I've 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 (4) digit number and your williamhill.com password and update the information.
Once you've completed that, you'll be able to make transfers and withdrawal requests again.
How do I change my mobile number?
The Plus 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.
Should you 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 contact the Plus Card Team on 0330 123 9638 who can help you to link a new mobile number to your account, and not lose any of your live or settled bets.
Can I place a bet in-shop using my online balance?
Yes. Just select your bets on our Plus terminal, (don't load any cash into it) and when you want to place your bet, press the place bet button, and you'll 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 four (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.
I've 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.
How do I transfer winnings from a cash bet into my online account?
If you placed a bet using cash on the Plus terminal, and tracked it using your Plus Web App, once it's settled as a winner, it'll be shown in your 'To Be Collected' tab and there'll be a button highlighted which will 'transfer to online'.
Once you selected this, the winnings will be deposited into your online account balance.
Why can't I transfer my winnings to my online account?
Winnings from cash bets placed on the SSBT which are transferred to your online account count as a deposit, and therefore come under the same rules as cash deposits.
There's a daily/weekly deposit limit, and rules around when you are able to use this functionality.
If your bet exceeds the daily limit, currently set to £500, you'll need to go into a shop to collect it where you'll be able to deposit up to £500 of your winnings directly into your online account.
Also, you can't transfer winnings from a bet until EVERY bet on that slip has been fully settled.
PAYMENTS (DEPOSITS & WITHDRAWALS)
How do I withdraw my funds?
Whenever you want to make a withdrawal, providing your account is linked to your williamhill.com account, 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.
How does Plus work with the payment methods on an online account?
You can place bets using your online funds on a Plus 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 one (1) or two (2) debit cards, CashDirect or cash deposited in shop is used to fund your account.
If you have any other payment method (PayPal, additional debit card 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 contact a member of our Plus Card Team on 0330 123 9638 who can help top resolve any issues you may have around this process.
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.
How much can I deposit a day?
The limit is currently set to £1000 a day or £2500 a 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.
You're not permitted to exceed these limits.
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.
If you're to try and withdraw £6.50, it'll be declined because of the 0.50p, so you would need to select £6.00 or £5.00.
I've 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 help, please contact our Plus Card Team on 0330 123 9638 or speak to a member of your local shop team.
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
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'll 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's always a possibility we're experiencing technical problems or your device isn't connected to a stable and strong data/WiFi 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've made a withdrawal request?
Once you've made a successful withdrawal request on your Plus Web App, all you need to do is pop into any William Hill shop with your Plus Card and some photo ID (UK Driving licence or UK Passport) and hand them to a member of the shop team.
Once they have verified your ID and withdrawal request, you'll be handed your cash.
Please make sure the name on your ID matches the name on your williamhill.com account as we cannot process withdrawal requests unless it fully matches, and you'll then need to contact a member of our Plus Card Team on 0330 123 9638 to cancel the withdrawal request and move the funds back into your 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 licence 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've 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.