Location Troubleshooting
What to do if you are denied a ticket sale
We’re sorry you’re experiencing problems with our website. We use a program to ensure you’re physically located within the Province of Ontario when you support Catch the Ace. This is a government requirement that we must follow to run our lottery.
To do this, our program uses your IP address to verify your location. However, network signals are not perfect and tend to bounce around. Sometimes, your IP address might temporarily show that you are out of province, even if you’re not. Our system detects this and automatically denies the ticket sale to comply with the government rules.
There are some steps you can take to troubleshoot:
- Go to www.IPSTACK.com
On the right side of the main page, you should see your IP address (in this format: 11.111.11.1) with numbers and codes underneath. (TIP: If using your cell phone, rotate horizontally to see the full screen.) - Look for “CITY”
– If the city is located in Ontario, you should be able to purchase a ticket
– Restart your device and try purchasing a ticket again.
– If you are still denied a ticket purchase, send an email to sfvhfcatchtheace.com - If it is showing you a city that is not located in Ontario, you will not be able to purchase a ticket
– Since network signals bounce around, your IP address might temporarily show you are out of province (even if you are not).
– Restart your device and recheck to see where your IP address is being located.
– If it didn’t switch to an Ontario city, disconnect your device from wifi internet and use cellular data only.
– Try purchasing a ticket on cell data. If this doesn’t work, try a neighbour or friend’s wifi – or free public wifi at a library or restaurant.
– If the problem persists, email us at sfvhfcatchtheace.com