We run competitions for you, and we want to ensure that you always enjoy listening to and taking part in them and we would never want it any other way. If you have a question about one of our competitions, we hope you'll find the answer here.
Our top 5 most frequently asked questions...
1. I haven’t received my one-time passcode (OTP)
At peak times, there may be a short delay in receiving your OTP. Please wait 10 minutes before requesting another code.
2. I have a pending transaction, but I don't believe my entry was successful.
If you don't reach the confirmation landing page and have not received a receipt after your purchase, your entry is considered 'pending'. In situations like these, the bank can hold the funds for up to 2-5 working days after the attempted transaction. After this time the money will automatically be released back into your account.
3. I keep getting an error when trying to enter online.
This may be because your online account does not have a surname. Please visit hellorayo.co.uk and sign in to your account to update your surname.
4. The text message is not sending from my handset.
If your text message entry to us is not leaving your phone, then it hasn’t reached us and won’t be included in the Competition. You’ll need to contact your mobile network operator in order to resolve this issue.
5. Am I being charged for receiving texts promoting the competition?
No. Any texts that start with ‘FreeMsg’ are free to receive.
Had a text about one of our competitions?
From time to time you may receive SMS text messages about our competitions from a number you don't recognise. These are all the numbers that we use for our competitions: 61025, 61054, 63103, 64100, 65115, 81215, 82202, 82205 and 82210.
Winners
Want to find out who won a competition?
Regulation of Premium Rate
Bauer Radio Limited is registered with the Premium Rate Services regulator, Phone-paid Services Authority.
If you wish to find out more information about the Phone-paid Services Authority, please visit their website.
BILLING & CHARGES
How much does it cost to play the competition?
Full details of costs can be found in the Terms & Conditions for each Competition. Our Competitions are meant to be a bit of fun so we strongly advise against excessive use.
My network say I am in a subscription and I can have a refund.
We do not operate a subscription service, and any charges you have received will be for entering our Competitions. If your network tells you that we have charged you on a subscription basis, then please ask them to double check your query. You can also use the number checker on the Phone-Paid Services Authority website.
I believe someone else used my phone to enter a competition - can I get a refund?
If you believe someone is using your phone without your permission, you will need to contact your mobile phone provider and ask them to open a fraud case to investigate. If you have allowed someone else to use your phone – including children – then you remain responsible for the use of the phone and the charges won’t be refundable.
You can contact your mobile phone provider and ask them to implement a Premium Rate bar on your mobile phone to prevent any further charges from occurring. However, this will result in you being unable to enter any Premium Rate competitions in future.
Where can I find my premium rate charges?
Premium rate charges will often appear on your phone bill separate to your standard network rate charges. For example, if it costs £2.00 + SNR to enter a competition and your standard network rate is set at 12p by your provider, then it will cost you £2.12 per text entry.
However, this may appear on your phone bill as two separate charges – one at the £2.00 and one at the 12p.
Just to make things slightly complicated, your mobile phone provider may also display the charges on your mobile phone bill excluding VAT. So, taking the above example, the £2.12 it costs to enter the competition could appear on your bill as follows:
• Premium Rate Charge = £1.67 (£2.00 excluding VAT)
• Standard Network Rate = £0.10 (£0.12 excluding VAT)
• VAT = £0.35
• TOTAL = £2.12
If you have any further questions about your bill, you will need to contact your network.
I have sent a text but haven't received an entry confirmation message.
There could be several reasons why you haven’t received a confirmation message. This could be due to insufficient funds, a bar on your account or a network problem.
You will need to speak to your network about this.
How do I enter for free?
If there is a free route of entry available, it will be detailed in the Terms & Conditions for the Competition. The free route of entry may vary by competition and could be via standard rate phone line, post or online.
Can't find the answer to your question?
USEFUL CONTACTS
If you have any queries about your mobile phone or your mobile phone bill, we would always recommend getting in touch with your mobile network provider on the details below.
ABOUT PREMIUM RATE SERVICES
GLOSSARY OF TERMS
SHORTCODE:
A shortcode is a five - or six - digit number that is shorter than a normal phone number that you can send text messages to and receive text messages from. We use these in all our studios as a way for you to get in touch with our presenters. We also use them as a way for you to enter competitions. For example - 63103, 61054, 81215.
KEYWORD:
In order for your text message to get to the right place – whether that’s to the correct presenter in the studio or to be entered into the correct competition – we will often tell you that you need to start your message with a particular word such as WIN or STUDIO. This is a keyword. If you do not start your message with the correct keyword and send it to the correct shortcode, then your text may not reach us!
STANDARD NETWORK RATE (SNR):
Your standard network rate is the amount you pay to your mobile phone provider each time you send a text message. This varies from network to network but is usually between 8p – 15p.
Unfortunately, most mobile phone providers do not include text messages to shortcode numbers as part of monthly phone contracts or text and data bundles, and therefore each time you text us on a shortcode number (whether that’s a text to the studio or an entry to a competition), your mobile phone provider will charge you this small fee for doing so.
We have no control over standard network rates.
PREMIUM RATE:
Premium Rate text messages or telephone calls are those which carry a higher cost than a normal text message or telephone call. They are charged to your telephone bill in addition to your standard network rate.
How do I know if a number is Premium Rate?
All our premium rate services run on shortcode numbers, however not all our shortcode numbers are premium rate! For example, our text the studio services are run on shortcode numbers and are not premium rate.
We will always make it clear to you if there is a charge associated with a service or competition, whether that’s on-air, in our terms & conditions or via any other medium which we advertise the premium rate service.
Where can I find my Premium Rate charges?
Premium rate charges will often appear on your phone bill separate to your standard network rate charges. For example, if it costs £2.00 + SNR to enter a competition and your standard network rate is set at 12p by your provider, then it will cost you £2.12 per text entry.
However, this may appear on your phone bill as two separate charges – one at the £2.00 and one at the 12p.
Just to make things slightly complicated, your mobile phone provider may also display the charges on your mobile phone bill excluding VAT. So, taking the above example, the £2.12 it costs to enter the competition could appear on your bill as follows:
• Premium Rate Charge = £1.67 (£2.00 excluding VAT)
• Standard Network Rate = £0.10 (£0.12 excluding VAT)
• VAT = £0.35
• TOTAL = £2.12
If you have any further questions about your bill, you will need to contact your network.
Do I have to write the text message in capital letters?
You can write the message in lower or upper case, or a mixture of both – if the keyword is at the very start of the message and spelt correctly, we will receive your entry.
Can I use Premium Rate services from abroad?
You should only be able to use Premium Rate services if you are calling or texting from the UK. This means that unfortunately, if you are abroad for any reason, you may not be able to text us.
Can't find the answer to your question?
TECHNICAL HELP
My text message isn't sending or is failing.
If your text message entry to us is not leaving your phone, then it hasn’t reached us and won’t be included in the Draw.
This is something that isn’t under our control, and you’ll need to contact your network in order to resolve this issue:
• EE: 150
• O2: 0344 809 0202
• Three: 0333 338 1003
• Sky: 0333 7591 018
• Virgin: 0345 454 1111
• Vodafone: 191
To confirm, if this is happening, you won’t have been charged.
I have sent a text to enter but I haven't received an entry confirmation message.
There could be several reasons why you haven’t received a confirmation message. This could be due to insufficient funds, a bar on your account or a network problem.
Again, you will need to speak to your network about this.
• EE: 150
• O2: 0344 809 0202
• Three: 0333 338 1003
• Sky: 0333 7591 018
• Virgin: 0345 454 1111
• Vodafone: 191
Do I have to write the text message in capital letters?
You can write the message in lower or upper case, or a mixture of both – if the keyword is at the very start of the message and spelt correctly, we will receive your entry.
Can't find the answer to your question?
HOW OUR COMPETITIONS WORK
How do I enter?
Full details of how to enter can be found in the Terms & Conditions for each Competition. These will be posted on either winhappy.com or hellorayo.co.uk.
When do I enter?
Entry to the Competition will open and close as detailed in the Terms & Conditions.
How much does it cost to play the Competition?
Full details of costs can be found in the Terms & Conditions for each Competition. Our Competitions are meant to be a bit of fun so we strongly advise against excessive use.
Do I have to write the text message in capital letters?
You can write the message in lower or upper case, or a mixture of both – if the keyword is at the very start of the message and spelt correctly, we will receive your entry.
How do you select your Competition winners?
After the Competition has closed, one entrant from all of the valid entries will be selected by automated random draw. We do not know anything about the winner - such as geographical location, name, gender or the method of entry - until the draw is complete.
What time is the Competition call made?
After the Competition has closed, one entrant from all of the valid entries will be selected by automated random draw. This call may be pre-recorded shortly before broadcast but it is never made before the Competition has closed.
I had a missed call, was it from the Competition?
Unfortunately, we cannot disclose this information, however it is possible that the call will be from a withheld number. It will NEVER be from a mobile number so if you have a missed call from a number beginning 07, it wasn't us. Before entering the Competition, we would recommend ensuring that you will be able to play at the times announced on air.
Do free entries count?
Yes. After the Competition has closed, one entrant from all of the valid entries will be selected by automated random draw. The method of entry is not known until the draw is complete.
Am I being charged for receiving texts promoting the competition?
No. Any texts that start with ‘FreeMsg’ are free to receive.
I want to stop receiving messages.
To opt out of our free marketing messages, just reply STOP to the message we have sent you. We do not charge you text STOP. It will only cost you 1 standard network rate message which is charged by your mobile phone provider.
I have previously won a prize. Am I eligible to win again?
If you have won more than £500 in any previous Bauer Media Competition over the past 6 months you are not eligible to win. For more details on this, please see the Bauer Media Group Competition General Terms & Conditions
Can't find the answer to your question?
ONLINE ENTRY FAQs
Win Happy is the online competition site where you can enter for the chance to win wonderful prizes. We’re proud to be part of the Bauer Media Group, home to some of your favourite brands such as Absolute Radio, Greatest Hits Radio, Hits Radio, KISS and Magic. To find out more, browse all our brands or to tune into one of our radio stations, head to www.hellorayo.co.uk.
REGISTRATION
What do I need to do to create an account?
To register for a Win Happy account, you need to be 18 years or older and live in the United Kingdom, (excluding Channel Islands and Isle of Man).
We will also ask you to provide the first half of your postcode (so that we can verify you’re eligible to enter the competitions), your e-mail address and your UK registered mobile phone number.
I’ve not signed up to Win Happy but my email is already in use?
Win Happy is proud to be part of the Bauer Media Group, home to some of your favourite brands such as Absolute Radio, Greatest Hits Radio, Hits Radio, KISS and Magic.
As such, it could be that you already have an account with one of our radio brands via www.hellorayo.co.uk and, the good news is that you can login to Win Happy using the same account!
Please try using your www.hellorayo.co.uk email and password, and if you’re still having trouble, please enter your email and hit the Forgot Password link to reset your password.
Why do you need my mobile number?
All your entries will be registered against your mobile number, and it will be your mobile number that we use to contact you if you are a winner!
Therefore, we need to ensure that your mobile number is yours and correct. We do this by sending you a one-time passcode to the mobile number you enter when you first register.
You can then use your mobile number to sign-in to your account.
I haven’t received my one-time passcode (OTP)
At peak times, there may be a short delay in receiving your OTP. Please wait 10 minutes before requesting another code.
Can I register with a non-UK mobile number?
No. You will need a UK registered mobile number.
I haven’t got a mobile phone / I want to use a landline
You need a UK registered mobile phone and number in order to enter Competitions by text message and online. If you don’t have a UK registered mobile number, keep an eye on our competition pages where you may be able to enter some Competitions by other methods.
Why do you need my date of birth?
You can only enter competitions if you are aged 18 years or older. Therefore, we ask for your date of birth to validate that you are eligible to enter.
Why do you need the first half of my postcode?
Some of our competitions require you to live in certain regions of the UK in order to be eligible to win. Therefore, we ask for the first half of your postcode to validate this before you enter.
I’ve forgotten my password
Please click the forgotten your password link, and enter the email address you have registered with. Then, look out for an email from Hello Rayo that will contain a password reset link to the email address entered.
I can’t remember my login details
Please enter your email address you think you used and click forgotten your password.
COMPETITIONS
Is there an entry/spend limit?
Full details of entry limits can be found in the Terms & Conditions for each Competition. These will be posted on either winhappy.com or hellorayo.co.uk. We also operate a site-wide spend limit of £240 per calendar month that resets on the first day of the month.
How do I enter?
Full details of how to enter can be found in the Terms & Conditions for each Competition. These will be posted on either winhappy.com or hellorayo.co.uk.
The online entry isn’t working in my browser
Please make sure that your browser is up to date and that you have cleared your cached items which are stored under browser history.
Can I enter with more than one mobile number?
As per our Terms & Conditions, there will be an entry limit – per entrant – for each Competition. If you are found to be entering more than the entry limit on multiple devices, you may be found to be in breach of the Terms & Conditions and could be disqualified.
Entry limits will vary per Competition, so please make sure to check the specific Terms & Conditions for each Competition before entering.
Can I enter on behalf of somebody else?
All entrants must enter on their own behalf and may not enter on behalf of anyone else. If we later become aware that the person who played the competition was not the entrant themselves, we will disqualify this entrant and no prize will be payable to any persons involved.
How much does it cost to enter a Competition?
This will depend on the Competition you would like to enter and how many entries you would like to purchase. All costs of entry are clearly detailed and included on the entry page. We may also offer entry bundles whereby you receive free entries with a purchase. Please see the individual Terms & Conditions for the competition you are trying to enter. Our Competitions are meant to be a bit of fun so we strongly advise against excessive use.
I have already entered a Competition by SMS, can I still enter online?
Yes, you can enter each Competition via as many different methods as you like, up to the entry limits stated in the Competition Terms & Conditions for each entry method.
Do free entries count?
Yes. After the Competition has closed, one entrant from all of the valid entries will be selected by automated random draw. The method of entry is not known until the draw is complete.
I don’t live in the UK, can I enter?
You must be a UK resident to enter Bauer Media Competitions, unless otherwise stated in the Competition-specific Terms and Conditions.
Can I enter whilst on holiday?
As per our Terms & Conditions, the Competitions are generally only open to people who live in the United Kingdom, however, please check the specific Terms & Conditions for the Competition you are entering.
You may still enter a Competition if you are on holiday and have a UK residential address, but please be aware of time differences and any additional roaming charges your network may charge.
WINNERS
When will the winner of a Competition be drawn?
Please refer to the specific Terms & Conditions for the Competition you are entering for details of the draw.
How do I know if I’m the winner of a Competition?
If you are the winner, you will be contacted on the mobile number you have registered with / provided with your entry.
Make sure you check the Terms & Conditions for the Competition you have entered, as some of our Competitions require you to answer your phone quickly and / or with a specific phrase if we call you!
How do you select your Competition winners?
After the Competition has closed, one entrant from all of the valid entries will be selected by automated random draw. We do not know anything about the winner - such as geographical location, name, gender or the method of entry - until the draw is complete.
Where can I see previous winners?
Details of previous winners can be found on our website.
MARKETING
I have previously won a prize. Am I eligible to win again?
If you have won more than £500 in any previous Bauer Media Competition over the past 6 months you are not eligible to win. For more details on this, please see the Bauer Media Group Competition General Terms & Conditions
Will I receive "spam" calls and texts if I register my mobile number?
No. You will only ever receive messages relating to the Competitions, your account, and other exclusive content on Win Happy that is relevant to you based on the information you have registered with.
Will I get marketing messages from anybody else other than Bauer Media?
No. You will only ever receive messages from Bauer Media. If you have opted into our mailing list, we will email you with information on our competitions, exclusive rewards, offers and winner information. If you haven’t opted in, you will only receive emails related to your entries. We will never pass your details to any third party for marketing purposes. Please see our Bauer Data Promise for more information.
How do I opt out of receiving marketing messages?
You can opt-out of marketing whenever you like. You can do this at the bottom of any email by clicking the unsubscribe button. To opt out of SMS marketing messages, you can reply STOP to any text message you have received about one of our Competitions. This will be charged by your mobile network at the cost of sending one text message – your standard network rate (SNR) – and is usually around 10p – 15p.