“The Upgrade” FAQs
There’s a lot to know about “The Upgrade.” Start here.
A change this big will come with a lot of questions. Hopefully, we’ve already answered yours in the FAQs below. Contact your Ohio Lottery sales rep with anything we missed.
General Questions
Why is Ohio Lottery making “The Upgrade” to a new gaming system?
The current Ohio Lottery gaming system is 17 years old. “The Upgrade” is essential to modernize our operations so we can continue to reliably serve players and generate funding in support of Ohio’s K-12 education.
How will Ohio Lottery players benefit from a new gaming system?
With “The Upgrade,” players will have a new and more modern gaming experience with streamlined purchasing, flexible payment options, Americans With Disabilities Act (ADA)-qualified responsive touch screens, and new KENO shows.
When will “The Upgrade” start, and when will it be complete?
Converting more than 9,000 pieces of self-serve equipment and over 12,000 clerk-operated terminals plus peripherals across the State as part of “The Upgrade” will take some time. Beginning in October 2026, teams will begin delivering and installing new clerk-operated WAVE™ terminals and PlayCentral® self-serve kiosks. All retailers will receive their WAVE ahead of “go-live” in the spring, but some self-serve kiosks will continue to be swapped out through summer 2027. The full upgrade will go live in spring 2027. Retailers will be notified a week in advance of any equipment removals and installations.
How long does it take to install a new self-serve kiosk?
Removal of existing self-serve kiosks takes approximately one hour. You can help keep the process running smoothly by having keys on-site and removing all tickets and cash from all kiosks being replaced. Installation of the new PlayCentral self-serve kiosk will happen on a separate date and takes approximately 30 minutes to one hour.
How will the new self-serve kiosks work until spring 2027?
New PlayCentral self-serve kiosks will only sell Scratch-Offs and will only take cash payments until the new gaming system goes live in spring 2027. After that time, self-serve kiosks will offer all games, accept all payment options, scan winning tickets, accept coupons and validate tickets and vouchers.
Can a lottery player still play all Ohio Lottery games during “The Upgrade”?
Yes! All Ohio Lottery games can be purchased at the counter using all payment methods throughout the conversion to our new gaming system.
What impact will “The Upgrade” have on my sales?
Converting to a new gaming system is a major change. We expect that there could be a temporary dip in sales during “The Upgrade.” Ohio Lottery will be supporting you by offering player promotions, incentives and coupons to engage customers and encourage visits and purchases in retail.
How will I be compensated for the potential sales loss? When will the Retailer Incentive Program be restarted?
Retailers who place new Ohio Lottery equipment during “The Upgrade” will receive a $25 credit per week for each clerk-operated WAVE terminal and a $100 credit per week for each PlayCentral self-serve kiosk, beginning the week they receive the equipment until the new gaming system goes live in spring 2027. Plus, retailers who have earned the retailer incentive bonus for four of the last eight quarters will receive a one-time bonus at the start of the conversion. These combined incentives will equal a total amount similar to bonuses and incentives in Fiscal Year ’26.
During the gaming system conversion, the Retailer Incentive Program will remain paused as tracking incentive qualifiers and managing the program aren’t possible. Ohio Lottery will offer a new retailer incentive program when “The Upgrade” is complete in 2027.
Will legacy tickets be scannable for cash?
Yes, legacy tickets should be scannable for cash. However, we have not begun testing this functionality yet and will provide updates as we continue to test.
Can retailers trade paper?
We strongly recommend that paper not be traded between retail locations.
Equipment Questions
What specific details do I need to know about the new self-serve kiosks?
New PlayCentral self-serve kiosks will only sell Scratch-Offs and will only take cash payments until the new gaming system goes live in spring 2027. After that time, PlayCentral self-serve kiosks will offer all games, accept all payment options, scan winning tickets, accept coupons and validate tickets and vouchers.
What if I don’t want to sell Scratch-Offs out of my self-serve kiosk?
At this time, self-serve kiosks are designed to offer Scratch-Off tickets as part of their standard setup. If you’re unsure about selling Scratch-Offs or have concerns, we encourage you to reach out to your sales representative. They can walk through your options and help determine the best approach for your location.
How was the equipment for each retailer determined?
New equipment assignments were determined based on location type and daily sales. A thorough analysis of each retailer’s self-serve kiosk sales performance was conducted to determine the appropriate terminal allocation with the new self-serve kiosks.
Can I request a certain terminal for my location?
Equipment assignments for existing retailers have already been determined. New retailers can request specific terminals needed at a new location via the eApplication process. Each request will be reviewed and finalized by Sales Management.
Does every retailer have to take all the peripherals? What happens if I refuse a peripheral?
Every clerk-operated WAVE terminal will come with a suite of peripherals that includes a ticket checker, printer, barcode reader, document scanner, pin pad and a LIM (PAD). Every location is required to take this equipment. We are currently evaluating whether a WAVE X™ will be required to take a LIM. However, the WAVE X will come with all other peripherals.
How do I request to turn the Scratch-Off bins on or off at my retail location?
The capability to disable Scratch-Off sales will not be allowed for several months after the gaming system conversion. Scratch-Off sales out of the PlayCentral Flex® self-serve kiosks will be monitored and evaluated after six to nine months to determine if adjustments need to be made.
If I lose the keys to a terminal, how do I get a replacement? How much will it cost?
Call Scientific Games at 888-780-0030 to report lost keys. Keys are restricted and clearly state “Restricted, Do Not Duplicate.” One set of replacement keys will be provided at a cost to be determined. Losing any keys after that will require a technician to drill out and replace the lock at a cost to be determined. Costs will be provided prior to equipment placement.
Is there a button on the printer to force the paper to feed through?
No, there is not a button that will feed the paper through.
In locations with multiple monitors, how will the KENO shows be connected to all the displays?
Each location with KENO monitors will be reviewed individually. How the monitors are connected will depend on how many monitors there are and whether the terminal is a WAVE or a WAVE X. There is a media server that may be installed (similar to the amino), the monitors may be daisy-chained or they may just be plugged into the back of the monitor.
How do the self-serve kiosk and clerk-operated WAVE™ terminal interact? Can I see the inventory of the self-serve kiosk on the WAVE?
Yes. Self-serve kiosk inventory should be available to view on the WAVE and will also be available via reports.
Once the contents of a bin on a self-serve kiosk are sold out, how do I know which book it is so it can be settled? How does a Lottery sales rep know which bin has sold out?
A “bin out of stock” alert defining the sold-out bin will be sent through the WAVE terminal. Retailers and Ohio Lottery sales reps can also use a report on the self-serve kiosk that will show bins out of stock.
How do my reporting and login change? Will Scratch-Off reports on the new WAVE terminal be easier to use for balancing?
New clerk-operated WAVE terminals will offer the same Scratch-Off reports that are available on the Photon. Retailers with self-serve kiosks will also be able to pull reports for all terminals from WAVE. There will be additional reporting on the self-serve kiosks and through the retailer portal to assist in balancing.
Can I order Scratch-Offs via the WAVE terminal?
No. Scratch-Offs cannot be ordered using the WAVE.
Can I put a stack of play slips through the reader?
No. Play slips must be put in one at a time.
Can I scan winning tickets by putting them through the play slip reader on the WAVE terminal?
No.
Can the WAVE terminal produce vouchers?
WAVE terminals cannot produce vouchers at this time.
Training Questions
Can I get training for the new equipment? When?
All Ohio Lottery retailers will be required to complete e-Learning provided by Scientific Games. You will receive an e-Learning Login Flyer with information to access your training. E-Learning takes approximately 90 minutes to complete, and you and your staff can complete it at your own pace. You must complete the training before the gaming system conversion for your equipment to be turned on.
Will there be instructions inside the new self-serve kiosks explaining how to load and unload games?
At this time, there will not be instructions inside the PlayCentral self-serve kiosks. You will receive in-person training when your kiosk is installed. Plus, you’ll get an Instructional Manual and Quick Reference Guides on how to use all functionality of the kiosks.
Contact Questions
Who do I call for issues?
Existing terminals and self-serve kiosks operated by Intralot will keep running until the system goes live. As you do today, call Intralot’s hotline at 866-710-2462 if you experience any issues. New equipment, including the clerk-operated WAVE terminals and PlayCentral self-serve kiosks, are supported by Scientific Games. Call the Scientific Games hotline at 888-780-0030 if you’re having trouble with new equipment. All equipment is labeled with the vendor’s name.