Every now and then a winner may have a problem using Contact Free Prize Fulfillment.  The reasons vary, but here are the most common situations and how you may help them:

[Device Compatibility] Ask the winner to try to sign the document(s) on a different device.

Winners can sign using their finger on a touchscreen device like a phone or tablet, or using the cursor (mouse) on a desktop computer or laptop.

[Browser Compatibility] Suggest the use of a private browsing window.

To get around browser extensions like pop-up or ad blockers, or as an alternative to clearing browsing history, the winner can use a private browsing window (called Incognito Mode in Chrome) to access the documents.  They can do this by right-clicking on the URL in the email and selecting the option to open the link in a private browsing window.

[Autofill Issues] Add information to the form manually, by typing each detail

Sometimes the autofill feature of the browser messes with the accuracy of information added to a release form.  Disabling or otherwise "not using" when entering home address, phone number, date of birth, etc. will help.

[Send Direct Links] Skip the Winner Info Form

While you can send the release form and/or W-9 with the Winner Info Form, try sending direct links to the release form and/or the W-9. 

Below the "Email Listener For Info" button:

• Click on the Winner Release Form button then “Capture Signature” and “Email Form.”  The URL provided will take the winner directly to the release form to read and sign.
• Click on the Collect W-9 button then “Acquire Listener Signature” and “Email Form.”  The URL provided will present the winner with their name, home address, and last four digits of their Social Security Number for review before allowing them to sign their name.*

*This feature is only available when the winner has already provided the required information, including home address and Social Security Number.