FAQ & troubleshooting
Quick answers to the questions we hear most, and what to do when something isn't behaving. If you're stuck after this page, we're happy to help — contact details are at the bottom.
Signing in to BetTrading.net
"The username or password you entered is invalid."
The email/password pair didn't match a BetTrading.net account. Check for typos (the email field validates its format before anything is sent), and use Forgot password? if needed. Three failed attempts locks sign-in for an hour — the screen counts down the wait, and the lock clears itself.
"Something went wrong — please try again."
An unexpected error during sign-in, usually connectivity. Check your internet connection and try again. Already-signed-in sessions keep working offline for up to 72 hours.
Connecting exchanges
"Couldn't reach the service — check your connection and try again."
BetTrading.net couldn't contact the exchange at all. Check your internet connection, then whether the exchange itself is having an outage (their status pages help). Your other connected exchanges are unaffected — each connection stands alone.
The exchange rejects my correct password
Exchange APIs sometimes need more than the website password:
- Betfair — API access needs an Application Key alongside your credentials, and a funded, fully-verified account. See our Betfair guide.
- Betdaq — API access must be arranged with Betdaq for your account (one-off fee). Until it's active, API sign-ins fail even with the right password. See the Betdaq guide.
- Smarkets — API access is granted via Smarkets' request form; an unapproved account can't sign in through the API. See the Smarkets guide.
- Matchbook — your ordinary account credentials work; no key needed. If sign-in fails, verify them on matchbook.com first. See the Matchbook guide.
A connected exchange shows "Failed" mid-session
Sessions expire and networks blip. Right-click the service on Services → Manage Services and choose Connect — your username is pre-filled. BetTrading.net renews exchange sessions automatically where the exchange supports it.
Markets and prices
The market tree looks incomplete
Expanding a sport fetches fresh data — give the "Loading…" node a moment. Exchanges only list markets that are currently tradeable, so quiet times genuinely have fewer entries. If a search is active, remember it filters everything: clear it to see the full tree.
Prices feel behind the exchange website
BetTrading.net refreshes prices on a fast poll (down to 500 ms on Pro; 5 s on Basic). In-play, every product — including the exchanges' own sites — shows a delayed picture; treat all displayed prices as an invitation, with the match confirming the truth.
My bet was placed at a slightly different price than I clicked
Prices align to the exchange's tick ladder, and BetTrading.net rounds down (never up) to a valid tick — you'll never be placed at a worse price than the rounding shows. If the market moved between click and placement, the bet rests unmatched at your requested price rather than chasing.
Bets
Cancel didn't cancel my bet
If the bet matched a moment before your cancel arrived, the exchange's answer wins: the bet stays, marked matched, and BetTrading.net tells you rather than pretending. A matched bet can't be cancelled — but it can be traded out.
My bet has been unmatched for ages
Nobody has taken the other side at your price yet. Cancel and re-price, or set a bet duration so resting bets tidy themselves away automatically.
Where did my one-click stake amount come from?
The Amount field starts from your default stake (Preferences → General → Trading Defaults) and changes with the preset buttons. One-click uses whatever the field shows at the moment you click.
The app
Does BetTrading.net hold my money?
Never. Your funds stay in your own exchange accounts; BetTrading.net is the trading screen. Deposits and withdrawals always happen at the exchange.
Which platforms are supported?
Windows today, kept up to date automatically. An Android version is in development.
How do I upgrade to Pro?
Plans are managed on the BetTrading.net website — open BetTrading.net in your browser and sign in. The application applies the new plan at your next sign-in; see Signing in & your plan.
Still stuck?
We'd genuinely like to help. Email support@bettrading.net with what you were doing, what you expected, and what happened instead — a screenshot works wonders. Include the exchange involved if it's a connection issue.