Betfair Poker Upgrade - Updated

We are aware of a few customers experiencing issues upgrading to Betfair Poker 2. This issue results in those customers finding the upgrade process slower than we would expect, and some customers having their download time out. This issue is caused by a large number of customers upgrading at the same time, as well as the CDN (Content Delivery Network) taking time to update. We are rectifying this by increasing the capacity of our servers to deal with the increased load, and waiting for the CDN to update. We expect that this will be much improved in the next couple of hours. Apologies for this delay and we appreciate your patience with our upgrade this morning.

We will continue to post updates here when we get them.

We are so pleased so many of you want to try our new product. Usually we see the load increase much later in the day. We had a gradual scale up plan for launch in line with our normal load during a normal poker playing day. With so many of you keen to see our new product we are experiencing a much higher load than anticipated this early in the day. We are looking to increase our load capacity therefore as soon as possible. We appreciate your patience. Thank you

Please note that the same load issue on the upgrade (see our Betfair Customer Services “upgrade” thread) is also affecting access to our website when players try to upgrade their account. Our steps to resolve the load issue will also solve this. To reiterate, we expect this to vastly improve in the coming couple of hours. We will continue to post updates as we get them. In addition, refreshing the upgrade page repeatedly will not help you as much as retrying every couple of minutes.

This morning we committed to giving you all regular updates as we upgrade to Betfair Poker 2. Here is the latest from our Product and Technical teams.

We have identified a couple of specific issues with our upgrade that has affect some users. We have detailed these below with our steps taken to resolve them:

1.    Load issue on Betfair Poker 2 software upgrade / T&C’s web page:
This resulted in many users experiencing a slow download of the new software, and sometimes having this download time out. In addition, the load issue also affected our web page for Betfair Poker 2 T&C’s. We need to ensure that players accept these in order to access the client. Occasionally this page displayed as “Page not available”. Please note that we have not had any issues with performance issues

Steps taken:

We have significantly reduced the impact of this load issue by upgrading our servers throughout the day and by the CDN (Content Distribution Network) updating. We are looking at other ways to improve the performance of this throughout the day also. We are still closely monitoring this issue as we move into the evening peak-time for poker.

2.    T&C’s web page / Alias change webpage

Separate from the issue above, we have also reported a problem with some customers receiving the web page “you are not authorised to view this web page”. This issue is uncommon and we are looking into the root cause. We will update here when we get it.

Steps taken:

Investigations continuing update in due course.

Please continue to report your issues to us. This feedback helps us get a better idea of the scale of problems as they arise and often helps us hone the issues down and find resolutions. As stated before, we appreciate your patience as we move through this large upgrade, and we have been able to address issues very early through your input. If you do have issues, please wait a few minutes before trying again as often these issues are very temporary.

Following on from our last update at 17.00, here is the latest update from our Product and Technical teams. Please do continue to contact our Helpdesk with your queries around our upgrade to Betfair Poker 2.


1.     Load issue on software installer and T&C’s web page.

Further to our update at 17.00, the performance of our installer and web page has continued to improve since we upgraded our servers and the CDN has updated.

2.     T&C’s web page / Alias change web page

We encountered a bug earlier today where players received a web page error message (“You are not authorised to view this page”). We have released a fix for this, however please do contact us if you still receive this error message.

3.     Account details error message

Some customers have reported trouble passing the upgrade web page form, and receive the error message “Your account details cannot be saved” We have released a fix for this, however please do contact us if you still receive this error message.

4. Incorrect username / password

We are investigating a bug where a few  customers receive this error message. This issue is ongoing and we will update when we have a further update on this.


5.     Mac installer

We noticed an error for some players who could not download our new Mac version of Betfair Poker 2. We have released a fix this issue, however please continue to pass on any Mac-based errors you might receive to our Helpdesk.4

Here is our update from the work carried out last night and this morning to rectify upgrade issues experienced by our customers. We will update this list with any new issues as they crop up. Please note that the instances of upgrade issues has dropped rapidly with fixes applied since our launch, and we’re pleased to be concentrating on ironing out the exceptions. Once again, we apologise for any inconvenience caused to our players and appreciate the patience being shown by those players affected.

1.    Slow upgrade of Betfair Poker 2 (load issue on software installer)

The performance of our installer and web page has been stable since upgrades were applied yesterday to our hardware. We have received no new reported issues here.

2.     “You are not authorised to view this web page” error message on upgrade form

Since our first fix for this error was released yesterday, we have noticed a drastically reduced the number of cases being reported. However, we are aware of customers still receiving this issue and not being able to upgrade to Betfair Poker 2. We are looking into these specific cases and hope to release a fix for this today.

3.     “Your account details cannot be saved” error message on upgrade form

Again, we are aware of these errors being reported and have been able to rectify the larger causes of them (such as the duplicate email issue reported on the Poker forum). This has significantly reduced the number of instances of this error message occurring. However, we are aware of more than one root cause for this error message and continue to work on solutions for these other causes. We will continue to post here as and when we have updates on this.

4.     “Incorrect username / password” error message

We continue to investigate the bug that causes a few customers to receive this error message. This issue is ongoing and we will update when we have a further information on this.

5.     “Your account is blocked” error message
This has been noted as a regional specific issue (affecting Maltese customers only). This will be addressed in due course today.

6.    Mac client download page errors

We notice that some customers receive Java script errors on the Mac download page. This is not preventing them from downloading the software, but does not render the page correctly. We are investigating this and hope to have a fix in place today. Those customers who use Firefox web browser will have to specifically download the file and run it locally.

Update to Issue 4 - “Incorrect username / password” error message

This error message will appear when customers attempt to use their Poker alias and password when logging in, rather than their username and password. If you have received this error, please double check that it is your username and not your poker alias that you are logging in with.

Hi all.

Latest update here from our Product and Technical teams after the work being carried out this afternoon. We have managed to reduce the number of instances of customers encountering errors on download/upgrade, however we fully appreciate how frustrating it is for those of you still meeting these. We are very sorry for this. Please be assured that we are focussing our efforts on getting all our players access to Betfair Poker 2 as fast as possible.

We are now starting to drop issues that we believe are solved from our updates here. We decide this based on the number of instances we monitor in the back end, feedback to Helpdesk and through comments placed here on the forum. Please keep your feedback coming – it is very useful for us.


1.     “You are not authorised to view this web page” error message on upgrade form

We have made changes to our backend hardware which seems to have solved this issue. We have had no new errors reported to us on this since we made these changes, however we continue to monitor the situation closely. Please contact our Helpdesk, if you are still receiving this error message so we can investigate further.

2.     “Your account details cannot be saved” error message on upgrade form

We are due to release a fix later today which we believe will largely mitigate this error. We believe this will cover most instances of this error occurring. We will provide another update on this in due course.

3.     “Incorrect username / password” error message

Investigations show that the majority of these errors occur when users use their alias/password rather than username/password when trying to log in. However, we recognise that using incorrect details is not the only cause and are working on fixes for other causes.


4.    Mac client page errors

We found some JavaScript exceptions on the Mac download page which have been resolved earlier today. We still notice a minor JavaScript exception to the global pages on Betfair which is being investigated, but please note this has zero impact on any of the functionality of the poker web pages.

Hi all, a late update here from our Product and Technical teams.

We have released a fix to help solve the "your account details cannot be saved" error. We are hopeful that this fix will now solve the vast majority of cases when the error message is incorrectly shown.

Once again, our apologies to those customers who have not been able to access Betfair Poker 2. We continue to work on fixes for all other issues we have identified and monitor the success of those fixes previously applied. We will issue another update in the morning.

After further work carried out last night and this morning, please see our latest update below. We would like to point out that fixes are being released at a quicker pace now, so please retry if you have received errors listed before.

As stated previously, we are dropping issues we feel have now been solved through previous fixes. However, we still encourage players to get in contact with our Helpdesk if you are receiving errors. This helps us keep a log of them and build up an idea of their scale.

1.    “Your account details cannot be saved” error message on upgrade form

As previously mentioned, there are several causes to this error occurs. We have steadily been releasing fixes in the back end to close off as many of these as possible and now are seeing a much reduced number of instances of this.
We have noted that some of these errors occur when we do not have full details for customers (for example, customer address lines). For those customers still receiving this error, they should call our Helpdesk to fill these details in and then retry accessing Betfair Poker 2. We cannot guarantee that this will fix this issue, but it is one of the central reasons behind this error occurring.

2.     “Incorrect username / password” error message

Please note that our last update on this still stands.


3.    Insufficient funds

A note to our players here. Some players have received this notice which also prevents them from buying in to poker tables. This is due to daily loss limits across all Betfair products also being applied to Poker. Players may see that their account is in credit, but if they have met this loss limit on other products (or on Poker), they will not be able to buy in to tables on Betfair Poker 2 and will receive this error message.

Please note that this feature is part of our commitment to offer safe play on our site. Please contact our Helpdesk or go onto My Account > My Profile on the Betfair.com website if you would like further information on your account loss limit or would like to review the limits currently set.

5.    T&C’s page error

We are aware of an issue for some customers who are unable to get past our Betfair Poker 2 T&C’s page. The symptom is that players who accept the T&C’s are then sent back to the same page, and are unable to progress through the upgrade and access Betfair Poker 2. We are investigating this and will have an update in due course.

Hi all. We have managed to bring instances of players not being able to upgrade to a few exceptions now. Please see our latest update below.



1.            “Your account details cannot be saved” error message on upgrade form

We have released fixes throughout yesterday that have largely solved this. We still notice some exceptions to this with customers based in Serbia and Montenegro and are working on a fix for these players.

2.             “Incorrect username / password” error message

We have recorded a large number of these errors being spawned when customers have special characters in their password (for example & and % signs). We are working on a fix for this, however would urge customers who do receive this error message and do have special characters in their password to update their password in the My Account > My Profile section of the Betfair website.


3.            Insufficient funds

Please note that our previous update still stands.

To reply to forum feedback on this feature, we are looking into ways that we can better manage limits across Sports & Poker at Betfair. However, to set expectation, we do not think this will be part of a short-term solution.

5.        T&C’s page error

We believe this error to be resolved and have received no new feedback of players receiving this. Please let us know if you still experience this error via our Helpdesk.

An update here from our Product and Technical teams.



T&C’s page error

Although we have fixed the majority of causes for this error, we know there are many of you still experiencing this issue. We are now working on a further fix and urge you to check back here for further updates.

“Incorrect username / password” error message

We understand that a number of customers have been faced with difficulties logging in today. We currently have issue with our login services which affects certain IP addresses/ranges. This is being resolved, and a fix should be live shortly. In addition please see previous updates regarding special characters, as removing special characters such as ‘&’ or ‘%’ from your password may help you to login.

Here is the latest update from our Product and Technical teams on our upgrade to Betfair Poker 2.



1. “Incorrect username / password” error message

Following a rise in occurrences faced by customers over the weekend, we released a patch yesterday morning which reduced instances of this error below previous levels. We continue to find a solution for all causes for this issue, and hope to have a final solution for it early this week.



As a reminder, please note our previous update on one of the main causes for this:



We have recorded a large number of these errors being spawned when customers have special characters in their password (for example & and % signs). We are working on a fix for this, however would urge customers who do receive this error message and do have special characters in their password to update their password in the My Account > My Profile section of the Betfair website.

2. T&C’s page error

We know that this is still affecting a small number of users and we are in the process of releasing a new fix for this issue.

3. “Your account details cannot be saved” error message on upgrade form

We have fixed the vast majority of causes for this issue, and believe this error to now be fixed except for users from specific regions. If you are not from these regions, and still receive this error message when trying to upgrade, please get in contact with us.



We know that players from Serbia and Montenegro continue to receive this error message. We are working on a fix for customers from these regions.

4. Insufficient funds

Our previous update on this still stands.

Latest update here from our Product and Technical teams on our upgrade to Betfair Poker 2.

1. “Incorrect username / password” error message

We will release a fix for this issue on Thursday which will solve the issue of customers unable to migrate because of special characters being used in their password (for example & and % signs). We believe this will solve most, if not all, instances of this error message occurring.

Please note that players who experience this problem may be able to solve it themselves by following the instructions below:
Customers who have received the “incorrect username / password “ error message and have special characters in their password can update their password in the My Account > My Profile section of the Betfair website. This should help them upgrade to Betfair Poker 2.

2. T&C’s page error

Previous fixes have reduced this error to all but a few exceptions. Please continue to get in touch with us if you still receive this error so we can investigate further.


3. “Your account details cannot be saved” error message on upgrade form

Players from Serbia and Montenegro should now be able to access Betfair Poker 2 after a fix was released yesterday. Following this fix, we believe this issue is now resolved. Please get in touch if you still receive this error message.


4. Insufficient funds

Our previous update on this still stands.


5. Player notes

We are aware of some users that are not able to retrieve player notes for non-Betfair players on Betfair Poker 2. Please be aware that player notes on Betfair Poker 2 are saved server-side (on our computers) rather than client-side (on your computers). This means that you can access them from any computer once you log in - and it also means that we are saving all notes that are added, even if they do not appear in certain exceptional cases.


6. “You are not authorized to view this page” error message

We are aware of some customers receiving this error message when they try to upgrade to Betfair Poker 2. We are continuing to investigate this issue and urge customers to get in touch if they face this error message.

We have found a couple of resolutions for clients that are failing to login to our poker software.


Issue 1: Clients seeing an “you are not authorised to view this page” message

Solution:  Please ensure cookies are enabled



·         On Windows load Internet Explorer and click on the tools menu and click on internet settings then navigate to privacy settings tab and set to medium.

·         For MAC users load Safari and click on the tools icon, preferences option and navigate to the security tab.



(Please note you will only need to do this the first time you login to the Betfair Poker client)



This above message is the message we are building into our poker client but we will not be able to release this update till next week.



Issue2:  Clients getting invalid username/ passwords

Solution: Client should log into Betfair.com and read or action any pending messages.

Reason: We have identified that at least some users which are having problems with “invalid user name / password” have pending Login Message Board (LIMB) messages on Betfair.com. We will be working on a way to avoid this in a future update.



The above may not fix all issues but will definitely help a large number of our customers. So would still advise customers to call helpdesk if the above does not work.