Troubleshooting Guide
If you are having trouble placing bets on Canbet.com, please look at the following FAQ, click through, and work through the solutions.

If these FAQ's have not helped and/or you are still having trouble with anything, please click here to send an email to the Canbet Customer Support team. They are ready and happy to help you. For alternative contact methods see the Contact Us section on Canbet.com.
Frequently Asked Questions
  1. What internet browsers are supported?
  2. Is my personal account information secure?
  3. Why I can't see the edge the of page?
  4. I don't want to upgrade my browser - what impact will that have?
  5. My bets keep disappearing when I go to the bet slip. The message I receive is "Your Bet Slip is Empty". What is wrong?
  6. I have cookies turned off, can I place bets on Canbet.com?
  7. I think my cookies are turned on, how can I check?
  8. I have cookies turned on, but I am still not able to place bets. The bet confirmation page is returning "Your Bet Slip is Empty"
  9. I am running a personal firewall, will this affect my Canbet experience?
  10. Do I need to enable JavaScript?
  11. What version of Java do I need?
  12. Does Canbet support Web TV?
  13. Does Canbet support AOL?
  14. I was a customer on the old website, how can I access my old account history?
Supported Browsers
Canbet.com supports the following browsers:
Browser Versions Supported?
Internet Explorer Internet Explorer 6.x / 7.x / 8.x Yes (Please see the JavaScript section)
Firefox Firefox 1.x / 2.x / 3.x Yes
Safari Safari 1.x / 2.x / 3.x / 4.x Mac only
Netscape Netscape 7.0 / 8.0 Yes
AOL AOL 9.0 Limited Support. (Please see the AOL section)
Web TV Not currently supported
Personal Information Security
Canbet takes all reasonable steps to ensure that your personal information is stored securely. Transmissions sent to or from our website/s are routinely monitored for quality control and systems administration. Canbet cannot guarantee the total security of any data transmission over the Internet, however, we strive to protect your personal information to the maximum extent possible. A variety of physical and electronic methods are used, including but not limited to, restricting access to offices, databases and firewalls to keep personal information secure from misuse, loss or unauthorized use. Amongst the most important information Canbet collects, is credit card information. Canbet operates secure servers, using high-level encryption, to minimize the risk of unauthorized use of this type of information.


Unsupported Browsers
If your browser is an earlier versions than that listed above, we recommend that you upgrade to the latest version of your browser for maximum compatibility.

If you choose not to upgrade your browser, or to use an unsupported browser, we regret that you will not be able to view the Canbet site properly. You may not be able to place bets and enjoy Canbet's services. Your browser version MUST be able to support cookies and JavaScript.
Recommended Screen Resolution
Your screen is made up of small colour dots called pixels. The screen resolution is based on the number of pixels the shown on the screen horizontally and vertically.

If you cannot view the entire page without scrolling horizontally, it means your screen resolution is too low. The recommended screen resolution to use Canbet is 800 by 600 pixels (that is 800 wide by 600 height) or higher.

To change your screen resolution use the following steps:

Windows:
  1. Right click on an empty area of your deskop, and choose Properties; OR open up the Control Panel and double-click the Display icon
  2. Select the Settings tab
  3. Slide the Screen Resolution slider to a setting where it reads "800 by 600 pixels" or any other setting where the numbers are greater.
  4. Click the Apply button. The screen will go black while Windows resizes your screen, then presesnts you with a message like "Your desktop has been reconfigured, do you want to keep these settings?" If you are happy with how your screen is displaying, click Yes
  5. Press OK.
Mac (OS X and above):
  1. From the Apple menu select System Preferences.
  2. Select Displays
  3. Select from the resolution list a resolution of "800 x 600" or any other setting where the numbers are greater. Your screen may flicker or turn blue as the screen is resized.
  4. If you are happy with the display, close the window to accept the changes.
Mac (pre OS X):
  1. From the Apple menu select Control Panels.
  2. Select Monitors on the side menu
  3. Select from the resolution list a resolution of " 800 x 600" or any other setting where the numbers are greater. Your screen may flicker or turn blue as the screen is resized.
  4. Click to accept the changes.
The Empty Bet-slip Problem
When a person makes a bet selection on the Canbet website, the information is stored in a cookie. Without cookies enabled for the sites, users are unable to successfully complete their bets. The main reported symptom of having no cookies turned on is the "Your Bet Slip is empty" message when the user attempts to open the bet slip page.

The following actions have been known to alleviate the "Empty Betslip" problem. These should be individually actioned, and the bet-slip should be retested (after restarting your browser).

If all of these fail, or if you are not sure how to check your settings, please call Canbet and our Client Services team will be happy to help.

For some users, the empty-bet slip problem has been identified as a manifestation of a bug in some versions/configurations of Internet Explorer. Once all the other above steps have been actioned, the last resort is to switch to another supported browser (for example: Firefox or Netscape). See the Supported Browser list, above.
Clearing Cookies and Temporary Internet Files
To clear existing cookies and temparary internet files, please use the following steps for your browser:

Internet Explorer:
  1. Open up the Internet Options popup from the Tools menu.
  2. Select the General tab (at the top of the window)
  3. Press Delete Cookies... button, and click OK on the resulting "Delete Cookies" popup.
  4. Press the Delete Files... button, check Delete all offline content and click OK on the resulting Delete Files popup.
  5. Press OK on the "Internet Options" window.
  6. Shut down the IE window & retest.

Mozilla Firefox:

  1. Open up the Options popup from the Tools menu.
  2. Choose the Privacy icon in the menu on the left.
  3. Expand the Cookies section (by clicking title or the [+])
  4. Click the Clear button.
  5. Expand the Cache section (by clicking title or the [+])
  6. Click the Clear button.
  7. Press OK on the "Options" popup.
  8. Shut down the Firefox window & restest.
Enabling Cookies
Cookies are required for the correct operation of Canbet.com. If you choose not to allow Canbet to set and read cookies, you will not be able to enjoy Canbet's services.

To ensure cookies are activated, please use the following steps for your browser:

Windows IE 6.x / 7.x Browser
  1. Select Internet Options from the Tools Menu.
  2. Select the Privacy tab.
  3. Check the settings. The slider is usually on “Medium” unless the user has specifically altered it. Medium and lower is good.
  4. If the security is above medium, move the slider to medium. If you do not wish to alter this setting (or if this has not helped), continue on, otherwise go to step 14.
  5. Click the Sites… button.
  6. If the website does not appear in the “Managed Web Sites” list, add the site address ("www.canbet.com") to the Address of Web Site text field.
  7. Press Allow.
  8. Check the “Managed Websites” list and ensure that the setting for the site is “Always Allow”, not “Always Block”.
  9. Press OK on the "Per Site Privacy Actions" window.
  10. Select Advanced
  11. Ensure the Override automatic cookie handling checkbox is NOT ticked.
  12. Press OK on the "Advanced Privacy Settings" window.
  13. Press OK on the "Internet Options" window.
  14. Shut down the IE window and Retest
Mozilla Firefox 1.x Browser
  1. Open up the Options popup from the Tools menu.
  2. Choose the Privacy icon in the menu on the left.
  3. Expand the Cookies section (by clicking title or the [+])
  4. Check that the “Allow Sites to Set Cookies” is ticked. If it is not – and the customer wants it to remain that way, see step 8.
  5. Click the “Exceptions” button. The following popup appears.
  6. Ensure that the Canbet webite is NOT in the Exceptions list.
  7. Click OK on the exceptions popup. See step 12.
  8. If the “Allow sites to set cookies” is not checked and the customer does not wish to check it, click on the Exceptions button:
  9. Type in the website in the Address of website field
  10. Press Allow.
  11. Press OK.
  12. Press OK on the Options popup.
  13. Close the Firefox window & Retest.
Windows IE 5.x Browser (not supported by Canbet, advice only)
  1. Pick Internet Options from the Tools menu on the menu bar
  2. Click the Security tab
  3. Select Custom Level
  4. Under "Allow Cookies that are stored on your computer" click Enable
  5. Under "Allow per-session cookies (not stored)" click Enable
  6. Select OK, to save the settings
Internet Explorer 5.x (Mac OS X)
  1. Click Edit
  2. Select Preferences
  3. Under the Receiving Files option, select Cookies
  4. Under "When receiving cookies:" select the desired level of cookie acceptance
  5. Click OK to finish
  6. Shut down the IE window and retest
Safari users (Mac OS X)
  1. Select Preferences from the Safari menu.
  2. The Preferences Internet Options dialog opens.
  3. Select the Security tab.
  4. Under the Accept Cookies section, select one of two radio buttons. Either select the Always radio button or the Only from sites you navigate to radio button.
  5. Close the Preferences dialog box.
  6. Close the Safari window & Retest.
Netscape 6.x/7.x
  1. Click Edit on the Toolbar.
  2. Click Preferences
  3. Click the Privacy and Security category; expand the list to show the subcategories.
  4. Click Cookies
  5. Three options are displayed. Click "Enable all cookies"
  6. If you want to be notified when a web site tries to set a cookie, select "Warn me before accepting a cookie."
  7. Click OK to finish
  8. Shut down the Netscape window and retest
AOL 7.0 (with IE 6) & 8.0
  1. From the AOL Toolbar, select Settings.
  2. Select Preferences
  3. Select Internet Properties (WWW)
  4. Select the Privacy tab
  5. Select Advanced
  6. Deselect "override automatic cookie handling" button
  7. Click OK to exit.
  8. Shut down the browser window and retest
AOL 7.0 (with IE 5.5) and AOL 6.0 (not supported by Canbet, advice only)
  1. From the AOL Toolbar, select Settings.
  2. Select Preferences
  3. Select Internet Properties (WWW)
  4. Select the Security tab
  5. Select the Custom Level tab
  6. Under "Allow Cookies that are stored on your computer" click Enable
  7. Under "Allow per-session cookies (not stored)" click Enable
  8. Select OK, to save the settings
  9. Shut down the browser window and retest
Check if your Cookies are working
Cookies are required for the correct operation of Canbet.com. If you are experiencing problems with placing a bet, you may not have cookies enabled.

If you have turned your cookies on (see the Cookies section above) and you wish to confirm whether the cookies are being placed, follow these steps:

Method One - Check the Cookie file

Windows with Internet Explorer
  1. Open up the Canbet site
  2. Select any sport (eg Soccer), and choose a competition (eg World Cup)
  3. Make any selection by ticking a checkbox next to a price (do not click the price). Do not click the "Bet Now" button; stay on this page.
  4. Open up your Cookies folder
    • Open a windows explorer window by choosing "My Computer from the desktop or the Start menu
    • Navigate to your main drive (usually C: drive)
    • Click on the "Documents and Settings" folder
    • Click on the folder with your user name
    • Click on the "Cookies" folder
    • Sort your cookies list so that they are in chronological order (by clicking the "Date Modified" column header until there is an arrow icon pointing down showing)
    • The top file should be the Canbet cookie. Something like "yourname@www.canbet.com.txt"
  5. If you cannot see the Canbet cookie file, your Cookies are not being set. (Go to step 8)
  6. If you can see it, open the Canbet Cookie by double-clicking on it.
  7. The text inside the cookie will not make much sense in its entirety, but you should be able to see some text relating to the bet you selected.
  8. Close the file and the Windows Explorer window.
Windows with Firefox 1.1
  1. Open up the Canbet site.
  2. Select any sport (eg Soccer), and choose a competition (eg World Cup)
  3. Make any selection by ticking a checkbox next to a price (do not click the price). Do not click the "Bet Now" button; stay on this page.
  4. Open up the Options window from the Tools menu.
  5. Choose the Privacy icon in the menu on the left.
  6. Expand the Cookies section (by clicking title or the [+])
  7. Click on the View Cookies button
  8. Look down the list for cookies for the Canbet site.
  9. If there are no entries there, your cookies are not being set. (Go to step 12)
  10. Click on the CanBet Basket cookie.
  11. Look at the content and see the cookie text. The text inside the cookie will not make much sense in its entirety, but you should be able to see some text relating to the bet you selected.
  12. Click Cancel on the "Stored Cookies" dialog.
  13. Click Cancel on the "Options" dialog.
Method Two - Check the Cookie writing on our help page.
  1. Click Here to navigate to our diagnostic help page.
  2. Scan down the page to the Cookie test section
  3. If it says (in a text entry area) "Cookie writing successful", your cookies are working.
  4. If it says (in a text entry area) "Cookie not written", your cookies are NOT working.
Personal Firewalls / Security Applications
To protect your PC it is common for users to have personal Firewalls and other security applications. These applications can block websites and cookies depending upon the settings. Some of Canbet's customers are unable to place bets because their security application(s) are blocking Canbet from setting and reading cookies.

The best way to check whether your Firewall is affecting Canbet's functionality is to temporarily disable the application and see if the problem is rectified. (We do not recommend you leave the application turned off, however!)

If you believe this may be the problem, please refer to the documentation for your firewall and check the settings relating to restricted sites and restricting cookies.

Trusted Sites Some Firewall and Security applications look at the "Trusted Sites" list of your browser to determine whether to allow content and cookies from that site. If you need to add Canbet.com to the "Trusted Sites" list in your browser, please do the following steps:

Internet Explorer 8.x
  1. Select the Tools menu on your browser, and select Internet Options.
  2. On the Internet Options screen, select the Security tab.
  3. Move the slider button down to Medium - High.
  4. Click OK to close the Internet Options dialogue.
  5. Refresh the webpage by click the Refresh button in the address bar. Alternatively you can close the IE window, and retest.
Internet Explorer 6.x / 7.x
  1. Open up the Internet Options popup from the Tools menu.
  2. Select the Security tab
  3. Click on the Trusted Sites icon.
  4. Click on the "Sites…" button.
  5. Ensure the “Require Server Verification (https:/) for all sites in this zone” in Unchecked.
  6. Type in the site address in the Add this Web site to the zone.
  7. Press Add
  8. Press OK on the "Trusted Sites" window.
  9. Press OK on the "Internet Options" window.
  10. Shut down the IE window and Retest.
JavaScript
Canbet.com extensively uses JavaScript (a programming language that is used in web pages, adding features to make pages more interactive).

If your browser does not support JavaScript, Canbet will not function correctly.

If JavaScript has been deactivated you will need to reactivate it in the following ways:

Internet Explorer 6.x / 7.x/ 8.x
  1. Open the Internet Options window from the Tools menu.
  2. Select the Security tab
  3. Click the Custom Level... button.
  4. Scroll down to the Scripting section of the "Security Settings" dialog.
  5. Select the Enable radio button under Active Scripting.
  6. Click OK to close the Security Settings dialog.
  7. Shut down the IE window and retest.
Mozilla Firefox 1.x
  1. Select Options from the Tools menu.
  2. Select the Web Features icon.
  3. Tick the checkboxes for Enable JavaScript
  4. Click OK.
  5. Shut down the Firefox window and retest.
Safari users (Mac OS X)
  1. Select Preferences from the Safari menu.
  2. Select the Security tab.
  3. Under the Web Content section, make sure that the checkbox for Enable JavaScript is ticked.
  4. Close the Preferences dialog box.
  5. Shut down the browser window and retest.
Java
Java is not the same as JavaScript. Java is a more complex platform-independent object-oriented programming language used for writing applets that are downloaded from the web by a client and run on the client's machine. Canbet does not use Java and so it does not matter what version of it you are running (if indeed you are running it).
WebTV
Canbet does not support Web TV browsers at this time. We apologise for any inconvenience. Please click here for a list of supported browsers
AOL
Canbet does not directly support AOL browsers at this time. Canbet recommends that AOL users use one of the supported browsers in conjunction with their AOL connection.

If you are experiencing display problems with your AOL browser, the following steps may be of assistance.

Clear the web cache and delete temporary files
  1. Start AOL from the AOL menu bar
  2. Select Keyword > Go to Keyword
  3. Type the keyword preferences
  4. Click Go; Dialog box: AOL Settings: Customize your AOL Experience
  5. Select Essentials tab > Internet (Web) Options - Set Web browser options and properties; Dialog box: Internet Options
  6. Select General tab
  7. Click Delete files; Dialog box: Delete Files: Delete all files in the Temporary Internet files
  8. Select Delete all offline content
  9. Click OK
  10. Click OK
Optimize your AOL browser settings:
  1. Start AOL from the AOL menu bar
  2. Select Keyword > Go to Keyword
  3. type the keyword preferences
  4. Click Go; Dialog box: AOL Settings: Customize your AOL Experience
  5. Select Essentials tab > Internet (Web) Options - Set Web browser options and properties; Dialog box: Internet Options
  6. Select Security tab; Dialog box: Select a web content zone to specify security settings
  7. Click Internet icon
  8. Click Default Level (which sets the browser to Medium)
  9. Select AOL Browser tab; Dialog box: Web Graphics: Do you want Web graphics to be compressed? This will display web pages quicker.
  10. Click Never compress graphics
  11. Click OK
  12. Close AOL
  13. Restart AOL
Old Account History
Some of Canbet's pre-existing customers from Canbet.co.uk would like to view their old account history. For a short time, our pre-existing Canbet.co.uk customers are able to view their account history by clicking here. New Canbet clients will not be able to access this page.