Troubleshooting

"I can't access the UI"

• Confirm with your contact person that user accounts have been properly set up for your email.

• Verify you're using the correct credentials and access URL.

"I have logged in, but there isn't any data on the dashboard"

It's possible that happens due to more reasons, some most likely ones:

• Incorrect parameters stuck in local storage (cache).

  • Resolution: Try clearing your local storage or checking if data is appearing in incognito mode.

• Your user account doesn't have permissions to view the data for the requested bookmaker.

  • Resolution: Contact the person who helped you set up the account to review permissions.

"There seem to be missing risk scores for some players"

• Remember that risk scores are only updated for players who had betting activity the previous day.

• Risk scores are updated daily by 4 AM UTC - requests before this time may return previous day's data.

• In case you still feel like there is a risk score update missing, please send a message to the support channel in Slack and we'll review it.

"How do I contact support?"

• You can try asking the Bettor Sense chatbot as it's able to provide help on a variety of topics.

• If your questions still aren't answered, try contacting the Regulatory Services team at Sportradar by sending a message to the Slack channel or directly to your contact person.