Prices aren't updating

Symptoms

The price ladder shows prices that appear frozen — the numbers do not change even when the race is still 10 or more minutes from the off and you would expect some movement. Alternatively, the ladder updates very slowly compared to what you see in Betfair's own interface.

Step 1: Check your internet connection

Open another tab and load a live-updating website. If other pages load normally, your internet connection is fine. If connectivity is degraded, the data feed to HRT will be affected — the ladder relies on a persistent WebSocket connection that is sensitive to network interruptions.

If your connection is unstable, refreshing the page will re-establish the WebSocket. On mobile, switching between Wi-Fi and mobile data (or vice versa) can also help restore a dropped connection.

Step 2: Check the market status

Look at the market status indicator in the Race Navigator. If the status shows SUSPENDED, prices will not update until the suspension is lifted — this is expected behaviour. Suspensions are typically brief (a few seconds at the off, or around an incident during the race) but can occasionally last longer.

If the status shows CLOSED, the market has settled and is no longer updating. This is normal for a race that has finished.

Step 3: The stale data lockout

HRT has a stale data lockout that prevents order placement when prices are older than a threshold (default: 3 seconds). If this lockout is active, you will see a notice in the terminal. The lockout does not prevent you from viewing prices — it only blocks order submission.

If the lockout is triggering repeatedly, it may indicate that the data feed is intermittently dropping. Try refreshing the page.

Step 4: Refresh the page

A full page refresh re-establishes the data feed connection and reinitialises the WebSocket. This resolves the majority of stale-data issues. Before refreshing, note any open orders — they will not be cancelled by a page refresh (they remain active on Betfair's exchange), but you will need to reload the race to see them in the interface.

After refreshing, select your race in the Navigator and check whether prices are now updating. A functioning ladder will show small number changes in the BACK and LAY columns every few seconds on an active market.

Step 5: Check HRT's status page

If the problem persists after a refresh and your internet is working normally, check the HRT status page (linked in the footer) for any known outages or data feed issues affecting the platform. Incidents affecting live data feeds are posted there promptly.

Persistent issues

If prices are consistently stale across multiple sessions and races, and no platform-wide incident is posted, contact support with:

• The races and times you experienced the issue
• Your browser name and version
• Whether you are on Wi-Fi or mobile data
• Any error messages shown in the terminal