FAQ
- 1.1.Before you start
I haven’t received my deposit
Before you start
If your money has already left your payment account and your provider is having problems, don't worry — it's safe, and it will be credited as soon as the service is back.
If you haven't paid yet, open the Deposit page — if your method is temporarily unavailable we will show it there. Wait a little and try again after some time.
I sent money but it hasn't appeared in my balance
Deposits normally arrive within seconds. Let's try a couple of quick things first — wait about 30 seconds, then refresh the page. If it's still not showing, work through the steps below.
Have a look at your statement. Go to My Account > Statement — the full record of everything on your account, time-stamped. If your deposit is listed, good news: the money has arrived and you can bet with it right now. Can't see it? On to step 2.
Check whether the money actually left your payment account. Look at your balance with your provider directly rather than relying on your SMS inbox — those confirmation messages can run late. If the money is still sitting there, the payment simply didn't go through and nothing has been taken from you. Give it another go.
Double-check the number you paid from. Your deposit needs to come from the account registered to your betPawa number. Paid from a different one? It won't arrive by itself — but that's fixable, so just get in touch with us with the transaction ID, the amount, the number you sent from and your registered betPawa number and we'll take care of it.
Still missing? If it's been more than 3 minutes since you paid, refresh once more. If it's still not showing, don't worry — get in touch and our team will track it down with you. We're here 24/7. CONTACT US
Just have these three details handy before you message us. It's the first thing we'll ask for, and with them we can start tracing right away:
The transaction ID from your payment provider's confirmation SMS
The exact amount
The date and time you sent it
I deposited from the wrong number
Deposits are matched to the number registered on your betPawa account, so money sent from a different number won't land in your balance on its own. Don't worry — our team can trace it and get it to the right place.
Contact us with the transaction ID, the amount, the number you sent from and your registered betPawa number. CONTACT US
To avoid this, always deposit from your registered number for this account.
My deposit failed — insufficient funds
Your balance with your payment provider needs to cover the deposit and any transaction fee they charge. If it only stretches to the deposit itself, the payment will be declined. Top up, or try a slightly smaller amount. Nothing leaves your account when a deposit gets declined this way, so you're not out of pocket.
I can’t log in
I've forgotten my password
Happens to everyone — you can set a new one yourself in about a minute.
On the Login page, tap Forgot Password?
Enter your mobile number without the country code — so 123456789, not +256123456789
Choose how you'd like the verification code sent: SMS, Call, WhatsApp, or Telegram
Tap Get Verification Code, then enter the code when it arrives
Choose a new 4-digit password and confirm it — and you're back in
Pick something you'll actually remember, but steer clear of the obvious ones like 1234 or your year of birth.
I didn't get my verification code
This is the one we hear about most. Here's what to try, starting with the quickest.
Try a different delivery method — this is the fastest fix. On the reset page, instead of SMS choose Call, WhatsApp, or Telegram. Call reads the code out to you, WhatsApp and Telegram send it straight to the app. Neither depends on text messages arriving, so if SMS isn't reaching you, these will.
Or check whether DND is blocking our texts. Do-Not-Disturb (DND) service stops texting you, and it may be switched on without you knowing it.
MTN and Airtel: Dial *196# on your mobile phone to access opt-out menus and manage content services.
To unblock messages, select Allow all.
Also worth a quick look: are you in signal, and is there room in your inbox? A full inbox catches more people than you'd think. Also, check that your VPN is turned off, as it can stop our messages from reaching you.
Give it 3 minutes before asking for another code. Tapping resend again and again feels like the right move, but it can actually slow things down. If you've already tried a few times, leave it a little longer before your next go.
Changed SIM, or lost the number you registered with? That one we'll sort out together — get in touch and we'll take it from there. CONTACT US
The code you sent me won't work as my password
These are two different numbers, and mixing them up is the most common login problem we see — so you're in good company.
The verification code is a one-time code we send you. It only proves the number is yours, and it stops working once it's been used.
Your password is the 4-digit number you chose yourself. That's the one you enter every time you log in.
If you typed the verification code into the login screen and it was rejected, that's why. Reset your password instead, and choose one you'll remember.
I'm on the right page but it still won't let me in
Two things worth ruling out:
Are you on Login, not Join Now? Join Now creates a brand-new account. If you already have one, Login is the page you want.
Is the number exactly right? Use the number registered with betPawa, without the country code — so 123456789, not +256123456789.
Still stuck? Get in touch and we'll get you back in. We're here 24/7. CONTACT US
I closed my account, or took a break — why can't I get in?
That's working as it should.
If you set yourself a break, your account stays closed for the period you chose. It can't be opened early — not by you, and not by us if you ask. That's the whole point of it. It opens again by itself once the period ends, and if it has ended and you still can't get in, get in touch and we'll sort it out. CONTACT US
If you asked us to close your account permanently, it stays closed. There's no waiting period on that one.
If betting has stopped feeling like something you enjoy, support is available on our Responsible Gambling page.
I know my password but I'd like to change it
Easy one. Make sure you are logged in and head to the Change Password page, enter your current password, then choose and confirm a new 4-digit one. That's it — the new password works from your very next login.
I think someone else has been using my account
Tell us straight away. The sooner we know, the more we can do.
If you can still log in, access your account and change your password first on the Change Password page
Have a look at My Account > Statement for anything you don't recognise
Get in touch with our team right away and tell us what you've spotted CONTACT US
Can't log in at all? Skip straight to step 3 and we'll secure the account for you.
One last thing, and it matters: never share your password or a verification code with anyone — including anyone who says they're from betPawa. We will never ask you for them. And we'll never send you a link asking you to reset or verify your password. If a message like that arrives, it isn't from us.
How was my bet settled?
How is my bet settled?
Your bet is settled on the official result of the event, and on the rules of the particular market you backed — 1X2, Over/Under, Correct Score and so on. Each market has its own settlement rule, and they aren't all decided the same way, which is where most surprises come from.
For football, the big one to know: most markets are settled on regular time only — the 90 minutes plus stoppage time. Extra time and penalties don't count unless the market says so explicitly. So a match your team won in extra time can still settle as a loss on a Full Time market. (There are a couple of markets that pay out early — more on those below.)
Every market we offer has its rule written out with a worked example on our Rules page.
Where do I find my old betslips?
They're all under My Account > My Bets, straight from the main page.
Open is anything still running, Settled is everything that's finished. Tap into a settled betslip and you'll see the lot — your stake, the odds you took, and how each selection in it turned out.
Can a bet be settled before the match ends?
Yes — some can, and it's a good feeling when it happens.
2UP pays out in full the moment your team goes two goals ahead — 2-0, 3-1, 4-2, whichever way it lands. Once that's triggered, the win is yours even if the other side comes back and wins the match.
1UP does the same thing on a single goal. The moment your team goes one in front, your bet is settled as a win and paid out in full — even if the match turns around afterwards.
Look for the icon on eligible matches — the list of competitions changes, so the icon is what to trust. Full details for both are on our 2UP and 1UP pages.
My bet hasn't been settled yet
Hang tight — this is usually just us being careful.
Before we settle anything, we confirm the result against two independent sources. It's a bit slower, but it's the reason bets don't get settled on a wrong score. Most results come through within a few minutes of the final whistle. Lower-division football and smaller tennis events can take longer, simply because the official results take longer to publish.
Give it 10 minutes after the final whistle before getting in touch. If your bet is still open after that, message us with your betslip ID and we'll chase it up. CONTACT US
The score you're showing isn't the one I saw
The live score on screen is only a guide, and it can run behind the game — some "live" broadcasts are delayed too.
We settle on the official result, not the live screen. VAR decisions made during the match count. Decisions made days later, by a disciplinary or legal body, don't change a bet that's already settled.
If you think a bet was settled against the official result, send us the betslip ID and we'll take a proper look. CONTACT US
My bet was settled, then it changed
It's unsettling to see a result move after the fact. It's also very rare — but here's why it happens when it does.
Occasionally a result comes through from the source with an error in it, or a match is resumed and replayed in a way that changes the outcome. When that happens we correct the settlement so it matches the official result — which can turn a win into a loss, or a loss into a win.
The same applies to Cashout. If you cashed out at an amount that was wrong because of a pricing error, we'll put it right and settle at the correct figure.
If a resettlement doesn't look right to you, send us the betslip ID and we'll go through it with you.
My casino game round hasn't finished
Casino rounds are run by the game provider, and now and then one gets stuck mid-round — usually a connection drop rather than anything wrong with your bet.
Reopen the game first — most rounds finish and settle on their own. You can also check what happened in the game's own round history.
If it's still hanging after 10 minutes, get in touch. Have the game name and round ID or roughly what time you played handy, as that's what we'll need to look it up. CONTACT US
How do I register?
How do I open a betPawa account?
Takes about a minute.
Tap Join Now to open the sign-up form
Enter your phone number and choose a 4-digit password
Fill in your name and the other details we ask for
Read and accept the Terms & Conditions, then tap Join Now to finish
That password is what you'll log in with from now on, so pick something you'll actually remember — just steer clear of the obvious ones like 1234 or your year of birth.
You'll need to be 25 or over to open an account. JOIN NOW
Which number should I register with?
Use the number you'll be paying with. Deposits and withdrawals have to come from the payment account tied to your registered number, so keeping them the same saves you trouble later.
Our Deposit page shows every payment provider you can use.
The form won't accept my number
Check the format first — no spaces, and no country code, so 123456789 rather than +256123456789. It also needs to be an active number on your network.
Still no luck? Get in touch and we'll get you signed up. CONTACT US
It says my number is already registered
Usually one of two things:
You've already got an account. Tap Login — or use Forgot Password? if the password has slipped your mind.
Someone else in your household signed up with this number.
If neither of those sounds right, get in touch and we'll take a look. CONTACT US
I haven’t received my withdrawal
How do I check whether my withdrawal went through?
Everything lands in My Account > Statement — deposits, withdrawals, bets and winnings, each with a time stamp.
Look for a Withdrawal entry showing the amount in red and the time you made it. If it's there, the money has left your balance and gone to your payment provider. The entry also shows the balance you were left with.
No withdrawal entry? Then the request never went through, and your balance is untouched.
Tap the entry to open it up and you'll find the Transaction ID, with a COPY button beside it. That's the thing to send us if you need help.
I haven't received my withdrawal
First things first: your money isn't lost. A withdrawal is either on its way to you or it comes back to your betPawa balance — there's nowhere in between for it to go.
Most withdrawals land within 60 seconds. If yours hasn't yet:
Check your account statement first. If the withdrawal is listed, it has left us and is with your payment provider — delivery can lag by a few minutes when things are busy.
Check your balance with your provider directly. Don't rely on your SMS inbox — those confirmation messages sometimes arrive late, even when the money is already there.
Your provider may be having problems. When that happens, withdrawals queue up and go out automatically once the service is back. Yours is already in that queue, so there's nothing you need to do.
Still waiting? If it's been more than 5 minutes, get in touch and we'll chase it up. CONTACT US
Before you message us, open the withdrawal in your statement and tap COPY next to the Transaction ID. Send us that and we can find it straight away.
Why is there a withdrawal fee?
Due to high payment processing costs, a small withdrawal fee applies. You’ll see the fee for your payment method on the Withdraw page before you confirm. Deposits are free of betPawa fees.
Can I withdraw to a different number?
No — your winnings go back to the same account your money came from, and that can't be changed.
We know that's not what you want to hear if you've switched numbers. It's the rule that keeps your account yours: if withdrawals could be redirected elsewhere, so could someone else's.
Placing a bet, betting rules and Cashout
How do I place a bet?
Pick a sport, then the match you want
Tap the odds for the outcome you fancy — it drops straight into your betslip
Add more selections if you want a multibet, or leave it at one for a single
Open your betslip, type in your stake, and place the bet
Check out our Bet placement guidelines on our
Can you give me some tips?
We won't, and it's not because we're being unhelpful — nobody at betPawa knows how a match will go, and we'd rather not pretend otherwise. Anyone promising you guaranteed winners isn't being straight with you, and that includes people claiming to be from betPawa.
What we can do is give you the facts. Open any match and you'll find the stats and recent form, so you can weigh it up yourself.
And the boring but important bit: only stake what you'd be comfortable losing. Betting is entertainment, not income.
What do the different bet types mean?
1X2, Over/Under, Double Chance, Both Teams to Score, Handicap, Correct Score, goalscorers — each one has its own rule, and each is written out with a worked example on our Rules page, so you can see exactly how it's decided.
What's the smallest bet I can place?
UGX 1. That’s all you need for a single or a multibet.
Why can't I cash out?
Cashout comes and goes while a match is on.
If it vanishes for a minute or two, the odds are being recalculated — that happens after a goal, a red card or a VAR check. Give it a moment and look again; it comes back on its own.
If it's gone for the whole match, it's because we don't trade that game in-play. You can spot those before you bet — they carry the No In-Play Cashout indication. One selection like that blocks Cashout on the whole betslip, so it's worth a look at the icon before you add it.
Once a bet has been settled, Cashout is gone for good — there's nothing left to cash out.
One thing worth knowing: the amount offered moves with the live odds, so it's only good at the moment you accept it.
How do I cash out?
Open the bet under My Account > My Bets on the main page. If Cashout is available tap Request and you'll see the amount offered — tap Accept to take it, and the money goes into your balance straight away.
