<div>
<div>
**NOTE
This feature is only available to users who have <a href="https://help.setel.com/article/13842581073165/how-do-i-verify-my-account-perform-e-kyc">verified their accounts</a> and from version 1.157 and above<a href="https://help.setel.com/article/13842581073165/how-do-i-verify-my-account-perform-e-kyc">.</a> Please update to the latest app version for a smoother experience.
 
If you meet the following criteria:
<h4 id="h_01J8M6FT4WZCJ8K4DJGCE19A6D">
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/30845172701325" alt="Error.svg" width="16" height="16"> You cannot access your old number.</h4>
<h4 id="h_01J8M6FG216SFZZ9YJTGAHQXWC">
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/30845172701325" alt="Error.svg" width="16" height="16"> You encountered an error when changing your mobile number.</h4>
<h4 id="h_01J8M6FG212PBTQNFQDCCHK9GM">
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/30845172701325" alt="Error.svg" width="16" height="16"> You cannot change your mobile number.</h4>
<h4 id="h_01J8PHYW753JBWDEE7VE4D96DX">Kindly request a mobile number change via our <a href="#01J8M3PEPF8HJYT07VFN6C478B">Change mobile number form</a>. Do note that this process is NOT automated and may take up to 3 business days to process.</h4>
 
<div class="toc" style="border: 1px solid #EAEEF4; border-radius: 12px; padding: 20px; margin-bottom: 20px; background-color: #ffffff;">
<h2 id="h_01J8H3E7EEC6GQCWGE785C4WTN" style="margin-top: 0;">Table of Contents</h2>
<hr style="border: none; border-top: 1px solid #EAEEF4; margin: 10px 0;">
<h4 id="h_01J8M660ZK3V0FWAHNTFGWVR2Q"><a href="#h_01J8HJ93MTJ2WH4FZ84J41K0HV">How do I change my mobile number?</a></h4>
<h4 id="h_01J8M6650EG3PDTE3X72G9N5ZC"><a href="#01J8M2BK7N2CJD0SWWF490RJ1R">What happens to my wallet and Mesra points when I change my number?</a></h4>
<h4 id="h_01J8M66KX43304KFPQDP536WTR"><a href="#h_01J5QKNYXB5Q2B82F4WZW5RAHQ">Can I see my old transactions after I change my number?</a></h4>
<h4 id="h_01J8M66QB2DJG8NM6Z4JQD0WDY"><a href="#01J8M3PEPF8HJYT07VFN6C478B">I can't access my old number, how do I change my mobile number?</a></h4>
</div>
<h2 id="h_01J8HJ93MTJ2WH4FZ84J41K0HV">
How do I change my mobile number?
</h2>
(1) Tap Profile.
(2) Tap Personal information.
(3) Tap Change.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/30845187656717" alt="Steps-0.png" width="230" height="453"><img src="https://setelappsupport.zendesk.com/hc/article_attachments/30845172703117" alt="Steps-7.png" width="230" height="453"><img src="https://setelappsupport.zendesk.com/hc/article_attachments/30845172703757" alt="Steps-1.png" width="223" height="454">
<hr>
 
(4) Enter your new mobile number and tap Next.
(5) Enter your National Registration Identity Card (NRIC/IC) and tap Submit.
(6) Tap Confirm.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/30845187659533" alt="Steps-5.png" width="226" height="460"><img src="https://setelappsupport.zendesk.com/hc/article_attachments/30845187659789" alt="Steps-6.png" width="226" height="460"><img src="https://setelappsupport.zendesk.com/hc/article_attachments/30845187660173" alt="Steps-2.png" width="227" height="462">
<hr>
 
(7) Enter your passcode and you will receive a one-time password(OTP) on your new mobile number.
(8) Enter the OTP.
(9) Once your change mobile number request is successful, you can log in with new mobile number.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/30845172705933" alt="Steps-5.png" width="230" height="452"><img src="https://setelappsupport.zendesk.com/hc/article_attachments/30845187660813" alt="Steps-3.png" width="226" height="460"><img src="https://setelappsupport.zendesk.com/hc/article_attachments/30845187661069" alt="Steps-4.png" width="226" height="460">
 
<h2 id="01J8M2BK7N2CJD0SWWF490RJ1R">What happens to my wallet balance and Mesra Rewards points when I change my number?</h2>
Your wallet balance and Mesra Rewards points will still be there. Your mobile number will be updated but you will still have the same account.
If there are any changes to your wallet balance or Mesra Rewards points, please contact our Customer Support via live chat or email at <a href="mailto:hello@setel.com">hello@setel.com</a> for further assistance.
 
<h2 id="h_01J5QKNYXB5Q2B82F4WZW5RAHQ">Can I see my old transactions after I change my number?</h2>
Yes, all transaction details will be transferred to the new number.
 
<h2 id="01J8M3PEPF8HJYT07VFN6C478B">I can't access my old number, how do I change my mobile number?</h2>
Please note that this process is NOT automated and may take up to 3 business days to process. If you are unable to submit the form, please try the following.
<ol>
<li>
Check for errors in the form Any incorrect field in the form will prevent it from being submitted.</li>
<li>
Check your internet connection A stable internet connection is needed to submit the form.</li>
<li>
Refresh the page There might be some errors with the page which can be fixed with a page reload.</li>
<li>
Clear your cache and cookies There might be something in your cache that is preventing the form from being submitted. Please retry after clearing your cache and cookies.</li>
<li>
Try a different browser Certain settings on your browser might be preventing the form from being submitted. Please try submitting with a different browser.</li>
</ol>
You can fill out the form below to request a mobile number change. Once the form is submitted, an agent will follow up with your request via email. If you have any further enquiries, you can ask them via that email.
 
Since Setel uses mobile numbers as login IDs for your Setel account, we will need to verify your request to change your mobile number for security purposes.
</div>
</div>

How do I change my mobile number?

The top-up status might be stuck at processing the payment due to issues or delays with the payment gateway or the bank server. If it is still stuck after a few minutes (the response might be delayed up to 30 minutes or more), try logging out and logging back in.
If your transaction has not been processed, you can try switching to a different payment method. You can check with your bank to see if the transaction has been made. If a deduction has been made, your top-up will reflect on your Setel Wallet later.
If the top-up does not appear in your Setel Wallet within 24 hours, please contact our customer service via live chat or e-mail to <a href="mailto:hello@setel.my">hello@setel.com</a> for further assistance.
 
Check out our articles below for more info about top-ups.
<ul>
<li><a href="#h_01J6CAD2DVQF1K0EQ41ZK2DPBY">Why did the top-up appear when it failed just now?</a></li>
<li><a href="#h_01J6CAGAXKVTQF4M46MADS9HTK">Why does it say pending/processing transaction?</a></li>
<li><a href="#h_01J6CAGD5GXDVV4A8ZG29NPAW7">How do I know if my transaction is processed?</a></li>
<li><a href="#h_01J6CAH7F4SW9WXHY1G3QEZ6XE">Why is my top-up refund not showing up?</a></li>
</ul>
<h2 id="h_01J6CAD2DVQF1K0EQ41ZK2DPBY">Why did the top-up appear when it failed just now?</h2>
The top-up was considered a failed transaction because it timed out from waiting for a response from the bank (the response might be delayed up to 30 minutes or more).
However, we will still wait for a response to see if the transaction was successful. If the transaction is successful, the top-up transaction will be reflected in your Setel Wallet and a push notification will be sent.
You can verify if a top-up transaction was successful by checking in with your bank. If a deduction has been made, your top-up will reflect on your Setel Wallet later.
If the top-up does not appear in your Setel Wallet within 24 hours, please contact our customer service via live chat or e-mail to <a href="mailto:hello@setel.my">hello@setel.com</a> for further assistance.
 
<h2 id="h_01J6CAGAXKVTQF4M46MADS9HTK">Why does it say pending/processing transaction?</h2>
A transaction (top-up or transfer) may be stuck in pending/processing because of a delayed response from the bank. The general flow of events is as follows.
<ol>
<li>Check to see if the transaction is being processed.</li>
<li>Wait for a response from the bank.</li>
<li>If the transaction timed out, check again with the bank later.</li>
<li>If the transaction was processed, reflect the changes to the wallet balance.</li>
</ol>
 
<h2 id="h_01J6CAGD5GXDVV4A8ZG29NPAW7">How do I know if my transaction is processed?</h2>
Here are some steps you can take to make sure your transaction was properly captured.
<ol id="docs-internal-guid-d6f9326f-7fff-2861-eeed-41aa2281d3d5">
<li>Check that you have sufficient bank/card balance for the transaction. We recommend topping up in advance (30 minutes to 1 hour) before purchasing. </li>
<li>If you are using online banking, make sure you <a href="https://help.setel.com/article/19661568770445/why-did-i-not-receive-my-one-time-password-otp">authorise the transaction</a>. This can be done either through the bank's authenticating app or via TAC. If the transaction is not authorised, it will expire and not be processed. <img src="https://setelappsupport.zendesk.com/hc/article_attachments/29713733325965"> </li>
<li>Make sure that you have not exceeded the Setel Wallet limit.</li>
<li>
Have a good internet connection and check that your bank is not down (for maintenance or other reasons). 
<ul id="docs-internal-guid-d6f9326f-7fff-2861-eeed-41aa2281d3d5">
<li>Some of our bank partners undergo daily maintenance from 12 AM to 1 AM so you may experience temporary service disruption with your Setel Wallet during this period. We advise you to retry the service again later.</li>
</ul>
</li>
</ol>
 
<h2 id="h_01J6CAH7F4SW9WXHY1G3QEZ6XE">Why is my top-up refund not showing up?</h2>
Generally, top-up refunds are processed within 14 business days but different banks have different procedures.
If you have any questions regarding the status of your top-up, you can contact us via the live chat on the Setel app/<a href="https://www.setel.com/">Setel website</a> or email us at <a href="mailto:hello@setel.com">hello@setel.com</a> .

Why is my top-up not reflected in my wallet balance?

<ul>
<li><a href="#h_01J6GK5W6C5PE5MBBEM4W1VE8Z">Can I still get a physical Mesra Rewards card?</a></li>
<li><a href="#01J6C3A0V83A5GVW1P1AMNH9N4">Common reasons for card linking failure</a></li>
</ul>
Tap Profile.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/31314493763597" alt="1.png" width="375" height="765">
<hr>
Tap Mesra Rewards card.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/31314480737037" alt="2.png" width="375" height="765">
<hr>
Tap Link now.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/31314493764877" alt="3.png" width="375" height="765">
<hr>
Fill in your details then tap Link now.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/31314480738829" alt="4.png" width="375" height="765">
<hr>
Your card is now linked!
If you would like to activate your virtual Mesra Rewards card instead, you can refer to our <a href="https://help.setel.com/article/11657679323661/how-do-i-activate-my-digital-mesra-card">How do I activate my virtual Mesra Rewards card</a> article.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/31314493766413" alt="5.png" width="375" height="765">
 
 
<h2 id="h_01J6GK5W6C5PE5MBBEM4W1VE8Z">Can I still get a physical Mesra Rewards card?</h2>
Unfortunately, the production of the physical Mesra Rewards card has been discontinued. We recommend using the virtual Mesra Rewards card as you can get it automatically when you use the Setel app.
All you need to do is<a href="https://help.setel.com/article/11657679323661/how-do-i-activate-my-digital-mesra-card"> activate the digital card</a> and you can use it immediately!
 
<h2 id="01J6C3A0V83A5GVW1P1AMNH9N4">Common reasons for card linking failure</h2>
<ol>
<li id="h_01HWMCYEQ5STXC2SKVAG1DF6ZC">
Incorrect Mesra Rewards card number Double-check the Mesra Rewards card number you entered during the linking process. Even a small typo can prevent a successful linking. 
</li>
<li id="h_01HWMCZ1SJ0YWBSJG86G8YDQ6K">
Mesra Rewards card linked to another Setel account It's possible that your Mesra Rewards card is already linked to another Setel account. This can happen if you've previously used the card with a different account. 
</li>
<li id="h_01HWMCZ8VJF4GSG59FGTZWY0XK">
Physical Mesra Rewards card has been deactivated If your Mesra Rewards card has been deactivated, it won't be able to be linked to any Setel account. 
</li>
<li id="h_01HWMCZK95WJ4JGJFS1TP0BHE2">
Mesra Rewards card was registered with different credentials Check if you've previously registered your Mesra Rewards card using different credentials. This could include a different phone number, email address, IC number or other account details.</li>
</ol>
If any of the above reasons seem to apply to your situation (aside from entering an incorrect Mesra Rewards card number), don't worry. You can fill in the form below and one of our dedicated team members will get back to you as soon as possible via email to help resolve the issue.

How do I link my physical Mesra Rewards card?

We recommend <a href="https://help.setel.com/article/11657679323661/how-do-i-activate-my-digital-mesra-card">using the virtual Mesra Rewards card</a> as you can earn bonus points and not worry about losing/forgetting your card. You can transfer the points from your physical Mesra Rewards card to your digital Mesra Rewards card when you <a href="https://help.setel.com/article/4674128565773/how-do-i-link-my-physical-mesra-card">link your physical Mesra Rewards card</a>.
Do note that once you transfer the points to your virtual Mesra Rewards card, your physical Mesra Rewards card will be deactivated.

What do I do if I have a physical Mesra Rewards card and a virtual Mesra Rewards card?

**NOTE You don't need to delete your Setel account to register with a new mobile number, you can simply <a href="https://help.setel.com/article/360057590992/how-do-i-change-my-mobile-number">change your mobile number</a>.
If you would like to delete your account, you can <a href="https://help.setel.com/article/12706673732749/how-do-i-delete-my-setel-account">send an account deletion request</a>.
<div class="toc" style="border: 1px solid #EAEEF4; border-radius: 12px; padding: 20px; margin-bottom: 20px; background-color: #ffffff;">
<h2 id="h_01J8H3E7EEC6GQCWGE785C4WTN" style="margin-top: 0;">Table of Contents</h2>
<hr style="border: none; border-top: 1px solid #EAEEF4; margin: 10px 0;">
<a style="text-decoration: none; color: #2d333a;" href="#h_01J5WT6Q766XQHZ13JYFV0MTYC">Can I recreate an account with the same mobile number?</a>
<a style="text-decoration: none; color: #2d333a;" href="#h_01J5WT795BQ16GD81MF3Q6CN8V">What happens to my wallet balance, deals, and Mesra Rewards points after my account is deleted?</a>
<a href="#01J8PKRH02DPJQNDTVG0PH5VJY">Can I transfer my points to another Setel account after requesting an account deletion?</a>
</div>
Before deleting your account, we recommend:
<ul>
<li>using all your wallet balances, deals, and Mesra Rewards points.</li>
<li>removing all your linked credit/debit cards.</li>
<li>downloading your receipts/transaction history.</li>
</ul>
<h2 id="h_01J5WT6Q766XQHZ13JYFV0MTYC">Can I recreate an account with the same mobile number?</h2>
Of course! However, this new account will be created without any history of the previously deleted account.
 
<h2 id="h_01J5WT795BQ16GD81MF3Q6CN8V">What happens to my wallet balance, deals, and Mesra Rewards points after my account is deleted?</h2>
After the account is deleted, all rewards and benefits will be forfeited.
 
<h2 id="01J8PKRH02DPJQNDTVG0PH5VJY">Can I transfer my points to another Setel account after requesting an account deletion?</h2>
Unfortunately, all rewards and benefits are forfeited once an account is deleted. Points transfer can only be done before the account is terminated.
Please contact us via live chat on the Setel app/website or email us at <a href="mailto:hello@setel.com">hello@setel.com</a> if you wish to transfer your points.

What should I do before closing my Setel account?

eBeliaRahmah FAQ

eBeliaRahmah FAQ (English)

https://help.setel.com/topics/24447227733517/automated_parking

What can we assist you with?

What can we assist you with?

Common issues