If you’re unable to make a payment, perform a top-up, or when your payment is unable to go through via Setel, not to worry — this is usually caused by one of the below reasons:
🔎 Please check the following:
-
Insufficient balance in your card or e-wallet
Check that you have sufficient balance in your selected payment method. You may switch to a different payment method if preferred.
Learn how to top up your Setel Wallet here. -
Wallet balance or transaction limits exceeded
You may have reached your wallet balance or spending limit.
Check this under What is my wallet limit and spending limit? -
Transaction timeout
Your transaction may have timed out due to security reasons. Please try again. -
Account restriction or suspension
Your account may be temporarily restricted due to security checks or unusual activity detected. -
Temporary system maintenance
There may be ongoing maintenance which caused a temporary service disruption. -
App Version
Make sure you’re using the latest version of Setel.
If you’re already on the latest version, try uninstalling, then reinstalling the app. -
e-KYC Verification
Make sure you have completed your identity verification (e-KYC).
Check this under How do I verify my account/perform e-KYC in the Setel app? -
Internet Connection
A weak or unstable network connection may prevent payments from going through. Try switching between WiFi and mobile data. -
Device OS version
Ensure your device operating system (iOS/Android) is updated to a version that Setel supports. -
Biometric Authentication
Confirm that FaceID, TouchID, or fingerprint authentication is enabled in your device settings and in the Setel app. -
Incompatible device
Ensure you are not using a jailbroken or rooted device. For security reasons, such devices are not supported.
⚠️ Still not working?
Please contact us, we are ready to support you. When contacting us, please share:
- A screenshot of the error message (if any)
- The date, time, and location of the attempt
This will help us resolve your issue as soon as possible.