If the transaction was not done via a credit/debit card, please contact our customer service team via live chat or email us at hello@setel.com.
If the transaction was done via a credit/debit card, check out our articles below.
- Why was I charged more than what I refuel/recharged on my electric vehicle?
- What is a pre-authorisation hold?
- How do I change my full tank limit?
- What should I do if my remaining pre-authorisation amount is not returned after 5 business days?
Why was I charged more than what I refuel/recharged on my electric vehicle?
If you used a credit/debit card for the transaction, the amount initially shown when you refuelled/charged your vehicle is not the actual amount you are billed. It is a pre-authorisation hold for the transaction. After some time (depending on your bank), the difference in the amount will be returned to your bank account.
What is a pre-authorisation hold?
Pre-authorisation is not a charge to your credit/debit card.
It is a temporary hold of a specific amount of the available balance on a credit or debit card until the actual amount is posted to your account. Any difference between this initial hold and what you actually spent will be returned. This hold usually lasts 5 business days but the exact time can vary depending on the bank.
We have 3 kinds of pre-authorisation.
Full Tank
A pre-authorisation amount for up to 238 litres (L) will be temporarily held, and any unused balance will be returned to your account within 3-5 business days.
**NOTE
By default, the pre-authorisation amount is set at RM180. However, if your full tank limit is normally around RM100, you can change your full tank limit by checking out our article on how to change your full tank limit.
Partially Used Purchase Amount
If you set your purchase amount/full tank limit to RM100 but only spend RM80, your pre-authorisation amount will be RM100. The remaining balance from the pre-authorised amount (RM20 in this case) will be released back to your account within 3-5 working days.
Fully Used Purchase Amount
If you set your purchase amount/full tank limit to RM100 and spend the full RM100 on fuel, no remainder will be released back.
How do I change my full tank limit?
- Tap Profile.
- Select Preferences under Settings.
- Tap Full tank limit.
- Adjust the limit to your preferred amount.
- Tap Save limit.
What should I do if my remaining pre-authorisation amount is not returned after 5 business days?
If the held/remaining amount has not been credited to your account within 5 business days, please contact your bank to check the status of the pre-authorisation charge or our customer service by providing the bank statement from the purchase date to the next 5 business days.
You can contact our customer service team via live chat or email us at hello@setel.com.
