If you receive a login notification from someone you do not know or did not authorise, contact our customer support via live chat in the Setel app immediately for further assistance.
Remember to also<a href="https://help.setel.com/article/360042220011/how-do-i-change-my-pin"> change your passcode</a> as your account may have been compromised.
Never share your OTP with anyone.

What should I do if someone else has logged into my account?

Of course! However, a new account will be created without the history of the previous account.

Can I create a new account using the same mobile number and email address after the account is deleted?

It can take up to 24 hours to verify your account. You will receive a push notification once your account is verified.
If your e-KYC status still shows Pending after 24 hours, please contact our customer support via live chat on the Setel app/<a href="https://www.setel.com/">website</a> or email us at <a href="mailto:hello@setel.my">hello@setel.com</a> for further assistance.

How long does it take to verify my account/perform e-KYC?

A one-time password (OTP) is a code that is valid for only one login session or transaction and is used to verify the user's identity.
It is usually sent to a mobile phone.

What is a one-time password (OTP)?

If you did not receive the OTP in the first request, tap on Resend Code, and wait for the OTP to be resent to your mobile phone.
If you still do not receive the OTP, try these solutions.
<ol>
<li>Check your SMS settings to see whether messages from 63001 are blocked.</li>
<li>Check with your service provider. There is a chance that they have blocked the "Enterprise SMS" from 63001.</li>
<li>SMS "UNBLOCK 63001" to 63001 and try again to request the OTP code.</li>
<li>Restart your mobile phone and try requesting the code again.</li>
</ol>
If all these steps still do not resolve your issue, please contact our customer support through the live chat in the Setel app or via email at <a href="mailto:hello@setel.my">hello@setel.com</a>.
Please provide us with your mobile number and screenshots of the SMS "UNBLOCK 63001".

If I do not receive my (OTP) within 60 seconds, what should I do?

Your limits will be reduced according to the BNM guidelines if you are on an unsupported version of the Android operating system (OS) or device (even if the e-KYC verification is completed).
Limits will be restored once you are on a supported Android version/device.
As of March 2023, only Android OS versions 11 and above are supported.

I have completed e-KYC. Why has my daily and single transaction limits been reduced to RM200?

Launch the app and tap the input field.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/23480042087693" alt="enter_number_register.png">
<hr>
Enter your mobile number and tap Continue. An OTP will be sent to the number.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/23480042091149" alt="continue_register.png">
<hr>
Enter the OTP.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/23480057778829" alt="otp_register.png">
<hr>
You can include a promo code if you have any (optional).
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/23480042096397" alt="promo_code_register.png">
<hr>
Create your 6-digit passcode by tapping the button.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/23480042104973" alt="create_passcode_register.png">
<hr>
Enter your passcode. Congratulations! You have successfully created an account.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/23480042105997" alt="confirm_passcode_register.png">

How do I register an account with Setel?

If you would like to change your mobile number, you don't have to delete your account. Just fill in this <a href="https://help.setel.com/article/360057590992/how-do-i-change-my-mobile-number">form</a> and our agent will reach out to you.
If you would still like to delete your account, please contact Setel support via the live chat on the Setel app/<a href="https://www.setel.com/">website</a> or email <a href="mailto:hello@setel.com">hello@setel.com</a> for further assistance.

I have lost access to my old mobile number, can I delete my account?

Once verified, you will be notified via inbox message in the Setel app. Do note that your notifications for the Setel app must be turned on/enabled to receive this notification.
You can turn on push notifications for the Setel app in the settings of your device.

How will I know if my account verification is successful?

Don't share the OTP or click on any suspicious links. Immediately reach out to us via live chat/<a href="https://www.setel.com/">website</a> or email us at <a href="mailto:hello@setel.com">hello@setel.com</a> for assistance.
For additional security, we recommend <a href="https://help.setel.com/article/25201111557517/how-do-i-set-my-phone-as-a-trusted-device">turning on the trusted device feature</a> and enabling additional verification such as <a href="https://help.setel.com/article/25994774473613/how-do-i-enable-additional-verification-before-making-any-transactions">passcode</a> or <a href="https://help.setel.com/article/15235928155149/how-do-i-enable-biometric-verifications-faceid-touchid-fingerprints-etc">biometrics</a> before making any transactions.
If you notice any suspicious activity on your Setel account, please reach out to us too!

What should I do if I received a one-time password (OTP) but did not request for it? 

<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 href="#h_01J8HJ93MTJ2WH4FZ84J41K0HV">How do I change my mobile number?</a>
<a href="#01J8M2BK7N2CJD0SWWF490RJ1R">What happens to my wallet and Mesra points when I change my number?</a>
<a href="#h_01J5QKNYXB5Q2B82F4WZW5RAHQ">Can I see my old transactions after I change my number?</a>
<a href="#01J8M3PEPF8HJYT07VFN6C478B">I can't access my old number or get an error with self-service. How can I change my mobile number?</a>
</div>
<h2 id="h_01J8HJ93MTJ2WH4FZ84J41K0HV">
How do I change my mobile number?
</h2>
 We’ve introduced a self-service feature that allows you to update your mobile number automatically and seamlessly.
**NOTE
This feature is only available to logged-in users, <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. 
Follow these steps to change your mobile number before logging out or losing access to your current number.
(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 or get an error with self-service. How can I change my mobile number?</h2>
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/32028025934349" alt="alert.png" width="26" height="26"> This process is NOT automated and may take up to 3 business days to process
 
If you're unable to submit the form, try the following steps : 
<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>
Once you're able to submit the form, an agent will follow up with your request via email.
If you have any further enquiries, you can reply to the email once you receive it.
 
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.

How do I change my mobile number?

If you cannot perform e-KYC, try updating your app to the latest version.
**NOTE
Account verification is currently only available for Malaysians.
There are a few ways to verify your account on the Setel app.
 
<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 style="color: #2d333a;" href="#h_01HA91543NWKH0CY69CX2N4VKX">Through the Pay tab</a></h4>
<h4 id="h_01J8M6650EG3PDTE3X72G9N5ZC"><a style="color: #2d333a;" href="#01HCY53R2ER9915QQ7DZ6RA0TT">Through the Profile tab</a></h4>
<h4 id="h_01J8M66KX43304KFPQDP536WTR"><a style="color: #2d333a;" href="#01HCY541WRZWHF4HKHX4KP86R5">Through the Wallet balance</a></h4>
</div>
<h2 id="h_01HA91543NWKH0CY69CX2N4VKX">Through the Pay tab </h2>
Launch the Setel app and tap Pay.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/31843041126029" alt="Pay tab.png" width="375" height="764">
<hr>
Scroll down and tap Upgrade now.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/31843032537741" alt="Pay tab 2.png" width="375" height="765">
<hr>
Tap Verify now.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/31843032538125" alt="EKYC Verify.png" width="375" height="764">
<hr>
Tap Start.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/31843041126541" alt="EKYC Start.png" width="375" height="765">
 
<h2 id="01HCY53R2ER9915QQ7DZ6RA0TT">
Through the Profile tab 
</h2>
Launch the Setel app and tap Profile.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/31843032538893" alt="Profile.png" width="375" height="722">
<hr>
 Tap Payment methods.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/31843032539405" alt="Payment methods.png" width="375" height="736">
<hr>
Tap Verify now.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/31843032538125" alt="EKYC Verify.png" width="375" height="764">
<hr>
Tap Start.
 <img src="https://setelappsupport.zendesk.com/hc/article_attachments/31843041126541" alt="EKYC Start.png" width="375" height="765"> 
 
<h2 id="01HCY541WRZWHF4HKHX4KP86R5">
Through the Wallet balance 
</h2>
Tap your wallet balance/Setel icon.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/31843032539917" alt="Wallet balance 1.png" width="375" height="765">
<hr>
Tap Verify now.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/31843032540045" alt="Wallet balance 2.png" width="375" height="765">
<hr>
Tap Verify now.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/31843032538125" alt="EKYC Verify.png" width="375" height="764">
<hr>
Tap Start.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/31843041126541" alt="EKYC Start.png" width="375" height="765">

How do I verify my account/perform e-KYC?

Setel is Malaysia’s 1st e-wallet specialising in petrol purchases exclusively at PETRONAS station. The application can be downloaded from the Play Store, App Store, or Huawei App Gallery for free. 
Setel is a simple and efficient payment system that speeds up and simplifies purchasing petrol at selected PETRONAS stations.
Gone are the days when you have to line up at the counter. With our advanced payment technology, payment can be made in the comfort of your car.
Other Setel features include
<ul>
<li>Recharging your electric vehicle</li>
<li>Purchasing Kedai Mesra items from the comfort of your vehicle</li>
<li>Purchasing PETRONAS merchandise</li>
<li>Paying for your parking ticket</li>
<li>Purchasing motor insurance</li>
<li>Renewing your road tax</li>
</ul>
Setel is currently available at over 1000 PETRONAS stations and is rapidly expanding nationwide. Setel-enabled PETRONAS stations can be located <a href="https://www.setel.my/locations/" target="_self">here</a>.

What is Setel?

You can leave your feedback through the Setel app, our <a href="http://help.setel.com/" target="_self">help centre website</a>, or via email at <a href="mailto:support@setelappsupport.zendesk.com">hello@setel.com</a>.
Kindly refer to the steps below to contact us through the app.
Tap Profile.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/20154636485005" alt="1. Profile.png" width="375" height="763">
<hr>
Tap Send feedback.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/22521602479757" alt="2. Feedback on Setel.png">
<hr>
Select the feature you want to give feedback on and share your feedback.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/22521612750989" alt="3. Feedback on Setel.png">
<hr>
Tap Submit and your feedback will be sent to the relevant team. We always welcome feedback to help continuously improve our products and services.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/22521612751885" alt="4. Feedback on Setel.png">

How can I give feedback on Setel?

**NOTE
Account verification will fail if you are below 18 years old or if your app is not updated to the latest version.
You can <a href="https://help.setel.com/article/13842581073165/how-do-i-verify-my-account-perform-e-kyc">send your details again for verification</a> using the same steps. Please allow up to 24 hours for us to perform and approve the verification.
When you re-submit your details, please make sure you:
<ol>
<li>Are submitting a valid identity document (ID). We only accept MyKad, MyPR, and MyTentera.</li>
<li>Remove any external covers from your ID.</li>
<li>Scan your ID in a well-lit area without direct lighting to avoid glares.</li>
<li>Scan your ID against a background in a contrasting colour with no grid lines for better visibility.</li>
<li>Have a stable internet connection to upload your document.</li>
</ol>

My account verification failed, what should I do?

Please allow/activate your location (GPS) to properly utilise Setel.
Drive to a PETRONAS station and launch the Setel app. Tap the Purchase petrol button.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/22301216615437" alt="Homepage.png" width="375" height="763">
<hr>
Select your pump number. The pump number is located at the top of the pump terminal. Enter the amount you would like to purchase. This can be in volume(L) or currency (RM).
<img class="shrinkToFit transparent" src="https://www.setel.com/wp-content/uploads/2022/11/fuel-step-2-large.png" alt="https://www.setel.com/wp-content/uploads/2022/11/fuel-step-2-large.png" width="375" height="800">
<hr>
Enter your 6-digit PIN.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/22301216617741" alt="Passcode.png" width="375" height="764">
<hr>
Wait for the Setel app to connect and activate the pump. Once the pump is connected, you can begin refuelling.
*NOTE
Please leave your phone in the car when you go out to start fueling.
<img class="shrinkToFit transparent" src="https://www.setel.com/wp-content/uploads/2022/11/fuel-step-3-large.png" alt="https://www.setel.com/wp-content/uploads/2022/11/fuel-step-3-large.png" width="375" height="800">
<hr>
Once completed, you will receive Mesra points for the transaction.
<img class="shrinkToFit transparent" src="https://www.setel.com/wp-content/uploads/2022/11/fuel-step-5-large.png" alt="https://www.setel.com/wp-content/uploads/2022/11/fuel-step-5-large.png" width="375" height="800">

How do I refuel using the Setel app?

All transaction history such as purchases, top-ups, and rewards can be viewed at the Payment History page.
Tap Profile. 
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/29501594083725" alt="1.png" width="375" height="764">
<hr>
Tap Payment history.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/29501594076685" alt="Check transaction 2.png" width="350" height="713">
<hr>
Your latest transactions will be displayed.
*NOTE
You can select filters located at the top to look for specific transactions up to 180 days ago or transaction type.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/29501603396621" alt="payment_history.png" width="350" height="713">

How can I view the transaction history?

Yes, currently the account verification/e-KYC is only available for Malaysians with a Malaysia identity card (IC).
We are working to bring this feature to those with international passports soon.

Is the account verification process applicable to Malaysians only? 

The account verification/e-KYC process can take up to 24 hours. You will receive a notification (if notifications are enabled) about the result.
If your verification failed, you can re-submit your details again.
Check out our article on <a href="https://help.setel.com/article/20322124795021/my-account-verification-failed-what-should-i-do">what you should do after your request failed</a>.

How long will it take to verify my account?

Tap Profile.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/26189771103117" alt="additional_verification_add_home.png">
<hr>
Tap Security.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/26189742129805" alt="additional_verification_security.png">
<hr>
Tap Require passcode.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/26189771105933" alt="additional_verification_require_passcode.png">
<hr>
Enter your passcode.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/26189771110029" alt="additional_verification_passcode.png">
<hr>
Tap the transactions you want to apply the additional verification.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/26189771114765" alt="additional_verification_disabled_SetelQR.png">
<hr>
Additional verification is now applied for the selected transactions.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/26189771117837" alt="additional_verification_enabled_SetelQR.png">

How do I enable additional verification before making any transactions?

Don't share the OTP and immediately reach out to us via live chat/<a href="https://www.setel.com/">website</a> or email us at <a href="mailto:hello@setel.com">hello@setel.com</a> for assistance.

What should I do if I suddenly receive a one-time password (OTP) from Setel but I am not a Setel app user?

All data will be deleted after 7 years from the requested date according to the law.
However, if it is related to a fraudulent case, the data will be held longer.

When will my data be deleted?

e-KYC can be performed at any time and you are advised to do it as soon as possible to enjoy uninterrupted service.

When do I need to do e-KYC if my account is suspended?

The mobile number/email is already registered with Setel. If this is not your account, please contact our customer support.
If you would like to change your mobile number, you can refer to our <a href="https://help.setel.com/article/360057590992/how-do-i-change-my-mobile-number">How do I change my mobile number</a> article.

Why can't I create an account with my mobile number/email?

You can register an account simply by clicking on any of our payment features. You will be redirected to a page where you can tap on Get Started to start registration.

How do I log in or register after exploring Setel in Guest mode?

Launch the Setel app and tap More.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/20488625269517" alt="1. Profile.png" width="375" height="910">
<hr>
Tap Personal information.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/20488625270029" alt="2.Verify Email Address.png">
<hr>
Tap Email address.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/20488634042637" alt="3.Verify Email Address.png">
<hr>
Enter your email and tap Update.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/20488634047373" alt="4.Verify Email Address.png">
<hr>
A verification email will be sent to the email address you entered.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/20488625273101" alt="5.Verify Email Address.png">
<hr>
Go to the email and tap Verify email address.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/20488625273229" alt="6.Verify Email Address.png">
<hr>
Your email is now verified!
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/20488625274637" alt="7.Verify Email Address.png">

How do I verify my email address?

You can update or delete your <a href="https://www.setel.com/privacy">personal data with Setel</a> by sending us your request at <a class="css-tgpl01" title="mailto:hello@setel.com" href="mailto:hello@setel.com" data-testid="link-with-safety" data-renderer-mark="true">hello@setel.com</a>. Please provide us with the necessary details and specific instructions regarding the changes you wish to make.
 We will promptly review your request and take the necessary actions within the time frame required by the applicable data protection laws.

How do I update/delete my personal data?

Open the Setel app and tap on Profile.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/22301152979725" alt="Homepage.png" width="375" height="763">
<hr>
Scroll down to Settings and tap Security.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/22301152982797" alt="Profile.png" width="375" height="764">
<hr>
Tap Change passcode.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/21133323912077" alt="Security - Change passcode.png">
<hr>
Enter the verification code sent to your email.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/18215732481037" alt="4.png">
<hr>
Enter a new passcode.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/18215720530317" alt="5.png">
<hr>
Re-enter the new passcode.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/18215720530957" alt="6.png">
<hr>
A message will appear once your passcode has been successfully updated.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/18215732483085" alt="7.png">

How do I change/reset my passcode?

Guest mode is a feature that allows you to see what Setel has to offer without registering for an account.
You can see our deals and ongoing promotions, the current fuel price, and the location of PETRONAS stations. For our other features, you can see a preview but you will need to register for an account to use them.

What is Guest mode?

If the new device's operating system (OS) is supported, your transaction limit will be restored.
Your limits will be based on your e-KYC status (approved or incomplete).

I have completed e-KYC, will my daily and single transaction limit be restored if I move to another device?

Your account restriction will be removed once your eKYC submission is successful.

How long will my account be restricted after it has been automatically suspended?

MFA is a security measure to enhance the authentication process, which requires multiple forms of verification. The introduction of MFA into the Setel ecosystem helps to better protect your data and is part of adhering to regulatory requirements.
As a user, all you need to do is <a href="https://help.setel.com/article/25201111557517/how-do-i-set-my-phone-as-a-trusted-device">set your current device as your trusted device</a> and authenticate your identity either via passcode or biometrics. This verification helps as an additional security measure whenever you make transactions or any changes to personal information.

What is Multi-Factor Authentication (MFA) and why do I need to do this?

If you didn't receive an OTP code, you can follow these steps:
<ol>
<li>Check your SMS settings to see whether messages from 63001 are blocked.</li>
<li>Check with your service provider. There is a chance that they have blocked the "Enterprise SMS" from 63001.</li>
<li>SMS "UNBLOCK 63001" to 63001 and try again to request the OTP code.</li>
<li>Restart your mobile phone and try requesting the code again.</li>
<li>Use the Call Me feature to request the OTP code. The button will appear after 60 seconds. Once you have clicked it, you will receive a call to obtain the OTP code.</li>
</ol>
Do contact us if you are still facing problems with the OTP via live chat or email us at <a href="mailto:hello@setel.com">hello@setel.com</a>.

What should I do if I do not receive a one-time password (OTP)?

<h2 id="h_01J69J52ST1718NCW2VYF25FDN">Restricted account</h2>
Your account might have entered a cooling period because suspicious activity was detected. As part of our security measures, your account cannot make any transactions while we verify the activities.
You will receive a push notification and inbox message about the duration of the cooling period and when it will end.
 
<h2 id="h_01J69J555JN4AEQ59H9B39YKQA" data-renderer-start-pos="105">Suspended account</h2>
The automated suspension will activate if you
<ol>
<li data-renderer-start-pos="193">have not done e-KYC</li>
<li data-renderer-start-pos="210">AND, have spent more than RM 50,000 annually (1st Jan - 31st Dec of the particular year) OR RM 5,000 monthly (1st of the month - last day of the month)</li>
</ol>
excluding transactions that are allowed to be removed from the limit checks eg. insurance.

Why is my account restricted/suspended?

You can only generate receipts for payments that have been completed.
You can:
<ol class="ak-ol" data-indent-level="1">
<li>
download the receipt in PDF format in the Setel app after the payment has been completed.
</li>
<li>
resend the email receipt to your registered email from the payment history page.
</li>
</ol>
The full receipt will generate all the parking details such as location, payment method, etc.
You can <a href="https://help.setel.com/article/360013006051/how-can-i-view-the-transaction-history">access the payment history page</a> by tapping Profile and Payment history.

How do I generate e-receipts for claims?

Mesra Rewards points redemption can only be done via the Setel app.
Check out our article on redeeming your Mesra Rewards points.

How do I redeem points on Setel Lite Web?

You will need to request a refund to retrieve your wallet balance.
Do note that the refund request needs to be done before the <a href="https://help.setel.com/article/17906789104653/when-will-my-data-be-deleted">data retention period</a> ends as all data will be deleted after.

What happens to my wallet balance after account deletion?

You will receive a notification and inbox message to inform you that you have reached 80% of the allowable transaction limit and a subsequent prompt to perform eKYC.

How will I know if I’m almost reaching the spending limit for a non-eKYC account?

Of course!
Tap Profile. 
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/31314640635277" alt="1.png" width="375" height="764">
<hr>
Tap Security.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/20488610491789" alt="2.Set security passcode.png">
<hr>
Tap Require passcode.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/20488551543437" alt="3.Set security passcode.png">
<hr>
Verify your identity.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/20488610495757" alt="6.png">
<hr>
Tap on the slider to enable passcode requirements for store purchases.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/20488551548941" alt="4.Set security passcode.png">

Can I set a security passcode for store purchases?

**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?

You will be restricted from using your Setel Wallet for all payment methods including CardTerus (credit/debit card), Family Wallet, and performing top ups.

What happens when I’m suspended?

If you are not on a supported phone operating system, your wallet and spending limit is RM 200.
If you are on a supported phone operating system, your wallet limit and spending limit will be determined based on your account verification status. 
<ul>
<li>Verified account RM 5000 wallet limit and RM 2000 spending limit. </li>
<li>Unverified account RM 500 wallet limit and RM 500 spending limit. </li>
<li>Setel Lite account RM 200 spending limit (regardless of the account's verification status) while the wallet limit is based on the account's verification status.</li>
</ul>
Check out our article on <a href="https://help.setel.com/article/13842581073165/how-do-i-verify-my-account-perform-e-kyc">how to verify your account</a> to verify your account today!
<h4 id="h_01HCHNJBJ7A53HT4FCKDEDGKZ2">**NOTE</h4>
DuitNow has a different limit that is based on your spending habits to combat risks from money laundering and illicit activities. Please use a different payment method if you have exceeded the limit.

What is my wallet limit and spending limit?

Launch the Setel app and tap on More.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/22301860500109" alt="Homepage.png" width="375" height="763">
<hr>
Tap on Personal information.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/13278821469197" alt="mceclip1.png" width="375" height="764">
<hr>
Enter your PIN number.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/13278873870861" alt="mceclip3.png" width="375" height="763">
<hr>
Tap on the detail you wish to change.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/13278850599309" alt="mceclip5.png" width="375" height="763">
<hr>
Edit and tap UPDATE to confirm changes.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/13278851341453" alt="mceclip6.png" width="375" height="763">
 
*NOTE 
Full name must be longer than 3 characters but less than 64 characters and cannot contain special characters such as !@#$%^.
Each email is limited to a single Setel account.

How do I change my personal details on my Setel account?

Before deleting your account, remember to check out our article on things you should before deleting your account.
**NOTE
You don't need to delete your Setel account just to register Setel 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>.
To delete or terminate your Setel account, tap Profile in the Setel app.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/20151377331213" alt="1. Profile.png" width="375" height="764">
<hr>
Tap Personal information.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/20151420105869" alt="2. Personal Information.png" width="375" height="764">    
<hr>
Tap Delete account.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/20151420106637" alt="3. Edit Profile.png" width="375" height="763">
<hr>
Tap Continue.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/20151377333261" alt="4. Deleting account.png" width="375" height="763">
<hr>
If you have balance remaining in your wallet, you will need to <a href="https://help.setel.com/article/13842581073165/how-do-i-upgrade-my-account-perform-e-kyc">perform e-KYC to process the refund</a>.
You can do so by tapping Verify now.
If you do not want the balance, tap Proceed deletion without refund.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/22303216384397" width="375" height="753">
<hr>
Enter the reason for deleting your account and tap Continue.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/22303222221837" width="375" height="756">
<hr>
If you are performing a refund, you will see this screen. Select your bank and enter your bank account number.
Once done, tap Continue.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/20151377335181" alt="7. Bank details.png" width="375" height="764">
<hr>
Tap Yes, Delete.
You will need to provide your email address if your account does not have a valid email address.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/20151377336973" alt="8. Confirmation Delete.png" width="375" height="765">
<hr>
Your request will now be processed.
Once your account has been deleted, your remaining wallet balance will be returned within 10 business days.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/20151377338253" alt="9. Process deletion.png">
If you have any other questions, check out our FAQ on <a href="https://help.setel.com/article/4467024110733/account-deletion-faq">account deletion</a>.

How do I delete my Setel account?

The monthly limit is RM 5,000 while the annual limit is RM 50,000.

What are the monthly/annual spending limits if I have yet to e-KYC?

Verifying your account will increase your wallet limit to RM 5000 and spending limit to RM 2000. Certain promotions and events might also require your account to be verified to participate.
Check out our article on <a href="https://help.setel.com/article/13842581073165/how-do-i-verify-my-account-perform-e-kyc">how to verify your account</a>.
<h4 id="h_01HCHNJBJ7A53HT4FCKDEDGKZ2">**NOTE</h4>
DuitNow has a different limit that is based on your spending habits to combat risks from money laundering and illicit activities. Please use a different payment method if you have exceeded the limit.

Why should I verify my account/complete e-KYC verification?

If you would like to reset/change your passcode instead, check out our article on <a href="https://help.setel.com/article/360042220011/how-do-i-change-reset-my-passcode">how to change your passcode</a>.
For first-time users, you will be prompted to set up a 6-digit passcode to secure your payment. Tap Create passcode.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/29496014339725" alt="setup_passcode.png">
<hr>
Enter your passcode.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/29496014336397" alt="create_passcode.png">
<hr>
Re-enter your passcode to confirm.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/29496029475341" alt="confirm_passcode.png">
Your passcode is now set.

How do I set up my 6-digit passcode?

Tap Profile.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/26189789309325" alt="additional_verification_disable_home.png">
<hr>
Tap Security.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/26189752905613" alt="additional_verification_security.png">
<hr>
Tap Require passcode.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/26189752909325" alt="additional_verification_require_passcode.png">
<hr>
Enter your passcode.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/26189752913165" alt="additional_verification_passcode.png">
<hr>
Tap the transactions you want to remove the additional verification.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/26189752913805" alt="additional_verification_enabled_SetelQR.png">
<hr>
Additional verification is now removed for the selected transactions.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/26189789319053" alt="additional_verification_disabled_SetelQR.png">

How do I disable additional verification before making any transactions?

While an account's wallet limit and spending limit depend on the verification/e-KYC status of the account, there is an additional limit specifically for unsupported phone operating systems as required by Bank Negara Malaysia (BNM).
If a customer uses an *<a href="https://help.setel.com/article/16700924891533/what-operating-system-os-version-is-needed-to-use-the-setel-app">unsupported Android version</a> to open the app, the limits will be reduced according to BNM's conditions regardless of their account verification status. 
*Unsupported Android version means Android versions that will no longer receive security updates.

How does the limit for the unsupported Android version work?

You will not be able to change/amend your identity card number (NRIC) or name once your account has been verified/ you have performed e-KYC.

Why can't I update my identity card number (NRIC)?

<span data-sheets-value='{"1":2,"2":"How do I top up my store card?"}' data-sheets-userformat='{"2":829,"3":[null,0],"5":{"1":[{"1":2,"2":0,"5":[null,2,0]},{"1":0,"2":0,"3":3},{"1":1,"2":0,"4":1}]},"6":{"1":[{"1":2,"2":0,"5":[null,2,0]},{"1":0,"2":0,"3":3},{"1":1,"2":0,"4":1}]},"7":{"1":[{"1":2,"2":0,"5":[null,2,0]},{"1":0,"2":0,"3":3},{"1":1,"2":0,"4":2}]},"8":{"1":[{"1":2,"2":0,"5":[null,2,0]},{"1":0,"2":0,"3":3},{"1":1,"2":0,"4":2}]},"11":4,"12":0}'>The receipt will be sent directly to your email registered with Setel after the process of paying for the purchase (fuel or from Kedai Mesra) or the top-up has been completed. 
If you didn't receive the receipt in your email, please check under the junk email or spam folder. Please tag our email address as a safe sender to ensure that the emails won't be treated as spam.
<span data-sheets-value='{"1":2,"2":"How do I top up my store card?"}' data-sheets-userformat='{"2":829,"3":[null,0],"5":{"1":[{"1":2,"2":0,"5":[null,2,0]},{"1":0,"2":0,"3":3},{"1":1,"2":0,"4":1}]},"6":{"1":[{"1":2,"2":0,"5":[null,2,0]},{"1":0,"2":0,"3":3},{"1":1,"2":0,"4":1}]},"7":{"1":[{"1":2,"2":0,"5":[null,2,0]},{"1":0,"2":0,"3":3},{"1":1,"2":0,"4":2}]},"8":{"1":[{"1":2,"2":0,"5":[null,2,0]},{"1":0,"2":0,"3":3},{"1":1,"2":0,"4":2}]},"11":4,"12":0}'>However, receipts will only be sent to verified emails. If you haven't verified your email, check out our article on <a href="https://help.setel.com/article/15235367721101/how-do-i-verify-my-email-address">How to verify my email</a>. 
Once your email is verified, follow the steps below to resend the receipt.
Tap Profile.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/29495121144333" alt="1. Profile.png" width="375" height="764">
<hr>
Tap Payment history.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/29495089394445" alt="2. Get Setel receipt.png">
<hr>
You can choose receipts from the last 180 days or from specific filters. Select your filters at the top (optional).
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/29495089395341" alt="3. Get Setel receipt.png">
<hr>
Tap Send to email.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/29495089393037" alt="4. Get Setel receipt.png">
<hr>
Choose either transactions from the last 180 days or your current search results (from filters) and tap Send.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/29495121145229" alt="5. Get Setel receipt.png">
<hr>
The receipt will be sent to your registered email.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/29495121147149" alt="6. Get Setel receipt.png">

How can I get the Setel receipt?

If you are at one of the PETRONAS Setel-enabled stations, you can ask the station staff directly and they will be happy to assist you with your enquiries.
On the other hand, you can also contact us via live chat on the Setel app/<a href="https://www.setel.com/">website</a> or email us at <a href="mailto:hello@setel.my">hello@setel.com</a> for further assistance.

Who can I contact if I have issues with the Setel app?

The limits applied for the Setel Lite app and the Setel app are the same.
Any transaction using the Setel Wallet will be counted towards the account limits.

What is my wallet limit and spending limit if I use both the Setel app and the Setel Lite app?

Unfortunately, no.
Points transfer must be done before the account is deleted as all rewards and benefits are forfeited when the account is terminated. You can contact Setel support via the live chat on the Setel app/<a href="https://www.setel.com/">website</a> or email <a href="mailto:hello@setel.com">hello@setel.com</a> if you wish to transfer your points.
If you would like to change your mobile number, check out our <a href="https://help.setel.com/article/360057590992/how-do-i-change-my-mobile-number">How do I change my mobile number</a> article.

Can I request to transfer my points and rewards to another Setel account upon account deletion?

After your account has been verified, the wallet limit will be increased to RM 5000 and the spending limit will be increased to RM 2000.
Check out our article on <a href="https://help.setel.com/article/13842581073165/how-do-i-verify-my-account-perform-e-kyc">how to verify your account</a>.

How much will my limit change after I verified my account/perform e-KYC verification?

You will only need to verify your account once per user.

How many times do I need to verify my account/do the e-KYC verification?

Unfortunately, no.
The account is not recoverable and will not be accessible as it will be permanently closed for the user.
Any transactional history will not be retrievable.

Can I recover my account after I delete it?

All rewards and benefits will be forfeited after the account is deleted.

What happens to the points and rewards after my account is deleted?

Launch the Setel app and tap Profile.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/20154788752013" alt="1. Profile.png" width="375" height="764">
<hr>
Tap Security.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/22303904949773" alt="security_biometric.png" width="375" height="763">
<hr>
Tap on the radio button to enable biometrics.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/22303904961037" alt="enable_biometric.png" width="375" height="764">
<hr>
Enter your passcode to verify your identity.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/22303913280781" alt="enable_biometric_passcode.png" width="375" height="763">
<hr>
Record your biometric (Face ID, Touch ID, fingerprints, etc).
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/23479824280333" alt="face_id_biometric.png">
<hr>
Your biometric verification is now activated.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/22303913306893" alt="enabled_biometric.png" width="375" height="764">

How do I enable biometric verifications (FaceID, TouchID, Fingerprints, etc)? 

No.
All transactions are checked against all applicable limits. If any limit is reached, the transaction will be stopped.
Daily transaction amount limit, daily transaction count limit, and single transaction amount limit are always applied.

Can I still make transactions if only one of the limits is reached?

The verification process will fail/be disabled if you are below 18 years old or if your app is not updated to the latest version for security reasons.
Check out our article on <a href="https://help.setel.com/article/20322124795021/my-account-verification-failed-what-should-i-do">what to note when performing account verification</a>.

Why can't I verify my account/perform e-KYC on the Setel app?

The limit will be refreshed in the next cycle (i.e., if the monthly limit is reached, it will be reset next month.).

When will my wallet limit and spending limit be refreshed?

eBeliaRahmah FAQ

eBeliaRahmah FAQ (English)

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

Help topics