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?

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?

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?

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?

**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?

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?

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?

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?

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?

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?

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?

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)?

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?

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?

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