What if I do not update my app version?
You will be prompted to update your app version upon launching the Setel App. To continue enjoying Setel's feature, you are required to update your app version to at least version 1.91.0.
<hr>
Is this app version update mandatory?
Yes. In order to keep enjoying services provided by Setel, you are required to update your app version to at least version 1.91.0.
<hr>
Am I able to use Setel if I do not update? Can I refuel with Setel before updating the app?
No. To continue enjoying Setel's feature, you are required to update your app version to at least version 1.91.0.
<hr>
When is the latest due date for me to update my app version?
Kindly update your Setel App version by 8th August 2022 to avoid any disrupted services in Setel.

Sunset app below 1.91.0 FAQ

Can I recover my account after I delete it?
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.
<hr>
Can I create a new account using the same mobile number and email address after the account is deleted?
Yes.
The number can be reused but a new account will be created without the history of the previous account.
<hr>
What happens to my wallet balance after account deletion?
You will need to request a refund to retrieve your wallet balance.
Do note that the refund request needs to be done before the data retention period ends as all data will be deleted after.
<hr>
When will the data be deleted?
All data will be deleted after 7 years from the requested date as according to the law.
However, if it is related to a fraudulent case, the data will be held longer.
<hr>
What happens to the points and rewards?
All rewards and benefits will be forfeited after the account is deleted.
<hr>
Can I request to transfer my points and rewards to another Setel account upon account deletion? 
Unfortunately, no.
All rewards and benefits will be forfeited after the account is deleted.
You should contact Setel support if you wish to change the mobile number.
<hr>
I have lost access to my old mobile number and no longer want to use Setel. Can I still delete my account?
Yes.
Please contact Setel support for further assistance.
<hr>
I have lost access to my old mobile number and want to change my mobile number. Can I delete my account? 
You do not need to delete your account.
Please contact Setel support to change your mobile number.

Account deletion FAQ

<h4 data-renderer-start-pos="235"> </h4>
<h4 id="1.-What-is-Pending-Wallet-Balance" data-renderer-start-pos="235">What is Pending Wallet Balance?</h4>
Pending Wallet Balance is money pending to enter your Setel Wallet. This happens when your Setel Wallet Balance is nearing its limits (RM500 from Basic Account and RM5,000 upgraded Account).
The additional balance from rewards that would exceed your wallet limit will be stored under “Pending Wallet Balance”.
<h4 data-renderer-start-pos="585"> </h4>
<h4 id="2.-How-can-I-retrieve-my-Pending-Wallet-Balance" data-renderer-start-pos="585">How can I retrieve my Pending Wallet Balance?</h4>
Spend to reduce your current wallet balance so that the Pending Wallet Balance can be added without exceeding the wallet limit.
For more information about wallet limits, read <a href="https://setelappsupport.zendesk.com/hc/en-us/articles/4413022120461-Wallet-charge-limits-for-eKYC" target="_self">here</a>.

What is Pending Wallet Balance?

After a customer has successfully passed the e-KYC verification, the wallet limit will increase to RM5000. 
The spending limit will be increased accordingly to allow a larger sum of transactions. For more information on how to upgrade your account and perform the e-KYC verification, you can refer to our <a href="https://setelappsupport.zendesk.com/hc/en-us/articles/4413021810701-Setel-e-KYC-wallet-and-spending-limit-upgrade-in-Setel-App-Kemaskini-Setel-Ekyc-had-Wallet-had-perbelanjaan-dalam-Applikasi-Setel" target="_self" rel="undefined">wallet upgrade</a> page.
<div class="sc-cvbbAY cDfiQI">
 
<h1 id="FAQ" data-renderer-start-pos="3604">FAQ</h1>
How does the limit for the unsupported Android version work?
Customers are given account limits depending on if they have done the e-KYC verification successfully or not. 
However, if a customer uses an *unsupported Android version to open the app, the limits will be reduced according to BNM conditions. 
*Unsupported Android version means Android versions that will no longer receive security updates.
<hr>
What if I upgraded to a supported Android version?
Upon opening the app, the limit will be changed to the original limit which is the non-eKYC or e-KYC limit.
<hr>
How are my limits counted if I use Setel Lite and Setel App? 
The limits applied for Setel Lite and Setel App are the same.
Any transaction using the Setel wallet will be counted towards the account limits.
<hr>
When can I transact if I hit a limit? 
The limit will be refreshed in the next period (i.e., if the monthly limit is reached, it will be reset next month.).
<hr>
If I hit only one of the limits, can I still transact?
No.
All transactions are checked against all the limits applicable.
The system will check whichever limit is reached and stop the transaction.
</div>
<hr>
<h4>**NOTE</h4>
Daily transaction amount limit, daily transaction count limit, and single transaction amount limit are always applied.

Wallet charge limits for e-KYC

Why should I do e-KYC?
Users who have completed the e-KYC verification enjoy:
<ul>
<li>having a larger wallet (RM5000) and spending (RM2000) limit.</li>
</ul>
 
How can I get this upgrade?
This upgrade option is available once you have completed the identity verification process.
There are currently 2 ways to get this upgrade. Kindly refer to the pictures below.
1st method
<pre><img src="https://setelappsupport.zendesk.com/hc/article_attachments/4413021778573/mceclip0.png" alt="mceclip0.png"></pre>
2nd method
<pre><img src="https://setelappsupport.zendesk.com/hc/article_attachments/4413004930829/mceclip1.png" alt="mceclip1.png"></pre>
 
Common FAQs 
How many times do I need to do the e-KYC verification?
The e-KYC verification process is needed only once per user.
<hr>
How much is my Setel Wallet limit after I upgrade my wallet? 
The wallet limit will be increased to RM5000.
<hr>
Is this wallet upgrade applicable to Malaysians only? 
Yes, currently the wallet upgrade is only available for Malaysians with a Malaysia identity card.
We are working to bring this feature to those with international passports soon.
<hr>
Can I re-submit my details for verification after I failed the first time?
Yes.
<hr>
How much can I spend after I have upgraded my Setel Wallet? 
After the wallet upgrade, you will have a wallet limit of RM5000 and a spending limit of RM2000.
<hr>
I have some problems submitting my details during the verification process, what should I do? 
You can contact us via live chat or email us at <a href="mailto:hello@setel.com">hello@setel.com</a> regarding your issue.
Please allow up to 24 hours for us to perform and approve the verification. For more information about the new upgrades, you can refer to our <a href="https://setelappsupport.zendesk.com/hc/en-us/articles/4413022120461-Wallet-charge-limits-for-e-KYC" target="_self">wallet limits</a> page.
<hr>
I can’t find the upgrade Setel Wallet feature on my Setel App, what is the problem?
Kindly update your Setel App version to 1.80 and above to access this feature.
<hr>
How much is my spending limit after I’ve upgraded my Setel wallet limit?
Your spending limit will be increased to RM2000.

Setel e-KYC wallet and spending limit upgrade in Setel App

What is OTP?
A one-time password (OTP) is a code that is valid for only one login session or transaction.
It is usually sent to a mobile phone.
<hr>
What happens next if I do not receive a OTP?
In case you didn't receive a OTP code, you can follow these steps:
<ol>
<li>Check whether the phone call and message settings were set to block any message from 63001.</li>
<li>If the phone does not block it, please refer to your service provider as they might block "Enterprise Message" from 63001.</li>
<li>If the code is still not received, please send "UNBLOCK 63001" to 63001.</li>
<li>Restart your mobile device and retry to request the OTP code.</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>.
<hr>
I am not a Setel App user and did not request for OTP, but I suddenly receive a OTP code from Setel.
You can ignore this issue as your number may have been entered accidentally when a Setel user was entering their own number.
<hr>
What happens next if I did not request an OTP? 
Don't worry
If you did not share your OTP code with anyone, any attempts to log in or register using your mobile number will fail.

OTP (One-Time Password) FAQ

<h2>How to fix my modified device
</h2>
<h2>Android</h2>
<div>
How to check if my Android device is rooted?
<a href="https://play.google.com/store/apps/details?id=com.joeykrim.rootcheck&amp;hl=en" target="_blank" rel="noopener">     1. Download, install, and open Root Checker.</a>
     2. Click on Verify Root to check if your phone is rooted.
 
How to unroot my Android device?
Note: Remember to backup your data as unrooting deletes all the data on the device. Do note that this action is done at your own risk. Setel will not be held responsible for any damages that may occur.
<a href="https://play.google.com/store/apps/details?id=com.superUS.root.checker.free" target="_blank" rel="noopener">     1. Download, install, and open SuperSU.</a>
     2. In the app, go to Settings and click on Full Unroot.
 
Apple iOS
How to check if my Apple iOS device is rooted?
     1. Go to App Store on your phone.
     2. Click on the Search tab and look for Cydia.
     3. If you have Cydia on your phone, your device is rooted.
 
How to unroot my Apple iOS device?
Note: Remember to backup your data as unrooting deletes all data on the device. Do note that this action is done at your own risk. Setel will not be held responsible for any damages that may occur.
     1. Select Settings &gt; General &gt; Reset.
     2. Click on Erase All Content and Settings.
     3. You may be prompted to enter your passcode. Enter to confirm.
     4. Depending on your device, it can take a few minutes to completely erase your data.
 
If the methods do not work, please get in touch with us so we can assist you via chat or email.  
 
</div>

Is my device modified ? 'Error Block Device " or Forbidden ..

Of course!
Kindly refer to the steps below to set a security PIN:
<ol>
<li>Open the Setel App.</li>
<li>Select More located on the bottom right.</li>
<li>Select Security under the PREFERENCES tab.</li>
<li>Click on Require PIN.</li>
<li>Click the slider to enable PIN for store purchases.</li>
</ol>

Can I set a security PIN for store purchases?

Setel is Malaysia’s 1st e-wallet that specializes 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 simplify 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 done in the comfort of your car.
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?

The registration process is simple.
Kindly refer to the steps below to register your Setel account:
<ol>
<li>Click the Register button.</li>
<li>Enter your mobile number.</li>
<li>You will receive a one-time password (OTP) via SMS. Enter the number.</li>
<li>Fill in your personal details.</li>
<li>Insert the promo code* (optional).
</li>
<li>Create a 6-digit PIN number.</li>
<li>Registration is now completed.</li>
</ol>
*You can receive the promo code from: 
1. Shopee voucher (for new users only).
2. Fave voucher (for new users only).
3. CTenX Voucher to receive 10x Mesra Points (for new users only).
4. Referral code from another Setel user(e.g., family members or friends).
5.  Referral code from PETRONAS station.
6. Big Loyalty App.

How do I register a Setel account?

Kindly refer to the steps below to change your PIN:
<ol>
<li>Open the Setel App.</li>
<li>Select More at the bottom right.</li>
<li>Scroll down and select Security 
</li>
<li>Select Change PIN.</li>
<li>Enter your verification code.</li>
<li>Enter a new PIN.</li>
<li>Re-enter the new PIN.</li>
<li>Done.</li>
</ol>

How do I change my PIN?

Please allow/activate your location (GPS) to properly utilise Setel.
Kindly refer to the steps below to purchase petrol:
<ol>
<li>Drive to a Petronas station and launch the Setel App.</li>
<li>Log in to your Setel account.</li>
<li>Click on the PURCHASE PETROL blue button at the bottom.</li>
<li>Select a pump number. The pump number is located at the top of the pump station.</li>
<li>Select a purchase amount. This can be selected in volume(L) or currency (RM).</li>
<li>Enter your 6-digit PIN to verify.</li>
<li>Wait for the Setel app to connect and activate the pump.</li>
<li>You can begin fueling.</li>
</ol>
*NOTE
Please remain in your vehicle during fuel purchase. Leave your phone in the car when you go out to start fueling.
For more information, click <a href="https://www.setel.my/how-to-use-setel/" target="_self">here</a>.

How to use the Setel App

Play Store (Android) 
1. Open the Google Play Store app .
2. Click on your profile icon located at the top right.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/360032840911/mceclip0.png" alt="mceclip0.png"> (NEEDS TO BE UPDATED)
3. Select Settings.
4. Select Network preferences.
5. Select Auto-update apps.
6. Select Over any network or Over Wi-Fi only.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/360032840931/mceclip1.png" alt="mceclip1.png">
 
App Store (iOS) 
1. Open the “App Store” on the iPhone or iPad.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/360032855572/mceclip2.png" alt="mceclip2.png" width="384" height="199">
2.Click on Search and search for Setel.
3. Click on Setel and select Update.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/360032855592/mceclip3.png" alt="mceclip3.png" width="266" height="239">

How To Update Application

Kindly refer to the steps below to change your personal details:
     1. Open the Setel App.
     2. Select More at the bottom right.
     3. Select EDIT PROFILE below your name (highlighted in blue).
     4. Enter your PIN number.
     5. Select the detail you wish to change.
     6. Click UPDATE to confirm changes.
     7. Done.
 
*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?

The GPS helps to locate your exact position and the nearest station.
Without GPS, we cannot accurately pinpoint the nearest station or perform precise route planning.

Why do I need to turn on my GPS? 

If you did not receive the OTP in the first request, please click on Resend Code, and wait for the OTP to be resent to your mobile phone.
If you still do not receive the OTP, there are four (4) ways to solve this issue. Please refer to the options below:
<ol>
<li>We suggest you check your SMS settings to see whether messages from 63001 are blocked.</li>
<li>If you're still unable to receive the OTP, please 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 4 steps still do not resolve your issue, please contact our customer support.
Please share with us your mobile number and screenshots of the SMS "UNBLOCK 63001".
You can contact us through the live chat in the Setel App or via email at <a href="mailto:hello@setel.my">hello@setel.com</a>.

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

<div id="content-left" class="content-left">
<div id="rail-share-bar"> </div>
</div>
<div id="content-center" class="content-center">
<section id="content-body" class="section definition-section" data-menu-title="Definition">
A one-time password (OTP) is a code that is valid for only one login session or transaction using a mobile phone.
</section>
</div>

What is One-Time Password (OTP)?

All transaction history such as purchasing, top-ups, and rewards can be viewed at the Payment History page.
 
Kindly refer to the steps below to access the Payment History page:
     1. Open the Setel app.
     2. Select More at the bottom right.
     3. Select Payment History under PAYMENTS.
     4. The latest transactions will be displayed.
 
*NOTE
You can select filters located at the top right and left corners to look for specific transactions.

How can I view the transaction history?

General and common questions regarding Setel products and services.

Find out how to reset password, edit personal details, and any other account related matters right here.

It pays good to learn about utilising Setel Wallet, CardTerus, top-up methods, and transaction history.

Understand the points collection and redemption policy, points expiry date, and membership tiers.

Don’t miss out on special discounts, cashbacks, and goodies from Setel and our partners.

Reach out to our Customer Service representatives to report an issue and provide suggestions for improvements.

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