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 should I do if I do not receive an OTP?
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>.
<hr>
I am not a Setel App user and did not request an OTP, but I suddenly receive an 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 should I do if I did not request an OTP? 
Don't share the OTP.
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

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?

Open the Setel app and tap on More.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/13357357839629" alt="mceclip0.png">
<hr>
Scroll down and tap on Security.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/13357354606477" alt="mceclip2.png">
<hr>
Tap Change passcode.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/13357355305485" alt="mceclip3.png">
<hr>
Enter the verification code sent to your mobile number.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/13357362230029" alt="mceclip4.png">
<hr>
Enter a new PIN.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/13357356595597" alt="mceclip5.png">
<hr>
Re-enter the new PIN.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/13357390531597" alt="mceclip6.png">
<hr>
Success! Your PIN has been updated!
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/13357391884557" alt="mceclip7.png">

How do I change my PIN?

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 </a><a href="https://help.setel.com/article/4413021810701/setel-e-kyc-wallet-and-spending-limit-upgrade-in-setel-app" target="_self">upgrade </a>page.
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FAQ
 
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>
<h4> </h4>
<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

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

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<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.
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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?

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"> 
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

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?

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?

<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 ..

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? 

<div>
<div>
<div>Since Setel uses mobile numbers as a login ID for your Setel account, we will first need to verify your request to change your mobile number for security purposes. To begin the process of changing your mobile number, fill in the form below:</div>
</div>
</div>
<section><iframe id="iframeSubmitform" class="w-full min-h-[300px] max-h-full" src="/article/submit-form"></iframe></section>

How do I change my mobile number?

Launch the Setel app and tap on More.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/13278424475533" alt="mceclip0.png">
<hr>
Tap on Personal information.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/13278821469197" alt="mceclip1.png">
<hr>
Enter your PIN number.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/13278873870861" alt="mceclip3.png">
<hr>
Tap on the detail you wish to change.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/13278850599309" alt="mceclip5.png">
<hr>
Edit and tap UPDATE to confirm changes.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/13278851341453" alt="mceclip6.png">
 
*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?

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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