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?

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?

<a href="https://help.setel.com/article/20322246908941/what-is-my-wallet-limit-and-spending-limit-if-i-use-both-the-setel-app-and-the-setel-lite-app">English</a> | <a href="https://help.setel.com/article/21852931404941/%E5%BD%93%E6%88%91%E9%AA%8C%E8%AF%81%E6%88%91%E7%9A%84%E8%B4%A6%E6%88%B7-%E6%89%A7%E8%A1%8C-e-kyc-%E9%AA%8C%E8%AF%81%E5%90%8E%E6%88%91%E7%9A%84%E9%99%90%E9%A2%9D%E4%BC%9A%E6%9C%89%E4%BB%80%E4%B9%88%E5%8F%98%E5%8C%96">中文</a>
Selepas akaun anda disahkan, had dompet anda akan dinaikkan kepada RM 5000 dan had belanja akan dinaikkan kepada RM 2000.
Baca artikel kami tentang <a href="https://help.setel.com/article/21851538508301/bagaimana-cara-untuk-mengesahkan-akaun-melengkapkan-e-kyc">cara mengesahkan akaun anda</a>.

Berapakah jumlah perubahan had saya selepas saya mengesahkan akaun/melengkapkan e-KYC?

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?

What happens after I perform e-KYC?
After you have successfully passed the e-KYC verification, the wallet limit will increase to RM5000 and the spending limit will increase to RM2000. 
For more information on how to upgrade your account and perform the e-KYC verification, you can refer to our <a href="https://help.setel.com/article/4413021810701/setel-e-kyc-wallet-and-spending-limit-upgrade-in-setel-app" target="_self" rel="undefined">wallet upgrade </a>page.
<hr>
<div class="sc-cvbbAY cDfiQI">
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 id="h_01HCHNJBJ7X8DSK4F5EA5J8Z4W"> </h4>
<h4 id="h_01HCHNJBJ7A53HT4FCKDEDGKZ2">**NOTE</h4>
Daily transaction amount limit, daily transaction count limit, and single transaction amount limit are always applied.

Wallet charge limits for e-KYC FAQ

<a href="https://help.setel.com/article/20322124795021/my-account-verification-failed-what-should-i-do">English</a> | <a href="https://help.setel.com/article/21852817732493/%E6%88%91%E7%9A%84%E8%B4%A6%E6%88%B7%E9%AA%8C%E8%AF%81%E5%A4%B1%E8%B4%A5%E4%BA%86%E6%88%91%E8%AF%A5%E6%80%8E%E4%B9%88%E5%81%9A">中文</a>
Anda boleh<a href="https://help.setel.com/article/21851538508301/bagaimana-cara-untuk-mengesahkan-akaun-melengkapkan-e-kyc"> menghantar semula butiran untuk pengesahan</a> kepada kami dengan cara yang sama seperti permohonan sebelum ini. Sila berikan kami masa sehingga 24 jam untuk membuat dan meluluskan pengesahan.
Apabila anda menghantar semula butiran, sila pastikan anda:
<ol>
<li>Menghantar dokumen pengenalan yang sah (KP). Kami hanya menerima MyKad, MyPR dan MyTentera.</li>
<li>Keluarkan KP anda daripada sebarang sarung.</li>
<li>Imbas KP anda di kawasan yang terang tanpa cahaya terus yang menyebabkan silau.</li>
<li>Imbas KP anda di atas permukaan berwarna kontra tanpa garisan untuk tampak lebih jelas.</li>
<li>Memiliki sambungan internet yang stabil untuk memuat naik dokumen.</li>
</ol>

Pengesahan akaun saya gagal, apa perlu saya buat? 

<a href="https://help.setel.com/article/360057590992/how-do-i-change-my-mobile-number">English</a> | <a href="https://help.setel.com/article/21852954388493/%E5%A6%82%E4%BD%95%E6%9B%B4%E6%94%B9%E6%88%91%E7%9A%84%E6%89%8B%E6%9C%BA%E5%8F%B7%E7%A0%81">中文</a>
Bagi tujuan keselamatan, kami perlu mengesahkan permohonan untuk menukar nombor telefon anda kerana akaun Setel menggunakan nombor telefon sebagai ID log masuk. Untuk memulakan proses penukaran nombor telefon anda, isikan borang berikut:

Bagaimana cara menukar nombor telefon saya?

Simple!
<ol>
<li>First, download and launch the Setel app.</li>
<li>Once the app is launched, click Register.</li>
<li>Enter your mobile number. An OTP will be sent to the number.</li>
<li>Enter the OTP (if it is not done automatically).</li>
<li>Fill in your full name and email address. You can also include a promo code (optional).</li>
<li>Create a 6-digit PIN.</li>
</ol>
Congratulations! You have successfully created an account.

How do I register an account with Setel?

<a href="https://help.setel.com/article/13842581073165/how-do-i-verify-my-account-perform-e-kyc">English</a> | <a href="https://help.setel.com/article/21852806911117/%E5%A6%82%E4%BD%95%E9%AA%8C%E8%AF%81%E6%88%91%E7%9A%84%E8%B4%A6%E6%88%B7-%E6%89%A7%E8%A1%8C-e-kyc">中文</a>
Jika anda tidak dapat melaksanakan e-KYC, cuba kemas kini app anda kepada versi terkini.
 
Terdapat beberapa cara untuk mengesahkan akaun anda di aplikasi Setel.
<h1 id="h_01HA91543NWKH0CY69CX2N4VKX">Melalui tab Bayar </h1>
Buka aplikasi Setel dan sentuh Bayar.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/21851571235085" alt="Homepage.png">
<hr>
Skrol ke bawah dan sentuh Kemas kini sekarang.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/21851554474765" alt="Pay tab.png">
<hr>
Sentuh Kemas kini sekarang.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/21851544814093" alt="Upgrade banner.png">
<hr>
Sentuh Mula.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/21851538481549" alt="Start ekyc.png">
 
<h1 id="01HCY53R2ER9915QQ7DZ6RA0TT">
Melalui tab Profil 
</h1>
Buka aplikasi Setel dan sentuh Profil.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/21851554480141" alt="One tap fueling- Home.png">
<hr>
 Sentuh cara Pembayaran.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/21851522057997" alt="Payment methods (1).png">
<hr>
Sentuh Kemas kini sekarang.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/21851571246221" alt="Payment methods.png">
<hr>
Sentuh Kemas kini sekarang.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/21851544814093" alt="Upgrade banner.png">
<hr>
Sentuh Mula.
 <img src="https://setelappsupport.zendesk.com/hc/article_attachments/21851538481549" alt="Start ekyc.png">
 
<h1 id="01HCY541WRZWHF4HKHX4KP86R5">
Melalui baki Dompet 
</h1>
Sentuh ikon baki dompet/Setel.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/21851585829133" alt="Tap Setel icon.png">
<hr>
Sentuh Kemas kini sekarang.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/21851544836877" alt="Entry 2.png">
<hr>
Sentuh Kemas kini sekarang.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/21851544814093" alt="Upgrade banner.png">
<hr>
Sentuh Mula.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/21851538481549" alt="Start ekyc.png">

Bagaimana cara untuk mengesahkan akaun/melengkapkan e-KYC?

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

<div>
<div>
<div>
<a href="https://help.setel.com/article/21851596979085/bagaimana-cara-menukar-nombor-telefon-saya">Bahasa Melayu</a> | <a href="https://help.setel.com/article/21852954388493/%E5%A6%82%E4%BD%95%E6%9B%B4%E6%94%B9%E6%88%91%E7%9A%84%E6%89%8B%E6%9C%BA%E5%8F%B7%E7%A0%81">中文</a>
</div>
<div>Please note that this process is not automated and may take up to 3 business days to process.</div>
<div> </div>
<div>Once the form is submitted, an agent will follow up with your request via email. If you have any further enquiries, you can ask them via that email.</div>
<div> </div>
<div>Since Setel uses mobile numbers as a login ID for your Setel account, we will need to verify your request to change your mobile number for security purposes.</div>
<div> </div>
<div>To begin the process of changing your mobile number, fill in the form below:</div>
</div>
</div>

How do I change my mobile number?

<a href="https://help.setel.com/article/21851659676941/bagaimana-cara-menukar-kod-laluan-saya">Bahasa Melayu</a> | <a href="https://help.setel.com/article/21852926287629/%E5%A6%82%E4%BD%95%E6%9B%B4%E6%94%B9%E6%88%91%E7%9A%84%E6%95%B0%E5%AD%97%E5%AF%86%E7%A0%81">中文</a>
Open the Setel app and tap on Profile.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/18215877690253" alt="1.png">
<hr>
Scroll down to Settings and tap Security.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/18215732478605" alt="2.png">
<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 my passcode?

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?

<a href="https://help.setel.com/article/21852737690637/pengesahan-akaun-saya-gagal-apa-perlu-saya-buat">Bahasa Melayu</a> | <a href="https://help.setel.com/article/21852817732493/%E6%88%91%E7%9A%84%E8%B4%A6%E6%88%B7%E9%AA%8C%E8%AF%81%E5%A4%B1%E8%B4%A5%E4%BA%86%E6%88%91%E8%AF%A5%E6%80%8E%E4%B9%88%E5%81%9A">中文</a>
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? 

You do not need 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> to change your mobile number.

I have lost access to my old mobile number and want to change my mobile number. Can I delete my account?

<a href="https://help.setel.com/article/360042220011/how-do-i-change-my-passcode">English</a> | <a href="https://help.setel.com/article/21852926287629/%E5%A6%82%E4%BD%95%E6%9B%B4%E6%94%B9%E6%88%91%E7%9A%84%E6%95%B0%E5%AD%97%E5%AF%86%E7%A0%81">中文</a>
Buka aplikasi Setel dan sentuh Profil.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/21851661332877" alt="1.png">
<hr>
Skrol ke Tetapan dan sentuh Keselamatan.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/21851659652365" alt="2.png">
<hr>
Sentuh Tukar kod laluan.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/21851643836429" alt="3.png">
<hr>
Masukkan kod pengesahan yang dihantar ke e-mel anda.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/21851677233805" alt="4.png">
<hr>
Masukkan kod laluan baharu.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/21851661342605" alt="5.png">
<hr>
Masukkan semula kod laluan baharu.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/21851661347469" alt="6.png">
<hr>
Mesej akan dipaparkan sebaik sahaja kod laluan anda berjaya dikemas kini.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/21851651378189" alt="7.png">

Bagaimana cara menukar kod laluan saya?

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> or contacting us through <a href="http://wa.me/60189881333">Whatsapp</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?

<a href="https://help.setel.com/article/360057590992/how-do-i-change-my-mobile-number">English</a> | <a href="https://help.setel.com/article/21851596979085/bagaimana-cara-menukar-nombor-telefon-saya">Bahasa Melayu</a>
由于 Setel 使用手机号码作为您 Setel 账户的登录 ID，因此出于安全考虑，我们首先需要验证您更改手机号码的要求。 请填写以下表格，以更改您的手机号码：

如何更改我的手机号码？

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)?

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 your Android operating system (OS) version is not supported, you will not be able to maintain your transaction limits.
Your daily and single transaction limits will be reduced according to the BNM guidelines.
Please update your Android OS or use a supported device to continue enjoying the latest features on the Setel app.

I can’t update my Android OS, can I still maintain my transaction limits?

If you’re on an unsupported version of the Android operating system, your daily transaction limit and single transaction limit will be reduced to RM200 (as per BNM guidelines).

Why should I update my Android OS?

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?

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 More in the Setel app.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/16563820285325">
<hr>
Tap Personal information.
     <img src="https://setelappsupport.zendesk.com/hc/article_attachments/16563791910157">
<hr>
Tap Delete account.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/16563792221197">
<hr>
Tap Continue.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/16563816383629">
<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/16563807863181">
<hr>
Enter the reason for deleting your account and tap Continue.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/16563824022157">
<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/16563836563341">
<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/16564069409549">
<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/16563832071693">
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?

<a href="https://help.setel.com/article/21852636486797/mengapa-saya-tidak-boleh-mengesahkan-akaun-melengkapkan-e-kyc-di-aplikasi-setel">Bahasa Melayu</a> | <a href="https://help.setel.com/article/21853073867533/%E4%B8%BA%E4%BB%80%E4%B9%88%E6%88%91%E6%97%A0%E6%B3%95%E5%9C%A8-setel-%E5%BA%94%E7%94%A8%E7%A8%8B%E5%BA%8F%E9%AA%8C%E8%AF%81%E6%88%91%E7%9A%84%E8%B4%A6%E6%88%B7-%E6%89%A7%E8%A1%8C-e-kyc">中文</a>
The verification process might be disabled if your app is not updated to the latest version for security reasons. Please update your app to the latest version before retrying.

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

Not if your app version is no longer supported. For security concerns, outdated versions of the app are not allowed to use Setel's feature until it has been updated.

Can I refuel with Setel before updating the app?

Yes. In order to keep enjoying services provided by Setel, you are required to update your app version to the latest version for security reasons.

Is app version update mandatory?

<a href="https://help.setel.com/article/21851538508301/bagaimana-cara-untuk-mengesahkan-akaun-melengkapkan-e-kyc">Bahasa Melayu</a> | <a href="https://help.setel.com/article/21852806911117/%E5%A6%82%E4%BD%95%E9%AA%8C%E8%AF%81%E6%88%91%E7%9A%84%E8%B4%A6%E6%88%B7-%E6%89%A7%E8%A1%8C-e-kyc">中文</a>
If you cannot perform e-KYC, try updating your app to the latest version.
 
There are a few ways to verify your account on the Setel app.
<h1 id="h_01HA91543NWKH0CY69CX2N4VKX">Through the Pay tab </h1>
Launch the Setel app and tap Pay.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/19481173655053" alt="Homepage.png">
<hr>
Scroll down and tap on Upgrade now.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/19481173656461" alt="Pay tab.png">
<hr>
Tap Upgrade now.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/19481173657997" alt="Upgrade banner.png">
<hr>
Tap Start.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/19481188013453" alt="Start ekyc.png">
 
<h1 id="01HCY53R2ER9915QQ7DZ6RA0TT">
Through the Profile tab 
</h1>
Launch the Setel app and tap Profile.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/19481173658637" alt="One tap fueling- Home.png">
<hr>
 Tap Payment methods.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/20451052935181" alt="Payment methods (1).png">
<hr>
Tap Upgrade now.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/19481188018957" alt="Payment methods.png">
<hr>
Tap Upgrade now.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/19481173657997" alt="Upgrade banner.png">
<hr>
Tap Start.
 <img src="https://setelappsupport.zendesk.com/hc/article_attachments/19481188013453" alt="Start ekyc.png">
 
<h1 id="01HCY541WRZWHF4HKHX4KP86R5">
Through the Wallet balance 
</h1>
Tap your wallet balance/Setel icon.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/19481173660685" alt="Tap Setel icon.png">
<hr>
Tap Upgrade now.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/19481173662477" alt="Entry 2.png">
<hr>
Tap Upgrade now.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/19481173657997" alt="Upgrade banner.png">
<hr>
Tap Start.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/19481188013453" alt="Start ekyc.png">

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

<a href="https://help.setel.com/article/20322124795021/my-account-verification-failed-what-should-i-do">English</a> | <a href="https://help.setel.com/article/21852737690637/pengesahan-akaun-saya-gagal-apa-perlu-saya-buat">Bahasa Melayu</a>
您可以使用与上一次请求相同的步骤，<a href="https://help.setel.com/article/21852806911117/%E5%A6%82%E4%BD%95%E9%AA%8C%E8%AF%81%E6%88%91%E7%9A%84%E8%B4%A6%E6%88%B7-%E6%89%A7%E8%A1%8C-e-kyc">重新提交您的资料给我们，以进行验证</a>。 请给我们最多 24 小时的时间来进行验证和批准。
当您重新提交您的资料时，请确保您:
<ol>
<li>提交有效身份证件 (ID)。 我们只接受 MyKad、MyPR 和 MyTentera。</li>
<li>取下身份证上的任何证件套。</li>
<li>在光线充足、无直射光的地方扫描您的身份证件，以避免眩光。</li>
<li>在色彩对比度较高、没有网格线的背景下扫描您的身份证，以提高可见度。</li>
<li>在网络连接稳定的地方，以顺利上传您的证件。</li>
</ol>

我的账户验证失败了，我该怎么做？ 

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 ignore this issue as your number may have been entered accidentally when a Setel user was entering their own number.

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

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 class="shrinkToFit transparent" src="https://www.setel.com/wp-content/uploads/2022/11/Fuel-Step-1-new.png" alt="https://www.setel.com/wp-content/uploads/2022/11/Fuel-Step-1-new.png" width="434" height="926">
<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="434" height="926">
<hr>
Enter your 6-digit PIN.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/17271389034253">
<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="434" height="926">
<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="434" height="926">

How do I refuel using the Setel app?

<a href="https://help.setel.com/article/20322143666829/why-cant-i-verify-my-account-perform-e-kyc-on-the-setel-app">English</a> | <a href="https://help.setel.com/article/21853073867533/%E4%B8%BA%E4%BB%80%E4%B9%88%E6%88%91%E6%97%A0%E6%B3%95%E5%9C%A8-setel-%E5%BA%94%E7%94%A8%E7%A8%8B%E5%BA%8F%E9%AA%8C%E8%AF%81%E6%88%91%E7%9A%84%E8%B4%A6%E6%88%B7-%E6%89%A7%E8%A1%8C-e-kyc">中文</a>
Proses pengesahan mungkin disekat jika aplikasi anda tidak dikemas kini ke versi terbaru bagi tujuan keselamatan. Sila kemas kini aplikasi anda ke versi terbaru sebelum mencuba semula.

Mengapa saya tidak boleh mengesahkan akaun/melengkapkan e-KYC di aplikasi Setel?

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?

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?

<a href="https://help.setel.com/article/20971547532557/why-cant-i-update-my-identity-card-number-nric">English</a> | <a href="https://help.setel.com/article/21852875592845/%E4%B8%BA%E4%BB%80%E4%B9%88%E6%88%91%E6%97%A0%E6%B3%95%E6%9B%B4%E6%96%B0%E6%88%91%E7%9A%84%E8%BA%AB%E4%BB%BD%E8%AF%81%E5%8F%B7%E7%A0%81-nric">中文</a>
Anda tidak boleh menukar/membetulkan nombor atau nama pada kad pengenalan (KP) anda sebaik sahaja akaun anda disahkan/anda telah membuat e-KYC.

Mengapa saya tidak boleh mengemas kini nombor kad pengenalan (KP) saya?

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?

The automated suspension will activate if you
<ul class="ak-ul" data-indent-level="1">
<li>
have not done e-KYC
</li>
<li>
AND, have spent more than
<ul class="ak-ul" data-indent-level="2">
<li>
RM 50,000 annually (1st Jan - 31st Dec of the particular year)
</li>
<li>
OR RM 5,000 monthly (1st of the month - last day of the month)
</li>
</ul>
</li>
</ul>
excluding transactions that are allowed to be removed from the limit checks eg. insurance.

Why is my account suspended?

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?

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:
<ol>
<li>Open the Setel app.</li>
<li>Tap More located at the bottom right.</li>
<li>Tap Send feedback under the Support tab.</li>
<li>Select the feature you want to give feedback on and share your feedback.</li>
<li>Tap Submit and your feedback will be sent to the relevant team.</li>
</ol>
We always welcome feedback to help continuously improve our products and services.

How can I give feedback on Setel?

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?

If you are on a supported phone operating system, your wallet limit and spending limit will be determined based on your account verification status.
If your account is not verified, your wallet limit is RM 500 and your spending limit is RM 500.
If your account is verified, your wallet limit will be RM 5000 and your spending limit will be 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> to verify your account today!

What happens to my wallet limit and spending limit after I upgrade to a supported Android version?

Of course!
Tap Profile. 
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/20151351716493" alt="One tap fueling- Home.png">
<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?

What if I don't update my app?
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>
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.
<hr>
How do I update the app?
Check out our <a href="https://help.setel.com/article/360030774371/how-do-i-update-the-setel-app">How do I update the Setel app</a> article.

Sunset app below 1.91.0 FAQ

Your Setel app might be outdated.
Please update your app to the latest version (above 1.89) and log in again.

I am on a supported Android operating system (OS) but why is my single transaction limit and daily transaction limit still RM200?

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 seeing a timing error, this is likely due to the time set on your device being out of sync from the time on our system. As a result, access is denied for security reasons.
This issue can be resolved by setting the time on your device to automatic and letting it synchronise with Internet time.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/16661392140301">

Why am I getting a timing error?

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?

<a href="https://help.setel.com/article/20322246908941/what-is-my-wallet-limit-and-spending-limit-if-i-use-both-the-setel-app-and-the-setel-lite-app">English</a> | <a href="https://help.setel.com/article/21851956192141/berapakah-jumlah-perubahan-had-saya-selepas-saya-mengesahkan-akaun-melengkapkan-e-kyc">Bahasa Melayu</a>
当您的账户验证后，您的钱包限额将提高至 RM5000，而消费限额则会提高至 RM2000。
请查看我们<a href="https://help.setel.com/article/21852806911117/%E5%A6%82%E4%BD%95%E9%AA%8C%E8%AF%81%E6%88%91%E7%9A%84%E8%B4%A6%E6%88%B7-%E6%89%A7%E8%A1%8C-e-kyc">如何验证您的账户</a>的文章。

当我验证我的账户 / 执行 e-KYC 验证后，我的限额会有什么变化？

<a href="https://help.setel.com/article/360042220011/how-do-i-change-my-passcode">English</a> | <a href="https://help.setel.com/article/21851659676941/bagaimana-cara-menukar-kod-laluan-saya">Bahasa Melayu</a>
打开 Setel 应用程序，并点击个人资料。
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/21852909969933" alt="1.png">
<hr>
向下滑动至设置，并点击安全。
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/21852958469645" alt="2.png">
<hr>
点击更改数字密码。
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/21852914653453" alt="Security - Change passcode.png">
<hr>
输入发送至您电邮的验证码。
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/21852909978253" alt="4.png">
<hr>
输入新密码。
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/21852958476941" alt="5.png">
<hr>
重新输入新密码。
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/21852914657677" alt="6.png">
<hr>
密码成功更新后，将显示一条消息。
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/21852900342797" alt="7.png">

如何更改我的数字密码？

<a href="https://help.setel.com/article/20322015296909/why-should-i-verify-my-account-complete-e-kyc-verification">English</a> | <a href="https://help.setel.com/article/21852994203789/%E4%B8%BA%E4%BB%80%E4%B9%88%E8%A6%81%E9%AA%8C%E8%AF%81%E6%88%91%E7%9A%84%E8%B4%A6%E6%88%B7-%E5%AE%8C%E6%88%90-e-kyc-%E9%AA%8C%E8%AF%81">中文</a>
Pengesahan akaun membolehkan anda menambah had dompet kepada RM 5000 dan had belanja sehingga RM 2000. Ada beberapa penyertaan promosi dan acara yang memerlukan akaun anda disahkan terlebih dahulu.
Baca artikel kami tentang <a href="https://help.setel.com/article/21851538508301/bagaimana-cara-untuk-mengesahkan-akaun-melengkapkan-e-kyc">cara mengesahkan akaun anda</a>.

Mengapa saya perlu sahkan akaun/lengkapkan pengesahan e-KYC?

<a href="https://help.setel.com/article/20322015296909/why-should-i-verify-my-account-complete-e-kyc-verification">English</a> | <a href="https://help.setel.com/article/21852526401421/mengapa-saya-perlu-sahkan-akaun-lengkapkan-pengesahan-e-kyc">Bahasa Melayu</a>
验证您的账户后，您的钱包限额将提高至 RM5000，而消费限额则提高至 RM2000。 某些促销和活动可能需要验证您的账户才能参与。
请查看我们<a href="https://help.setel.com/article/21852806911117/%E5%A6%82%E4%BD%95%E9%AA%8C%E8%AF%81%E6%88%91%E7%9A%84%E8%B4%A6%E6%88%B7-%E6%89%A7%E8%A1%8C-e-kyc">如何验证您的账户</a>的文章。

为什么要验证我的账户 / 完成 e-KYC 验证？

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.

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

<a href="https://help.setel.com/article/13842581073165/how-do-i-verify-my-account-perform-e-kyc">English</a> | <a href="https://help.setel.com/article/21851538508301/bagaimana-cara-untuk-mengesahkan-akaun-melengkapkan-e-kyc">Bahasa Melayu</a> 
如果您无法执行 e-KYC，请尝试将您的应用程序更新到最新版本。
 
在 Setel 应用程序里有几种方法可以验证您的账户。
<h1 id="h_01HA91543NWKH0CY69CX2N4VKX">通过 “付款” 选项卡 </h1>
启动 Setel 应用程序，并点击付款。
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/21852838387981" alt="Homepage.png">
<hr>
向下滑动，并点击马上升级。
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/21852811213581" alt="Pay tab.png">
<hr>
点击马上升级。
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/21852823731725" alt="Upgrade banner.png">
<hr>
点击开始。
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/21852806881037" alt="Start ekyc.png">
 
<h1 id="01HCY53R2ER9915QQ7DZ6RA0TT">
通过个人资料选项卡 
</h1>
启动 Setel 应用程序，并点击个人资料。
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/21852811220109" alt="One tap fueling- Home.png">
<hr>
 点击付款方式。
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/21852797320205" alt="Payment methods (1).png">
<hr>
点击马上升级。
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/21852806889485" alt="Payment methods.png">
<hr>
点击马上升级。
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/21852823731725" alt="Upgrade banner.png">
<hr>
点击开始。
 <img src="https://setelappsupport.zendesk.com/hc/article_attachments/21852806881037" alt="Start ekyc.png">
 
<h1 id="01HCY541WRZWHF4HKHX4KP86R5">
通过 “钱包余额” 选项卡 
</h1>
点击钱包余额 / Setel 图标。
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/21852811231501" alt="Tap Setel icon.png">
<hr>
点击马上升级。
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/21852797330957" alt="Entry 2.png">
<hr>
点击马上升级。
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/21852823731725" alt="Upgrade banner.png">
<hr>
点击开始。
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/21852806881037" alt="Start ekyc.png">

如何验证我的账户 / 执行 e-KYC？

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

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

If you see messages like Error: Blocked Device or Forbidden, there is a chance your device has been modified.
<h1>How to fix my modified device
</h1>
<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 noreferrer">     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 noreferrer">     1. Download, install, and open SuperSU.</a>
     2. In the app, go to Settings and click on Full Unroot.
 
<h2>Apple iOS</h2>
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?

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?

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?

Unfortunately, you will not be able to continue using the Setel app.
To continue enjoying Setel's feature, please update your app to the latest version. Our app updates regularly to bring you the latest features and security updates to keep you safe.

What if I don't update my app?

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?

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?

Setel app supports the following device/OS versions.
<ol>
<li>iOS version 11 and above.</li>
<li>Android OS version 5 and above.</li>
<li>Huawei Harmony OS version 3 and above.</li>
</ol>
Do note that the app must be updated to the latest version to enjoy the services provided by Setel.
For our sister app Setel Lite, Android versions 4.4 and above are supported.
 
However, according to the Bank Negara Malaysia (BNM) guidelines, Android versions lower than version 10 will be restricted with some limitations.
You can learn more at our <a href="https://help.setel.com/article/4555339519885/unsupported-android-version-faq">Unsupported Android version FAQ article</a>.

What Operating System (OS) version is needed to use the Setel app?

I’m using Android version 10, and have completed e-KYC. Why have my daily and single transaction limits been reduced to RM200?
Your limits will be reduced according to the BNM guidelines if you are on an unsupported Android version/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 versions 11 and above are supported.
<hr>
I’m using an unsupported Android version and I have completed e-KYC, will my daily and single transaction limit be restored if I move to iOS?
Yes.
Your limits will be restored based on your e-KYC status (approved or incomplete).
<hr>
Why should I update my Android OS? 
If you’re on an unsupported Android version, your daily transaction limit and single transaction limit will be reduced to RM200 (as per BNM guidelines).
<hr>
I can’t update my Android OS, can I still maintain my transaction limits? 
No.
Your daily and single transaction limits will be reduced according to the BNM guidelines.
Please update your Android OS or use a supported device to continue enjoying the latest features on the Setel app.
<hr>
I am on a supported Android OS but why are my single transaction limit and daily transaction limit still RM200?
Please update your app to the latest version and log in again.

Unsupported Android version FAQ

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?

Yes.
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 and no longer want to use Setel. Can I still delete my account?

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 *unsupported Android version 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?

No.
All transactions are checked against all the limits applicable. 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?

You can set your 6-digit passcode through the Setel app or the <a href="http://setel.com/">Setel website</a>.
<h3>Setel app</h3>
For first-time users, you will be prompted to set up a 6-digit passcode to secure your payment.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/11657537853325" alt="mceclip0.png">
<h3>Setel web</h3>
Login to <a href="https://www.setel.com/">Setel.</a>
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/11657596030605" alt="mceclip1.png">
<div class="css-lmzmsq" data-media-caption="true" data-testid="media-caption" data-renderer-start-pos="1901">Go to your Account and then Security.
</div>
<div class="css-lmzmsq" data-media-caption="true" data-testid="media-caption" data-renderer-start-pos="1901"><img src="https://setelappsupport.zendesk.com/hc/article_attachments/11657637025677" alt="mceclip2.png"></div>
<div class="css-lmzmsq" data-media-caption="true" data-testid="media-caption" data-renderer-start-pos="1901">
<div class="css-lmzmsq" data-media-caption="true" data-testid="media-caption" data-renderer-start-pos="1940">Click Create passcode.
</div>
<div class="css-lmzmsq" data-media-caption="true" data-testid="media-caption" data-renderer-start-pos="1940"><img src="https://setelappsupport.zendesk.com/hc/article_attachments/11657652494733" alt="mceclip3.png"></div>
</div>

How do I set up my 6-digit passcode?

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?

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?

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 June 2022, only Android OS versions 10 and above are supported.

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

Turning on 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? 

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?

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" 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" 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" 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" alt="mceclip3.png" width="266" height="239">

How do I update 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?

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?

<a href="https://help.setel.com/article/21852526401421/mengapa-saya-perlu-sahkan-akaun-lengkapkan-pengesahan-e-kyc">Bahasa Melayu</a> | <a href="https://help.setel.com/article/21852994203789/%E4%B8%BA%E4%BB%80%E4%B9%88%E8%A6%81%E9%AA%8C%E8%AF%81%E6%88%91%E7%9A%84%E8%B4%A6%E6%88%B7-%E5%AE%8C%E6%88%90-e-kyc-%E9%AA%8C%E8%AF%81">中文</a>
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>.

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

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)?

<a href="https://help.setel.com/article/20971547532557/why-cant-i-update-my-identity-card-number-nric">English</a> | <a href="https://help.setel.com/article/21852672001421/mengapa-saya-tidak-boleh-mengemas-kini-nombor-kad-pengenalan-kp-saya">Bahasa Melayu</a>
您的账户一旦通过验证 / 您已执行 e-KYC 操作，您将无法更改 / 修改您的身份证号码 (NRIC) 或姓名。

为什么我无法更新我的身份证号码 (NRIC)？

<a href="https://help.setel.com/article/20322143666829/why-cant-i-verify-my-account-perform-e-kyc-on-the-setel-app">English</a> | <a href="https://help.setel.com/article/21852636486797/mengapa-saya-tidak-boleh-mengesahkan-akaun-melengkapkan-e-kyc-di-aplikasi-setel">Bahasa Melayu</a>
出于安全原因，如果您的应用程序没有更新至最新版本，验证流程可能会被停用。 请将您的应用程序更新至最新版本后再重试。

为什么我无法在 Setel 应用程序验证我的账户/ 执行 e-KYC？

Kindly update your Setel app version to at least version 1.91.0 by 8th August 2022 to avoid any disrupted services in Setel.

When is the latest due date for me to update my app version?

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? 

Launch the Setel app and tap More.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/20488625269517" alt="1. Profile.png">
<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?

<a href="https://help.setel.com/article/21851956192141/berapakah-jumlah-perubahan-had-saya-selepas-saya-mengesahkan-akaun-melengkapkan-e-kyc">Bahasa Melayu</a> | <a href="https://help.setel.com/article/21852931404941/%E5%BD%93%E6%88%91%E9%AA%8C%E8%AF%81%E6%88%91%E7%9A%84%E8%B4%A6%E6%88%B7-%E6%89%A7%E8%A1%8C-e-kyc-%E9%AA%8C%E8%AF%81%E5%90%8E%E6%88%91%E7%9A%84%E9%99%90%E9%A2%9D%E4%BC%9A%E6%9C%89%E4%BB%80%E4%B9%88%E5%8F%98%E5%8C%96">中文</a>
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?

Launch the Setel app and tap More.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/15235372744461">
Tap Security.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/15235475834381">
Tap on the radio button to enable biometrics.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/15235927590669">
Enter your passcode.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/15235858431629">
Record your biometric (Face ID, Touch ID, fingerprints, etc).
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/15235877958029" width="326" height="571"> <img src="https://setelappsupport.zendesk.com/hc/article_attachments/15235859339149" width="323" height="569">
Your biometric verification is now activated.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/15235880105485">

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

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?

If you are experiencing connection issues while using the Setel app, check out our <a href="https://help.setel.com/article/9490380890637/what-is-setel-lite">Setel Lite</a> app.
Setel Lite is designed for budget smartphones and for those who have slow/bad mobile internet connection while still offering a complete <a href="https://help.setel.com/article/9490448717325/how-do-i-refuel-using-setel-lite">refuelling experience</a>.

What do I do if the Setel app is not loading?

How do I delete my account?
You can refer to our <a href="https://help.setel.com/article/12706673732749/how-do-i-delete-my-account">How do I delete my account article</a>.
<hr>
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

<a href="https://help.setel.com/article/21852672001421/mengapa-saya-tidak-boleh-mengemas-kini-nombor-kad-pengenalan-kp-saya">Bahasa Melayu</a> | <a href="https://help.setel.com/article/21852875592845/%E4%B8%BA%E4%BB%80%E4%B9%88%E6%88%91%E6%97%A0%E6%B3%95%E6%9B%B4%E6%96%B0%E6%88%91%E7%9A%84%E8%BA%AB%E4%BB%BD%E8%AF%81%E5%8F%B7%E7%A0%81-nric">中文</a>
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)?

eBeliaRahmah FAQ

eBeliaRahmah FAQ (English)

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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