<span data-sheets-value="{&quot;1&quot;:2,&quot;2&quot;:&quot;Please be advised, RM1.00 will be deducted to make sure your credit/debit card is active. Don't worry, the RM1.00 amount will be returned back to you within 14 working days.&quot;}" data-sheets-userformat='{"2":513,"3":{"1":0},"12":0}'>A charge of RM1.00 will be deducted to determine if your credit/debit card is active. 
<span data-sheets-value="{&quot;1&quot;:2,&quot;2&quot;:&quot;Please be advised, RM1.00 will be deducted to make sure your credit/debit card is active. Don't worry, the RM1.00 amount will be returned back to you within 14 working days.&quot;}" data-sheets-userformat='{"2":513,"3":{"1":0},"12":0}'>Don't worry, the RM1.00 amount will be returned back to you within 14 business days.

Why have I been charged RM 1.00 upon linking my credit/debit card? 

Tap Pay. 
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/20488523347469" alt="1.Pay Kedai Mesra.png">
<hr>
Show the barcode to the cashier to scan.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/20488523350413" alt="2.Pay Kedai Mesra.png">
Once the transaction is complete, your e-receipt will be generated and your Mesra points will be granted accordingly. You can <a href="https://help.setel.com/article/360013006051/how-can-i-view-the-transaction-history">find the receipt of all your transactions at the payment history page</a>.

How do I pay for my Kedai Mesra purchases with Setel?

Some banks have replaced the usage of OTP with app authentication instead. If your bank is using app authentication, you will need to approve the transaction from the bank's app. No OTP will be required.

Why did I not receive my one-time password (OTP)?

I had submitted my receipt a few days before the submit receipt feature was disabled, will I still get my Mesra points? 
Yes. 
Your Mesra points will be granted after the successful verification of your physical receipts.
<hr>
What are the top-up options available on Setel? 
You can top up your Setel Wallet via online banking (i.e CIMB Clicks, PBe, Maybank2u, etc.), Boost e-Wallet, Gradpay, cash top-up at the PETRONAS stations, or Setel e-vouchers. 
<hr>
How do I top up my Setel Wallet? 
<ol>
<li>Launch the Setel App.</li>
<li>Click on More on the bottom right.</li>
<li>Select Payment methods.</li>
<li>Select Top-up and choose your preferred method.</li>
<li>Enter your preferred amount.</li>
</ol>
You can also refer to our video tutorial on <a href="https://www.youtube.com/shorts/N_krFzxOtd0" target="_self">how to top up</a>.
<hr>
How do I link my credit card to the CardTerus feature? 
<ol>
<li>Click on the Setel icon at the top right of the homepage.</li>
<li>Select Add new credit or debit card.</li>
<li>Enter your card details and click on Add card.</li>
<li>The card is now linked for usage.</li>
</ol>
You can also refer to our video tutorial on <a href="https://youtu.be/qPAWzoMANPY" target="_self">how to use the Card Terus feature</a>.
<hr>
I do not know how to use Setel to pay for fuel or Kedai Mesra items at the station, what should I do? 
You will need to have enough balance in your Setel Wallet. You can top-up your wallet through the top-up methods in the Setel App or by using cash at a PETRONAS station nationwide.
Topping up Setel Wallet with cash
<ol>
<li> Hand the cashier the amount you wish to top up.</li>
<li>The cashier will return a receipt with a top-up code for the amount.</li>
<li>Launch the Setel App.</li>
<li>Select Pay and click the Top-up button.</li>
<li>Scroll down and select Vouchertop-up.</li>
<li>Enter the top-up code from the receipt.</li>
<li>The amount will reflect in your Setel Wallet.</li>
</ol>
For more info on cash top-ups, please refer to our <a href="https://www.setel.com/promotions/cash-top-up" target="_self">cash top-up</a> page.
 
Paying for fuel with Setel
<ol>
<li>Park your vehicle next to a pump at a PETRONAS station.</li>
<li>Launch the Setel App.</li>
<li>Select Purchase Fuel.</li>
<li>Select your pump number.</li>
<li>Proceed to leave the vehicle to refuel (leave your phone in the vehicle).</li>
</ol>
You can also refer to our video tutorial on <a href="https://www.youtube.com/shorts/8pJ9qmHd_FM" target="_self">how to refuel with Setel</a>.
 
Paying for Kedai Mesra items with Setel
<ol>
<li>Bring your items to the cashier.</li>
<li>Launch the Setel App.</li>
<li>Select Pay.</li>
<li>Let the cashier scan the barcode.</li>
<li>The e-receipt will appear on your Setel App.</li>
</ol>
<hr>
I still have my receipts to submit but the feature is no longer available, what should I do? 
If you encounter issues with the Setel App at the stations, then you can submit your receipts within 7 days after the purchase date. Once the receipt is verified, the points will be granted to your account.
Otherwise, physical receipts submitted starting 7th March without proper reasons will not be processed. 
<hr>
The spending limit and wallet limit is too small in the app, it doesn't fit my needs. 
Kindly perform the e-KYC verification and upgrade your Setel account to enjoy up to RM5000 wallet limit and RM2000 transaction limit in a day. 
You can also refer to our video tutorial on <a href="https://www.youtube.com/shorts/B2GGBBnifCw" target="_self">how to verify your Setel account</a>.
<hr>
Are there other ways to earn Mesra points without the Setel App? 
You can swipe your physical Mesra card at PETRONAS stations and earn 1x Mesra point* with every litre of fuel you purchased.
Get up to 3x Mesra points when you refuel with Setel! 
Spend more and level up your Mesra membership with Setel at PETRONAS stations today. 
For more information, kindly visit our <a href="https://www.setel.com/promotions/mesra-membership" target="_self">Mesra promotion page</a>. 
<hr>
Why is Setel disabling the submission of the physical receipt feature in the app?
To provide a more seamless and hassle-free experience for our customers, earning and redemption of Mesra points are now automated on the Setel App. 
You can earn up to 3x Mesra points with every litre of fuel purchased via the Setel App. 
For more information, kindly visit our <a href="https://www.setel.com/promotions/mesra-membership" target="_self">Mesra promotion page</a>.
<hr>
When will you start disabling the submit receipts feature on the Setel App? 
This feature will not be available starting 7 March 2022.
<hr>
What if Setel is down at the station? How do I collect my points?
Please contact our customer service at <a href="mailto:hello@setel.com">hello@setel.com</a> and provide the screenshots of your physical receipt. Please ensure that your receipt has the following information:
<ol>
<li> Name of the PETRONAS station </li>
<li> Date and time of your purchases</li>
<li> Invoice number </li>
<li> Total amount </li>
</ol>

Decommissioning of submitting receipts (Decommission date: 7th March 2022) FAQ

What are the benefits of topping up my Setel Wallet with ShopeePay?
If you love the Shopee experience and use ShopeePay for your purchases, this is another top-up method to make it more convenient for you to top up your Setel Wallet 😊 
<hr>
How do I top up my Setel Wallet with ShopeePay?
Check out our guide on <a class="external-link" href="https://help.setel.com/article/360061114772/how-do-i-top-up-my-setel-wallet" rel="nofollow">how to top up your Setel Wallet</a>.
<hr>
Can I earn Mesra points if I use ShopeePay to top up my Setel Wallet?
No. You can only earn Mesra points when you use your Setel Wallet to refuel or to purchase items, not when topping up your Setel Wallet with ShopeePay.
<hr>
Do I earn Shopee Coins when topping up my Setel Wallet with ShopeePay?
No. 
<hr>
Can I still pay with my Setel Wallet if my ShopeePay balance is low?
Yes, as long as you have enough credit in your Setel Wallet to make your payment.
Setel Wallet and ShopeePay are not automatically linked together. When using ShopeePay to top up your Setel Wallet, please ensure that there is sufficient balance in your ShopeePay wallet.
<hr>
What is the minimum top-up amount?
The minimum top-up amount per transaction for your Setel Wallet with ShopeePay is RM10.
<hr>
Why don't I see ShopeePay as a top-up method in the Setel app?
Update your Setel app to the latest version to get the ShopeePay experience. ShopeePay top-up is only supported on versions 1.104 and above on the Setel app.
<hr>
Do I need the Shopee app to be installed on my device to top up my Setel Wallet with ShopeePay?
Yes. If you attempt to use ShopeePay as a top-up method in the Setel app without having the Shopee app installed on your device, you will be redirected to either the Apple App Store or Google Play Store.

Top up Setel Wallet with ShopeePay FAQ

Unfortunately, this feature is only available through the Setel app.

How do I add my credit or debit card to Setel from the website?

Just look out for the logos of the following issuers and you will be able to scan the QR with Setel and make payments via DuitNow QR with Setel with the following issuers:
<ul>
<li>Affin Bank</li>
<li>AmBank</li>
<li>Bank Islam</li>
<li>Bank Muamalat</li>
<li>CIMB</li>
<li>HongLeong Bank</li>
<li>HSBC</li>
<li>Maybank/MAE</li>
<li>OCBC Bank</li>
<li>Public Bank</li>
<li>RHB</li>
<li>UOB</li>
<li>Boost</li>
<li>FavePay</li>
<li>Grab</li>
<li>ShopeePay</li>
<li>Touch 'n Go</li>
<li>Agro Bank</li>
</ul>

Can I make payments to all DuitNow QR merchants from any bank or e-wallet?

There are no charges or fees for any DuitNow QR transaction.

Are there additional charges incurred when using DuitNow QR?

DuitNow QR is the national QR standard that allows you to make payments to any participating bank and e-wallet merchant.

What is DuitNow QR?

Yes, you can!
Starting from version 1.126.0, you can dismiss the Refuelling in Progress screen and use other features within the Setel app. This includes paying for items with your Setel Wallet at Kedai Mesra.
And while you're shopping for snacks, we'll keep you updated on your refuelling progress by sending you a notification when it's complete. Or you can simply keep track by tapping on the fuel progress card on the Setel app home screen.
Take note that requests at the Kedai Mesra counter to refuel your vehicle and purchase items are not supported. Refuelling must be done within the app.

Can I refuel my vehicle while also purchasing items at the Kedai Mesra counter?

Launch the Setel app and tap Profile.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/18608959357965" alt="One tap fueling- Home.png">
<hr>
Tap Payment methods.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/18608959359629" alt="Payment methods (1).png">
<hr>
Tap Voucher top up under your wallet balance.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/18608959361549" alt="Voucher top up (1).png">
<hr>
Enter the voucher code and tap Redeem.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/18608959362189" alt="Redeem (1).png">
Congratulations! Your voucher is redeemed.
Do note that you are limited to 4 top-up redemptions per day.

How do I top-up using vouchers?

You will need to <a href="https://help.setel.com/article/13842581073165/how-do-i-upgrade-my-account-perform-e-kyc">perform e-KYC</a> before you can the auto top-up feature.
<ol>
<li>Tap Pay.</li>
<li>Tap Auto top-up.</li>
<li>Set your preference and tap Save.</li>
<li>A summary of your saved preferences will appear.</li>
</ol>

How do I enable auto top-up?

Yes. You will need to have at least
<ol>
<li>
RM 0.01 in your wallet if you are using Setel app version 1.133.0 and above.
</li>
<li>
RM 1.00 in your wallet if you are using Setel app version 1.132.0 and below.
</li>
</ol>

Is there a minimum wallet balance to use DuitNow QR?

You will need to be a registered user to activate your Setel Wallet.
You will need to provide your name, mobile number, email address, and promo code (if applicable).
For more information on registration, please refer to our <a href="https://help.setel.com/article/12706131960973/how-do-i-register-an-account-with-setel" target="_self" rel="undefined">registration guide</a>.

How do I activate my Setel Wallet?

iMoney or the bank will contact you directly to update the result.

How can I know if my credit card application is approved?

Please report it directly to the bank for assistance.

What should I do if my card is misplaced, lost or stolen?

CardTerus is a new payment method on Setel that allows users to pay for fuel directly with their credit/debit card, without the need to top-up their Setel Wallet. 
Users who transact with CardTerus using a qualified fuel cashback credit card can enjoy cashback benefits from their respective banks.
Check out our article on <a href="https://help.setel.com/article/360004606911/how-do-i-link-a-credit-debit-card-in-setel">how to link your credit/debit card</a>.
A list of qualified credit cards &amp; participating banks is available on the Setel website at <a href="https://www.setel.my/promotions/cardterus/">https://www.setel.my/promotions/cardterus/</a>.

What is CardTerus?

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

How do I generate e-receipts for claims?

There is no additional registration required. You will be able to scan a DuitNow QR via Setel to make payments.

Do I need to register to use DuitNow QR?

The transaction limit is applied to the account regardless of the payment method. The limit depends on the verification status of the account.
You can <a href="https://help.setel.com/article/13842581073165/how-do-i-verify-my-account-perform-e-kyc">verify your account</a> to increase your transaction limit.

What is the transaction limit on DuitNow?

A petrol credit card is a credit card that has petrol-related benefits, such as cash rebates or extra reward points when purchasing petrol. This type of credit card can help you save money on your monthly petrol expenditure.

What is a petrol credit card?

Tap on the payment method at the top right.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/13125151654541" alt="mceclip0.png">
<hr>
Tap Add new card at the bottom to add your credit/debit card.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/13125182397325" alt="mceclip2.png">
<hr>
Enter the details and click Add card.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/13125195945613" alt="mceclip3.png">
Please be advised that RM1.00 will be deducted as a pre-authorization amount to make sure your credit/debit card is active.
Don't worry, the RM1.00 amount will be returned back to you within 14 business days.
<footer>
<div class="article-footer">
<div class="article-share">
Remember to activate the online purchase settings for your debit card. Please contact your bank on how to activate this as different banks have different procedures.
</div>
</div>
</footer>

How do I link a credit/debit card in Setel?

Step 1
With the Setel app loaded on your device, tap on the Setel logo and wallet amount on the top-right corner.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/9520936250381/step_1_-_iphone.png" alt="step_1_-_iphone.png">
<hr>
Step 2
The Select payment method screen will appear.
If you have added any credit or debit cards to Setel, they will also appear on this screen.
Tap the Top-up button.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/9520937204877/step_2_-_iphone.png" alt="step_2_-_iphone.png">
<hr>
Step 3
You will be given a choice of top-up amounts.
Tap on your preferred amount.
Your preset amounts may vary from the example image due to Setel intelligently customizing them based on your preferences.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/9520892509325/step_3_-_iphone.png" alt="step_3_-_iphone.png">
<hr>
Step 4
The available top-up methods will be displayed.
If you have previously added a credit or debit card, they will also be displayed here.
Choose your preferred method, then tap Top-Up Now.
<img style="text-align: center;" src="https://setelappsupport.zendesk.com/hc/article_attachments/9545448782477/step_4_-_iphone-sp.png" alt="step_4_-_iphone-sp.png" width="348" height="753">

How do I top up my Setel Wallet?

CardTerus (debit/credit card) is temporarily unavailable for enhancement.

Why can't I use my debit/credit card?

You might have exceeded your daily top-up redemption limit.
You can only redeem up to 4 top-up vouchers a day. The limit will reset every day at 8.00 AM (GMT+8). This limit is only applicable to vouchers that add to your wallet balance.
We recommend buying Setel vouchers from the <a href="http://setel.com/PETRONAS-Shop">PETRONAS Shop</a> for a higher value per voucher (up to RM 300 per voucher) or for commercial drivers, you can consider <a href="https://help.setel.com/article/17534133689741/what-documents-do-i-need-to-register-for-a-cardless-petronas-smartpay-account">applying for Cardless SmartPay</a>.
If you have not reached your limit or can't redeem other kinds of vouchers, contact our 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.

Why can't I redeem my top-up voucher?

What are the benefits of topping up with GrabPay on Setel?
You can enjoy double the reward from both Setel and Grab!
Earn GrabRewards when you top up your Setel Wallet with GrabPay, and then once again when you pay with Setel Wallet to earn Mesra points.
<hr>
How do I top up my Setel Wallet with GrabPay?
Check out our guide on <a href="https://help.setel.com/article/360061114772/how-do-i-top-up-my-setel-wallet" target="_self">how to top up your Setel Wallet</a>.
<hr>
What is the minimum top-up amount?
The minimum amount per transaction to top up is RM10.
<hr>
Can I earn Mesra points if I use GrabPay to top up on Setel?
Mesra points will only be earned when you spend with Setel.
You will earn GrabRewards instead if you top up with GrabPay.
<hr>
I have a low balance in my GrabPay e-wallet, can I still pay with Setel?
Yes. All you need to do is top up your GrabPay wallet before you top up in the Setel App to earn the GrabRewards.
<hr>
Can I still pay with my Setel Wallet if my GrabPay balance is low?
Yes, as long as you have enough credit in your Setel Wallet to make your payment.
Setel Wallet and GrabPay are not mutually tied together. You only need to make sure you have enough balance in your GrabPay when using it to top up your Setel Wallet.

Top up Setel Wallet with GrabPay FAQ

You should check that you
<ol>
<li>have enough balance for the selected payment method.</li>
<li>have a stable internet connection.</li>
</ol>
If the transaction still fails, try a different payment method and perform the transaction during off-peak hours.

My payment transaction failed, what should I do?

Not at the moment, but this feature is coming to Setel users very soon.

Can I transfer money to a friend using personal QR codes?

Here are some steps you can take to make sure your transaction was properly captured.
<ol id="docs-internal-guid-d6f9326f-7fff-2861-eeed-41aa2281d3d5">
<li>Check that you have sufficient bank/card balance for the transaction. We recommend topping up in advance (30 minutes to 1 hour) before purchasing. </li>
<li class="wysiwyg-text-align-left">If you are using online banking, make sure you <a href="https://help.setel.com/article/19661568770445/why-did-i-not-receive-my-one-time-password-otp">authorise the transaction</a>. This can be done either through the bank's authenticating app or via TAC. If the transaction is not authorised, it will expire and not be processed. <img src="https://setelappsupport.zendesk.com/hc/article_attachments/19277546147469"> </li>
<li>Make sure that you have not exceeded the Setel Wallet limit.</li>
<li>
Have a good internet connection and check that your bank is not down (for maintenance or other reasons). 
<ul id="docs-internal-guid-d6f9326f-7fff-2861-eeed-41aa2281d3d5">
<li>Some of our bank partners undergo daily maintenance from 12 AM to 1 AM so you may experience temporary service disruption with your Setel Wallet during this period. We advise you to retry the service again later. </li>
</ul>
</li>
</ol>

How do I know if my transaction is processed?

Yes, it applies to both credit cards and debit cards. 
It is a temporary hold for 5 business days of a specific amount of the available balance on a credit or debit card.
On the 3rd/4th day after you complete your purchase with Setel, your pre-authorization amount will be returned back to your account.
<div>We have 3 kinds of pre-authorization.</div>
<div>
<ol>
<li>
Full tank
<ul>
<li>
Pre-authorization of up to 238 litres( L) will be deducted and the remainder that was unused will be returned within 3-5 business days.
</li>
</ul>
</li>
<li>
Partially used a specific amount 
<ul>
<li>
If you fueled less than the amount you chose, there will be a pre-authorization amount on the paid amount. The difference between the paid amount and the fueled amount will be returned within 3-5 business days. 
</li>
</ul>
</li>
<li>
Fully used the specific amount
<ul>
<li>If you had paid RM60 and fueled for RM60, there will be an RM60 pre-authorization. </li>
</ul>
</li>
</ol>
<div>
<div>For more information please contact your respective banks.</div>
</div>
</div>

Does CardTerus have a pre-authentication hold for credit or debit cards?

A credit card is a card with a set limit of funds (credit) for purchasing goods and services. At the specified date according to the repayment schedule, you will pay back the funds used, with or without interest charges.
Some credit cards have discounts or cashback when purchasing a specific good or when spending up to a certain amount.

What is a credit card?

1. Enter your mobile number (registered with Setel).
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/360096143272/mceclip0.png" alt="mceclip0.png" width="635" height="381">
2. Enter the verification code (sent via SMS to the registered number).
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/360096143332/mceclip1.png" alt="mceclip1.png" width="635" height="410">
3. You can then select the PAY button to enter the amount you would like to pay.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/360096083531/mceclip2.png" alt="mceclip2.png">
4. Enter the verification PIN (from your Setel account).
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/360096143472/mceclip3.png" alt="mceclip3.png">
5. The order will be processed.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/360096083691/mceclip4.png" alt="mceclip4.png" width="686" height="426">

How do I use my Setel Wallet as the payment method for the PETRONAS Store?

This service provided by Setel is free of charge. You do not have to pay for anything.

Do I need to pay any fees to apply for the credit card via Setel?

Of course! However, do note that the benefits of the credit cards might overlap.

Can I apply for more than 1 credit card at a time?

A payment error is usually because:
<ol>
<li>the payment method is blocked for security reasons.</li>
<li>you have hit your daily purchase limit on the Setel app.</li>
<li>this payment is a duplicated transaction.</li>
</ol>
Please retry after updating your payment details and making sure you have sufficient wallet balance. If you have hit your purchase limit, please try again tomorrow when your limit resets. Alternatively, you can try a different payment method or a different credit/debit card.
If the error message shows duplicated payment, that means the transaction was already recorded the first time and is either being processed or has been processed. In this case, no further action is required.
If you are still experiencing a payment error or have concerns, please contact us via live chat through the Setel app or email at <a href="mailto:hello@setel.my">hello@setel.com</a>.

Why did I get a payment error while refuelling?

You can apply for it by clicking on the Petrol credit card tile in the Setel app. You can browse the available cards and tap the card to view the card details. If you have upgraded your Setel account, you can proceed to fill up your information in the application form and submit it.

How can I apply for a credit card through Setel?

The purchase limit of CardTerus (linked credit/debit card) can be set to either RM500 or 160L. These options are separate.
Customers can set either option but not both at the same time. The selected options will be used as the full tank limit.
 
Scenarios:
If the full tank option is selected 
Pre-authorization of RM180 (maximum limit per refuel) will be deducted and the remainder will be returned within 3-5 business days.
 
If the purchase limit was fully used 
If the customer chooses RM60 and fueled for RM60, there will be a RM60 pre-authorization.
 
If the purchase limit was partially used
If the amount of RM80/30L is chosen but only RM60/25L is used, there will be a pre-authorization amount of the fueled amount. The remainder will be returned within 3-5 business days.
 
*NOTE
To avoid the pre-authorization amount of RM180 being held, customers can change their full tank limit as shown below.
Only the chosen amount will be held and will be returned within 3-5 business days. 
Customers can choose to opt for a lesser limit such as RM50 or 30 litres instead of choosing the full tank as the option. This avoids pre-authorization of the full tank amount.
Examples are provided below.
 
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/5504101404173" alt="mceclip0.png">
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/4403460170765" alt="mceclip0.png" width="217" height="470"> <img src="https://setelappsupport.zendesk.com/hc/article_attachments/4403467435405" alt="WhatsApp_Image_2021-06-21_at_4.10.30_PM__1_.jpeg" width="217" height="468">

What are the purchase limits of my linked credit/debit card when refuelling?

The documents required will depend on the card you apply for. However, banks will usually ask for:
<ol>
<li>A copy of both sides of your identity card (IC/MyKad).</li>
<li>A financial document like
<ul>
<li>your payslips from the last three months.</li>
<li>your latest bank statements from the last three months.</li>
<li>your EPF statements from the last three months.</li>
<li>your latest Borang B/BE with LHDN acknowledgement if you are self-employed.</li>
</ul>
</li>
</ol>

What are the documents required to apply for a credit card?

Cancel the attempt and try again. If you can't cancel or the error still appears, please contact our customer support via live chat or email us at <a href="mailto:hello@setel.com">hello@setel.com</a>.

What do I do if I get a fuelling error when trying to activate the pump?

A transaction may be stuck in pending/processing because of a delayed response from the bank. Here is the flow. You can click on each part for more info.
<ol>
<li>
<a href="https://help.setel.com/article/19017665822733/how-do-i-know-if-my-transaction-is-processed">Check to see if the transaction will be processed</a>.</li>
<li>
<a href="https://help.setel.com/article/360041801392/why-is-my-top-up-not-reflected-in-my-wallet-balance">Wait for a response from the bank</a>.</li>
<li>
<a href="https://help.setel.com/article/19235674895117/why-was-the-top-up-processed-when-it-failed-just-now">If the transaction timed out, check again with the bank later</a>.</li>
</ol>

Why does it say pending transaction when I top up?

Pending Wallet Balance is money pending to enter your Setel Wallet. This happens when your Setel Wallet Balance is nearing its limits (RM500 for Basic Account and RM5,000 for Verified Account).
The additional balance from rewards that would exceed your wallet limit will be stored under Pending Wallet Balance.

What is Pending Wallet Balance?

After successfully submitting your application through the Setel app, iMoney will contact you within 1-3 business days to verify the details you submitted, before handing it over to the respective bank for approval.
The review and approval timeline for each application will vary from bank to bank. iMoney or the bank will notify you of the result of your application.

How long is the credit card application process?

What is a credit card?
A credit card is a card with a set limit of funds (credit) for purchasing goods and services. At the specified date according to the repayment schedule, you will pay back the funds used, with or without interest charges.
Some credit cards have discounts or cashback when purchasing a specific good or when spending up to a certain amount.
<hr>
What is a petrol credit card? 
A petrol credit card is a credit card that has petrol-related benefits, such as cash rebates or extra reward points when purchasing petrol. This type of credit card can help you save money on your monthly petrol expenditure.
<hr>
Are there any limitations or requirements to enjoy the benefits?
Yes, the limitations and requirements vary from bank to bank.
For example, you may be required to spend up to a certain amount on petrol to obtain the cashback, can only receive cashback for spending on petrol on certain days, or have a maximum cashback cap per month.
For more details, please refer to the respective bank’s website for the respective credit cards.
<hr>
How can I apply for a credit card through Setel?
You can apply for it by clicking on the Petrol credit card tile in the Setel app. You can browse the available cards and tap the card to view the card details. If you have upgraded your Setel account, you can proceed to fill up your information in the application form and submit it.
<hr>
How do I upgrade my account?
Check out our <a href="https://help.setel.com/article/13842581073165/how-do-i-upgrade-my-account-perform-e-kyc">how do I upgrade my account/perform e-KYC</a> article.
<hr>
What are the documents required to apply for a credit card?
The documents required will depend on the card you apply for. However, banks will usually ask for:
<ol>
<li>A copy of both sides of your identity card (IC/MyKad).</li>
<li>A financial document like
<ul>
<li>your payslips from the last three months.</li>
<li>your latest bank statements from the last three months.</li>
<li>your EPF statements from the last three months.</li>
<li>your latest Borang B/BE with LHDN acknowledgement if you are self-employed.</li>
</ul>
</li>
</ol>
<hr>
How long is the credit card application process?
After successfully submitting your application through the Setel app, iMoney will contact you within 1-3 business days via a phone call to verify the details.
If you are unavailable, the iMoney team will WhatsApp you using +603-28561800. Please respond to the call/WhatsApp message as your application will not be processed if you are unreachable.
Once your details are verified, they will be handed over to the respective bank for approval. The review and approval timeline for each application will vary from bank to bank. iMoney or the bank will notify you of the result of your application.
<hr>
Do I need to pay any fees to apply for the credit card via Setel?
This service provided by Setel is free of charge. You do not have to pay for anything.
<hr>
Can I apply for more than 1 credit card at a time?
Yes.
Do note that applying multiple times for the same credit card type will result in duplicated requests which might cause delays.
<hr>
How can I know if my credit card application is approved?
iMoney or the bank will contact you directly to update the result.
<hr>
Who can I contact if I have questions about my application or about the credit card?
If you have any questions, please contact iMoney at <a href="mailto:campaign@imoney.my">campaign@imoney.my</a>.
<hr>
What should I do if my card is misplaced, lost or stolen?
Please report it directly to the bank and they will assist you.

Petrol credit card FAQ

Unfortunately, we are unable to cancel your top-up transaction. However, if you haven't authorised the transaction, it will automatically be timed out within 30 minutes and no transaction will be made.
If you are unsure if your transaction will be processed, check out our article on the <a href="https://help.setel.com/article/19017665822733/how-do-i-know-if-my-transaction-is-processed">list of things to ensure your transaction won't fail</a>.

How can I cancel a top-up transaction?

Currently, only business-registered QR codes are available for scanning. You will not be able to transfer money using any personal QR codes.
But don't worry! Personal registered QR codes will be coming soon.

Why can't I scan certain DuitNow QR codes?

The top-up was considered a failed transaction because it timed out from waiting for a response from the bank (the response might be delayed up to 30 minutes or more).
However, we will still wait for a response to see if the transaction was successful. If the transaction is successful, the top-up transaction will be reflected in your Setel Wallet and a push notification will be sent.
You can verify if a top-up transaction was successful by checking in with your bank. If a deduction has been made, your top-up will reflect on your Setel Wallet later.
If the top-up does not appear in your Setel Wallet within 24 hours, please contact our customer service via live chat or e-mail to <a href="mailto:hello@setel.my">hello@setel.com</a> for further assistance.

Why was the top-up processed when it failed just now?

Generally, top-up refunds are processed within 14 business days but different banks have different procedures.
If you have any questions regarding the status of your top-up, you can contact us via the live chat on the Setel app/<a href="https://www.setel.com/">Setel website</a> or email us at <a href="mailto:hello@setel.com">hello@setel.com</a>.

Why is my top-up refund not showing up?

What is DuitNow QR?
DuitNow QR is the national QR standard that allows you to make payments to any participating bank and e-wallet merchant.
<hr>
Who can use DuitNow QR?
All Setel users can use DuitNow QR with the Setel app for payments starting with version 1.115.0 (iOS) and 1.115.1 (Android).
Simply update to the latest version of the Setel app in your respective app store.
<hr>
Is there a minimum wallet balance to use DuitNow QR?
Yes. You will need to have at least
<ol>
<li>
RM 0.01 in your wallet if you are using Setel app version 1.133.0 and above.
</li>
<li>
RM 1.00 in your wallet if you are using Setel app version 1.132.0 and below.
</li>
</ol>
<hr>
Where will I find the DuitNow QR?
DuitNow QRs are displayed at any participating bank or e-wallet merchant's payment counters.
<hr>
Do I need to register to use DuitNow QR?
There is no additional registration required. You will be able to scan a DuitNow QR via Setel to make payments.
<hr>
Why can't I use my debit/credit card?
CardTerus (debit/credit card) is temporarily unavailable for enhancement.
<hr>
Are there additional charges incurred when using DuitNow QR?
There are no charges or fees for any DuitNow QR transaction.
<hr>
How many Mesra points will I receive for my DuitNow transaction?
You can get 1 Mesra point for every RM5 spent via Setel DuitNow.
<hr>
Can I make payments to all DuitNow QR merchants from any bank or e-wallet?
Just look out for the logos of the following issuers and you will be able to scan the QR with Setel and make payments via DuitNow QR with Setel.
Check out our <a href="https://help.setel.com/article/18183853322509/can-i-make-payments-to-all-duitnow-qr-merchants-from-any-bank-or-e-wallet">article on the list of bank/e-wallet</a>.
<hr>
What is the transaction limit on DuitNow?
The transaction limit is applied to the account regardless of the payment method. The limit depends on the verification status of the account.
You can <a href="https://help.setel.com/article/13842581073165/how-do-i-verify-my-account-perform-e-kyc">verify your account</a> to increase your transaction limit.
<hr>
Why can't I scan certain DuitNow QR codes?
Currently, only business-registered QR codes are available for scanning. You will not be able to transfer money using any personal QR codes.
But don't worry! Personal registered QR codes will be coming soon.
<hr>
Can I make payments with merchants that generate dynamic QR codes?
We are hard at work to get this feature ready for Setel users very soon. Stay tuned.
<hr>
Why were my credits deducted but the merchant did not receive my payment?
The payment may not appear for the merchant because
<ol>
<li>there was a connection issue and the payment timed out.</li>
<li>the merchant's bank rejected the transaction.</li>
</ol>
If your wallet balance was deducted but the merchant did not receive it, please reach out to our customer support via the live chat on the app/<a class="css-tgpl01" title="https://www.setel.com/" href="https://www.setel.com/" data-testid="link-with-safety" data-renderer-mark="true">website</a> or email us at <a href="mailto:hello@setel.com">hello@setel.com</a>.
<hr>
I had to pay again (double payment) because the merchant did not receive my first payment, what can I do?
Please reach out to our customer support via the live chat on the app/<a class="css-tgpl01" title="https://www.setel.com/" href="https://www.setel.com/" data-testid="link-with-safety" data-renderer-mark="true">website</a> or email us at <a href="mailto:hello@setel.com">hello@setel.com</a>. If the funds were deduced but failed to transfer to the merchant's account, we will refund the credits.

DuitNow FAQ

DuitNow QRs are displayed at any participating bank or e-wallet merchant's payment counters.

Where will I find the DuitNow QR?

We are hard at work to get this feature ready for Setel users very soon. Stay tuned!

Can I make payments with merchants that generate dynamic QR codes?

If no credit was deducted, please contact our customer support with the information below so that we can make a manual deduction and grant Mesra points accordingly.
You can contact us via live chat on the Setel app/<a href="https://www.setel.com/">website</a> or e-mail us at <a href="mailto:hello@setel.my">hello@setel.com</a>.
<ol>
<li>Name</li>
<li>Mobile number</li>
<li>Email address</li>
<li>Date and time the purchase was made</li>
<li>Purchase amount</li>
<li>Fuel product (RON95/ RON97/ Diesel/ EURO5 DIESEL)</li>
<li>Mesra Card number (If any)</li>
</ol>

Why was credit not deducted from my Setel Wallet after refuelling?

We're sorry to hear that happened to you. Please contact our customer service via live chat or contact us at <a href="mailto:hello@setel.com">hello@setel.com</a>. Our customer representative will help you out.

Why did my Kedai Mesra purchase failed?

What do I do if the pump does not activate but my credit is on hold?

If you have any questions, please contact iMoney at <a href="mailto:campaign@imoney.my">campaign@imoney.my</a> or at +6018 972 0196.

Who can I contact if I have questions about my application or about the credit card?

Of course!
Check out our guide on <a href="https://help.setel.com/article/360004606911/how-do-i-add-a-credit-or-debit-card-in-setel" target="_self">how to link a credit/debit card</a>.

I don't have a credit card, can I connect Setel with my debit card?

Cashless &amp; Cardless payment 
<ul>
<li style="list-style-type: none;">
<ul>
<li>You no longer need to take out your physical Mesra card to pay and swipe.</li>
</ul>
</li>
</ul>
Seamless, easy and convenient
<ul>
<li style="list-style-type: none;">
<ul>
<li>You can choose your items, scan to pay, and leave immediately.</li>
</ul>
</li>
</ul>
Earn Mesra points automatically 
<ul>
<li style="list-style-type: none;">
<ul>
<li>You no longer need to swipe a physical Mesra card. The points are automatically credited to your Setel account.</li>
</ul>
</li>
</ul>
Easily track your purchases
<ul>
<li style="list-style-type: none;">
<ul>
<li>You no longer need to keep physical receipts. You can view your transaction history and download any e-receipts on the app</li>
</ul>
</li>
</ul>

Why should I use Setel to pay over the counter in Kedai Mesra?

Spend to reduce your current wallet balance so that the Pending Wallet Balance can be added without exceeding your wallet limit.
For more information about wallet limits, check out our article on <a href="https://help.setel.com/article/4413021810701/setel-e-kyc-wallet-and-spending-limit-upgrade-in-setel-app" target="_self" rel="undefined">wallet and spending limit</a> article.

How can I retrieve my Pending Wallet Balance?

The default wallet limit is RM500.
The minimum top-up is based on the transaction. For example, if the current transaction amount is RM50 and the wallet balance is RM20, the minimum top-up for this scenario is RM30 (RM50-RM20).
The maximum top-up is based on the total wallet balance after the top-up. It cannot exceed the wallet limit. For example, with the default wallet limit (RM500), if your wallet balance is RM20, you may only top up RM480 or lower.
You can increase your wallet limit to RM5000. This also increases your single transaction limit to RM2000.
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 increase your wallet limit.

What is the minimum or maximum top-up amount for Setel Wallet?

A declined card (or payment authorisation error) might have occurred because:
<ol>
<li>there is insufficient balance on your card.</li>
<li>the card details are incorrect or have expired.</li>
<li>you have exceeded the limit on your credit/debit card.</li>
<li>the issuing bank has blocked the card.</li>
<li>the payment method is blocked for security reasons.</li>
</ol>
Please retry after updating your card details and ensuring you have not reached the card limit. If you have hit your purchase limit, please try again tomorrow when your limit resets. Alternatively, you can try a different payment method or a <a class="css-tgpl01" title="https://help.setel.com/article/360004606911/how-do-i-link-a-credit-debit-card-in-setel" href="https://help.setel.com/article/360004606911/how-do-i-link-a-credit-debit-card-in-setel" data-testid="link-with-safety" data-renderer-mark="true">different credit/debit card</a>.
If your card is still declined, please get in touch with your issuing bank for further assistance.
If you are still experiencing a payment error or have any concerns, please contact us via live chat through the Setel app/<a href="https://www.setel.com/">website</a> or email at <a class="css-tgpl01" title="mailto:hello@setel.my" href="mailto:hello@setel.my" data-testid="link-with-safety" data-renderer-mark="true">hello@setel.com</a>.

Why was my card declined?

Yes, the limitations and requirements vary from bank to bank.
For example, you may be required to spend up to a certain amount on petrol to obtain the cashback, can only receive cashback for spending on petrol on certain days, or have a maximum cashback cap per month.
For more details, please refer to the respective bank’s website for the respective credit cards.

Are there any limitations or requirements to enjoy the petrol credit card's benefits?

Yes! All you need to do is <a href="https://help.setel.com/article/360004606911/how-do-i-link-a-credit-debit-card-in-setel">link your BigPay like any other Malaysian-owned debit/credit card</a> and you're good to go.

Does Setel support BigPay?

Please reach out to our customer support via the live chat on the app/<a class="css-tgpl01" title="https://www.setel.com/" href="https://www.setel.com/" data-testid="link-with-safety" data-renderer-mark="true">website</a> or email us at <a href="mailto:hello@setel.com">hello@setel.com</a>. If the funds were deduced but failed to transfer to the merchant's account, we will refund the credits.

I had to pay again (double payment) because the merchant did not receive my first payment, what can I do?

All transaction history such as purchases, top-ups, and rewards can be viewed at the Payment History page.
Tap Profile. 
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/20051365008013" alt="1.png">
<hr>
Tap Payment history. Your latest transactions will be displayed.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/20051353372685" alt="Check transaction 2.png">
*NOTE
You can select filters located at the top to look for specific transactions.

How can I view the transaction history?

All Setel users can use DuitNow QR with the Setel app for payments starting with version 1.115.0 (iOS) and 1.115.1 (Android).
Simply update to the latest version of the Setel app in your respective app store.

Who can use DuitNow QR?

The top-up status might be stuck at processing the payment due to issues or delays with the payment gateway or the bank server. If it is still stuck after a few minutes (the response might be delayed up to 30 minutes or more), try logging out and logging back in.
If your transaction has not been processed, you can try switching to a different payment method. You can check with your bank to see if the transaction has been made. If a deduction has been made, your top-up will reflect on your Setel Wallet later.
If the top-up does not appear in your Setel Wallet within 24 hours, please contact our customer service via live chat or e-mail to <a href="mailto:hello@setel.my">hello@setel.com</a> for further assistance.

Why is my top-up not reflected in my wallet balance?

You will not be able to top up if your wallet limit has been reached. The standard wallet limit is RM 500 while the maximum wallet limit is RM 5000.
To increase your wallet limit, you will need to <a href="https://help.setel.com/article/13842581073165/how-do-i-verify-my-account-perform-e-kyc">verify your account/perform e-KYC</a>.

Why can't I top up/reload my wallet balance?

<span data-sheets-value='{"1":2,"2":"How do I top up my store card?"}' data-sheets-userformat='{"2":829,"3":[null,0],"5":{"1":[{"1":2,"2":0,"5":[null,2,0]},{"1":0,"2":0,"3":3},{"1":1,"2":0,"4":1}]},"6":{"1":[{"1":2,"2":0,"5":[null,2,0]},{"1":0,"2":0,"3":3},{"1":1,"2":0,"4":1}]},"7":{"1":[{"1":2,"2":0,"5":[null,2,0]},{"1":0,"2":0,"3":3},{"1":1,"2":0,"4":2}]},"8":{"1":[{"1":2,"2":0,"5":[null,2,0]},{"1":0,"2":0,"3":3},{"1":1,"2":0,"4":2}]},"11":4,"12":0}'>The receipt will be sent directly to your email registered with Setel after the process of paying for the purchase (fuel or from Kedai Mesra) or the top-up has been completed. 
If you didn't receive the receipt in your email, please check under the junk email or spam folder. Please tag our email address as a safe sender to ensure that the emails won't be treated as spam.
<span data-sheets-value='{"1":2,"2":"How do I top up my store card?"}' data-sheets-userformat='{"2":829,"3":[null,0],"5":{"1":[{"1":2,"2":0,"5":[null,2,0]},{"1":0,"2":0,"3":3},{"1":1,"2":0,"4":1}]},"6":{"1":[{"1":2,"2":0,"5":[null,2,0]},{"1":0,"2":0,"3":3},{"1":1,"2":0,"4":1}]},"7":{"1":[{"1":2,"2":0,"5":[null,2,0]},{"1":0,"2":0,"3":3},{"1":1,"2":0,"4":2}]},"8":{"1":[{"1":2,"2":0,"5":[null,2,0]},{"1":0,"2":0,"3":3},{"1":1,"2":0,"4":2}]},"11":4,"12":0}'>However, receipts will only be sent to verified emails. If you haven't verified your email, check out our article on <a href="https://help.setel.com/article/15235367721101/how-do-i-verify-my-email-address">How to verify my email</a>. 
Once your email is verified, you can follow the steps below to resend the receipt:
<ol>
<li>Open the Setel App.</li>
<li>Select More at the bottom right.</li>
<li>Select Payment history under the Payments tab.</li>
<li>You can choose receipts from the last 180 days or from specific filters</li>
<li>Select the appropriate filters on the top left and top right (optional).</li>
<li>Click Send to email at the bottom.</li>
<li>Select the option you want (last 180 days or the search results) and click Send.</li>
<li>The receipt will be sent to your registered email.</li>
</ol>

How can I get the Setel receipt?

Yes!
You can also earn points when you buy LPG gas or lubricants. However, you cannot earn points for buying cigarettes.
If there is an issue with purchasing these products, 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.

Can I buy LPG, lubricants, and cigarettes with Setel?

Points are only awarded for items with product codes.
Purchases such as top-ups or cigarettes will not be granted points.

Why did I not get points for this transaction/purchase?

If you are facing problems performing top-ups, making payments, scanning your barcode, or experiencing any other issues with your account, please contact our customer service.
You can contact our customer service via the live chat on the Setel app/<a href="https://www.setel.com/">website</a> or contact us at <a href="mailto:hello@setel.com">hello@setel.com</a> for further assistance.
Before you contact our customer service, please ensure that you have
<ol>
<li>verified your identity by <a href="https://help.setel.com/article/13842581073165/how-do-i-upgrade-my-account-perform-e-kyc" target="_self">completing the e-KYC process</a>.</li>
<li>
<a href="https://help.setel.com/article/15235367721101/how-do-i-verify-my-email-address" target="_self">verified your email address</a>.</li>
<li>
<a href="https://help.setel.com/article/15235928155149/how-do-i-enable-biometric-verifications-faceid-touchid-fingerprints-etc" target="_self">enabled biometric verifications (Face ID, Touch ID, fingerprint lock, etc)</a>.</li>
</ol>

Why can't I pay using Setel?

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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