If your top-up status shows processing, please give it a few more minutes for confirmation. The top-up should be reflected on your Setel Wallet within 15 minutes. If it doesn't appear, try logging out and logging back in.
If it is still missing, please contact our customer service via live chat, e-mail at <a href="mailto:hello@setel.my">hello@setel.com</a>, or WhatsApp message at +6018-9881333 for further assistance.

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

How can I pay for my parking with the Setel app?
The payment will automatically be deducted from Setel based on the selected payment method.
If the Setel Wallet is selected, please ensure you have a sufficient balance before exiting to avoid any issues.
<hr>
I have a low balance in my Setel Wallet, can I still enter the parking location?
Yes.
There is no minimum amount required in your Setel Wallet to enter the parking location.
However, before exiting, please ensure you have a sufficient balance for your parking fee to be deducted automatically.
<hr>
What if my parking fee has exceeded my Setel Wallet balance, will the parking session still be valid/ active?
Yes.
Your parking is still valid/active until you exit the car park.
The Setel App will notify you if you have a low balance in your wallet.
<hr>
Can I pay the parking fee for my friends and family using my Setel account?
Yes.
You can register your friend’s or family’s vehicle under your Setel account, but only one active parking session is allowed at a time.
<hr>
Which account will be charged if a vehicle is registered under 2 or more different accounts?
A vehicle can only be enabled for automated parking on a single device at a time.
<hr>
The device the vehicle is registered under is not with me, how will I be charged?
The account that has the vehicle enabled will be charged even if the device is not at the parking location.
<hr>
Can I pay using other payment methods other than Setel Wallet?
Unfortunately, no.
Currently, we only support Setel Wallet. More payment options will be coming soon!
<hr>
What are the parking rates under the Setel parking feature?
Parking rates with Setel are the same as the standard rates at each parking location.
You can check the parking rates of your location on the Setel app.
<hr>
Are there any transaction fees for using the Setel app?
There are no transaction fees for using ticketless and automated parking with Setel.
You will only need to pay the parking fees based on the car park’s parking rate.
<hr>
How do I get all my parking transactions?
Once your parking session has ended, Setel will generate an e-receipt upon successful payment.
<ol>
<li>You can tap on View transaction details to view the full e-receipt.</li>
<li>You can also view all the payments that have been made through Setel by clicking More at the bottom right and selecting Payment history.</li>
</ol>
<hr>
How will e-receipts be generated if I want to make claims?
You can:
<ol class="ak-ol">
<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.

Automated parking transactions FAQ

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 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?

Yes! All you need to do is link your BigPay like any other Malaysian-owned debit /credit card and you're good to go.
 
You can link your BigPay card by:
<ol>
<li>Launching the Setel app.</li>
<li>Tap on More.
</li>
<li>Tap on Payment methods.</li>
<li>Tap on Add New Card.</li>
<li>Enter the card details and tap Add Card.</li>
<li>Done! Your BigPay card is now linked to Setel.</li>
</ol>

Does Setel support BigPay?

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.
Do note that DuitNow transactions will not grant you Mesra points.
<hr>
Who can use DuitNow QR?
All of Setel's customers can make payments using DuitNow QR with the latest version of the Setel app. You can update to the latest version of the Setel app in your respective app store.
<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>
Do I have to pay to use DuitNow QR? / Are there additional charges to use DuitNow QR?
There are no charges or fees for any DuitNow QR transaction.
<hr>
Will I earn any loyalty points for each DuitNow QR transaction?
Currently, there will not be any loyalty points awarded for any DuitNow QR transaction.
<hr>
Can I make payments to all DuitNow QR merchants from any bank or e-wallet?
You can scan and make payments to most merchants via DuitNow QR with Setel. However, please note the following QR code is not supported at the moment.
<ul>
<li>Dynamic QR code</li>
<li>Bank money transfer QR code</li>
</ul>
The following acquirer QR codes are also not supported at the moment.
<ul>
<li>MAE/Maybank</li>
<li>CIMB</li>
<li>Agrobank</li>
<li>Hong Leong</li>
<li>OCBC</li>
<li>UOB</li>
</ul>

DuitNow FAQ

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://setelappsupport.zendesk.com/hc/en-us/articles/360004606671-How-Do-I-Register-Setel-Account-Bagaimana-saya-ingin-mendaftar-akaun-Setel-" target="_self">registration guide</a>.

How do I activate my Setel Wallet?

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

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

You can only generate receipts for payments that have been completed.
Kindly refer to the steps below:
<ol>
<li data-renderer-start-pos="7897">Launch the Setel app.</li>
<li>Clicking More at the bottom right of the Setel app.</li>
<li>Select payment history.</li>
<li data-renderer-start-pos="7897">Select the receipt you wish to claim. You can use filters at the top right for assistance.</li>
<li data-renderer-start-pos="7897">
You can:
<ul class="ak-ol" data-indent-level="1">
<li>
download the receipt in PDF format.
</li>
<li>
resend the email receipt to your registered email.
</li>
</ul>
</li>
</ol>
The full receipt will generate all the parking details such as location, payment method, etc.

How do I generate e-receipts for claims

Unfortunately, this is not possible at the moment.
For purchases at a Kedai Mesra counter, you may only pay for items with Setel. 
For fuel purchases, use the Setel app to refuel your vehicle and pay with the methods provided within the app.

How do I pay for both fuelling and items at the Kedai Mesra counter?

Kindly refer to the steps below:
<ol>
<li>Launch the Setel application.</li>
<li>Tap on the Pay tab at the bottom.</li>
<li>Show the barcode for the cashier to scan.</li>
<li>You will receive your e-receipt and Mesra points accordingly.</li>
</ol>

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

Launch the Setel app and tap More.
 
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/13096303910669" alt="mceclip0.png">
 
Tap Payment methods.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/13096291859341" alt="mceclip1.png">
 
Tap Voucher top-up under your wallet balance.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/13096306693133" alt="mceclip2.png">
Enter the voucher code and tap Redeem.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/13096293985293" alt="mceclip3.png">
Congratulations! Your voucher is redeemed.

How do I redeem a voucher code?

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?

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?

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?

How can I pay for my parking and what payment method is supported within the Setel app?
The payment will follow the selected payment method in the Setel app.
Currently, the payment methods accepted are Setel Wallet and CardTerus 2.0 (Debit/Credit card).
<hr>
How much does it cost to park using the On-street parking in Setel?
We follow the normal parking rate set by the local council or parking vendor without any additional fees.
<hr>
Do I have to pay for non-working days/public holidays/non-operational hours?
All regulations regarding pricing, non-working days, and public holidays/non-operational hours will be as per the local authorities.
For example, on Sundays when the parking is free, you will see the relevant prompt in the app.
The same will apply if you are trying to book late in the evening as parking is free after 07:30 PM.
<hr>
How do I get all my parking transactions?
You can find your parking transactions by:
<ol>
<li>Tap More at the bottom right of the Setel app. <img src="https://setelappsupport.zendesk.com/hc/article_attachments/13350211486477" alt="mceclip0.png">
</li>
<li>Tap on Payment history. <img src="https://setelappsupport.zendesk.com/hc/article_attachments/13350212423821" alt="mceclip1.png">
</li>
</ol>
⚠️ A receipt will only be generated once the payment is successful. Extensions on parking duration will generate a separate receipt for each extension.
<hr>
How will e-receipts be generated if I want to make claims?
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.
<hr>
Can I get a refund? If:
<ul>
<li>I paid for an hour but only park my car for 30 minutes.</li>
<li>I accidentally select an incorrect vehicle plate number and my payment has been deducted.</li>
<li>I changed my mind and want to cancel the parking</li>
</ul>
Sorry, no cancellations or refunds are allowed once the payment is authorised.
Setel does not handle any refunds for On-Street Parking.
<hr>
How do enforcers/authorities know I have paid for parking?
Enforcers/authorities will check your vehicle plate number to determine the validity of your parking session.
The parking site, booking duration, and payment will be verified.

On-street parking transactions FAQ

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

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

The purchase limit of CardTerus is 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:
Full tank
Pre-authorization of RM180 will be deducted and returned within 3-5 business days.
 
Fully used the limit
If the customer chose 30L, paid RM60, and fueled for RM60, there will be a RM60 pre-authorization that will be returned within 3-5 business days. 
 
Partially used the limit
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 which 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/mceclip0.png" alt="mceclip0.png">
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/4403460170765/mceclip0.png" alt="mceclip0.png" width="217" height="470"> <img src="https://setelappsupport.zendesk.com/hc/article_attachments/4403467435405/WhatsApp_Image_2021-06-21_at_4.10.30_PM__1_.jpeg" alt="WhatsApp_Image_2021-06-21_at_4.10.30_PM__1_.jpeg" width="217" height="468">

What are the purchase limits of CardTerus when refuelling?

CardTerus is a new payment method on Setel that allows users to pay for fuel directly with their credit card, without the need to top-up their Setel Wallet. 
Users that transact with CardTerus using a qualified fuel cashback credit card will be able to enjoy cashback benefits from their respective banks.
Kindly refer below on how to use CardTerus:
<ol>
<li style="font-weight: 400;">Open the Setel App. </li>
<li style="font-weight: 400;">Click on the Setel icon at the top right (the one displaying your wallet balance).</li>
<li style="font-weight: 400;">Select your preferred credit card or click the ADD NEW CREDIT OR DEBIT CARD button at the bottom to add your credit card.</li>
<li style="font-weight: 400;">
Purchase fuel as usual and enjoy fuel cashbacks from your bank.
</li>
</ol>
A list of qualified credit cards &amp; participating banks are available on the Setel website at <a href="https://www.setel.my/promotions/cardterus/">https://www.setel.my/promotions/cardterus/</a>.

What is CardTerus?

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. For more information on how to increase your wallet limit, please click <a href="https://www.setel.com/promotions/ekyc" target="_self">here</a>.

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

A payment error is usually because:
<ol>
<li>there is insufficient balance.</li>
<li>the payment details need to be updated.</li>
<li>you have hit your daily purchase limit.</li>
</ol>
Please retry after topping up and updating your payment details. If you have hit your purchase limit, please try again tomorrow when your limit resets.
If you are still experiencing a payment error, please contact us via live chat through the Setel app or email at <a href="mailto:hello@setel.my">hello@setel.com</a>.

What should I do if there is a payment error while refuelling?

Unfortunately, PETRONAS e-vouchers are not compatible with Setel so Mesra points cannot be granted.

Why can't I get Mesra point for the PETRONAS e-voucher

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, e-mail at <a href="mailto:hello@setel.my">hello@setel.com</a>, or WhatsApp us at 6018-9881333. 1) Name 2) Mobile number 3) Email address 4) Date and time the purchase was made 5) Purchase amount 6) Fuel product (RON95/ RON97/ Diesel/ EURO5 DIESEL) 7) Mesra Card number (If any)

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

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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