Why can't I pay using Setel?

If you’re unable to make a payment, perform a top-up, or when your payment is unable to go through via Setel, not to worry — this is usually caused by one of the below reasons:

🔎 Please check the following:

1. Insufficient balance in your card or e-wallet
   Check that you have sufficient balance in your selected payment method. You may switch to a different payment method if preferred.
   Learn how to top up your Setel Wallet here.
2. Wallet balance or transaction limits exceeded
   You may have reached your wallet balance or spending limit.
   Check this under What is my wallet limit and spending limit?
3. Transaction timeout
   Your transaction may have timed out due to security reasons. Please try again.
4. Account restriction or suspension
   Your account may be temporarily restricted due to security checks or unusual activity detected.
5. Temporary system maintenance
   There may be ongoing maintenance which caused a temporary service disruption.
6. App Version
   Make sure you’re using the latest version of Setel.
   If you’re already on the latest version, try uninstalling, then reinstalling the app.
7. e-KYC Verification
   Make sure you have completed your identity verification (e-KYC).
   Check this under How do I verify my account/perform e-KYC in the Setel app?
8. Internet Connection
   A weak or unstable network connection may prevent payments from going through. Try switching between WiFi and mobile data.
9. Device OS version
   Ensure your device operating system (iOS/Android) is updated to a version that Setel supports.
10. Biometric Authentication
    Confirm that FaceID, TouchID, or fingerprint authentication is enabled in your device settings and in the Setel app.
11. Incompatible device
    Ensure you are not using a jailbroken or rooted device. For security reasons, such devices are not supported.

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⚠️ Still not working?

Please contact us, we are ready to support you. When contacting us, please share:

1. A screenshot of the error message (if any)
2. The date, time, and location of the attempt

This will help us resolve your issue as soon as possible.