Why hasn’t my top-up been reflected, or why does it appear as failed?

If your top-up is not reflected in your Setel wallet, or if it appeared as “Failed” but the amount has been deducted, this is usually due to a temporary delay in receiving confirmation from your bank or e-Wallet.

In some cases, the payment response from your bank or e-Wallet may take longer than expected. When this happens, it may reflect as “Failed” even though the transaction is still being processed.

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⏳ How long does it take for the top-up to be reflected?

Most top-ups are reflected instantly.
However, some transactions may take up to 30 minutes before it reflects in Setel, depending on your bank or e-Wallet.

If the payment is successful, your Setel wallet balance will be updated automatically, and you will receive a push notification upon completion.

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🔎 What should you do first if your top-up is delayed?

1️⃣ Contact your bank or e-Wallet provider directly or check your banking app or e-Wallet app

1. Ensure you have authorised the transaction in the banking app;
2. If the transaction shows “Successful” and wallet balance is deducted, please allow up to 30 minutes for the actual status to reflect;
3. If it shows Pending, please wait up to 30 minutes for the status to change;
4. If it shows Failed/Cancelled, it means that no deduction was made from your bank account or e-Wallet.

If the status remains unresolved after several minutes, try logging out and back in.

2️⃣ Avoid retrying the top-up immediately

Retrying while the first transaction is still processing may result in duplicated deductions. If you need to make a payment quickly, try using an alternative method, such as paying with a linked card in the Setel app.

Check this under Can I use my credit/debit card to pay with Setel?

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❗ Still not reflected after 24 hours?

If your bank or e-Wallet shows a successful deduction but your Setel wallet balance remains unchanged after 24 hours, we will issue a refund based on timeline as stipulated below:

1. FPX online banking: up to 3 - 5 business days.
2. Credit card: up to 7 business days, depending on the card issuer.
3. Debit card: up to 30 business days, depending on the card issuer.
4. Digital wallet: up to 1 business day.

If your top-up failed but you notice that the funds were deducted in your bank or e-Wallet transaction history, please contact your bank or e-Wallet provider to verify the transaction. If they confirm that the deduction was successful, please contact us for further assistance.

When contacting us, please provide:

1. Transaction date and time.
2. The top-up method is used.
3. Screenshot of successful transaction history from your bank or e-Wallet.

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