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

The top-up status might be stuck at processing the payment due to issues or delays with the system 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, turning your flight mode on and then off, and then logging back in.

If your payment has not been processed, you can try switching to a different payment method. You can check with your bank to see if the payment has been made. If it has, your top-up will reflect on your Setel Wallet within 30 minutes.

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 [e-mail] for further assistance.

Table of Contents

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Why does it say pending/processing transaction?

Why did the top-up appear when it failed just now?

How do I know if my transaction is processed?

Why is my top-up refund not showing up?

How do I troubleshoot the processing error issue?

 

Why does it say pending/processing transaction?

A transaction (top-up or transfer) may be stuck in pending/processing because of a delayed response from the bank. The general flow of events is as follows.

1. Check to see if the payment is being processed.
2. Wait for a response from the bank.
3. If the payment timed out, check again with the bank later.
4. If the payment was processed, reflect the changes to the wallet balance.

Why did the top-up appear when it failed just now?

The top-up was considered to have failed because it timed out while 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 payment was successful. If the payment is successful, the top-up will be reflected in your Setel Wallet and a push notification will be sent.

You can verify if a top-up was successful by checking with your bank. If a payment 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 [e-mail] for further assistance.

How do I know if my payment is processed?

Here are some steps you can take to make sure your payment was properly processed.

1. Check that you have sufficient bank/card balance for the transaction. We recommend topping up in advance (30 minutes to 1 hour) before purchasing.
   
2. If you are using online banking, make sure you authorise the payment. 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.
   
   
3. Make sure that you have not exceeded the Setel Wallet limit.
4. Have a good internet connection and check that your bank is not down (for maintenance or other reasons).
   
   • 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.

Why is my top-up refund not showing up?

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/Setel website or email us at [e-mail] .

How do I troubleshoot the processing error issue?

Check out our article on troubleshooting.