Automated parking general FAQ – Setel Help Center

What is automated parking with Setel?

Setel automated parking is a cashless and ticketless parking payment system that uses License Plate Recognition (LPR) to scan vehicle plate numbers and pay parking fees seamlessly.

Why should I use ticketless and automated parking with Setel?

Setel automated parking provides a convenient and seamless parking experience. All you have to do is enter a parking area and Setel will track your parking session.

Enjoy a ticketless and cardless parking payment experience.
Save time from queueing at the autopay machines and no more rushing to find your vehicle as payment will only be made at the exit.
No more risk of misplacing the physical parking tickets.
Save more trees by eliminating the use of physical tickets and cards upon entry or exit.
Earn Mesra points.

Can I still use automated parking if my phone is not with me, without an internet connection, or if I have no battery?

Yes.

The final parking fee will be deducted from the account that has the vehicle enabled.

Can I earn Mesra points with automated parking?

Yes.

You will get 1 point for every RM5 spent.

How do I use the automated parking feature?

Kindly follow the steps below:

Tap Parking.
Enter your vehicle plate number.
Toggle your vehicle to enable automated parking. You can activate multiple vehicles, but only 1 vehicle can use automated parking at a time.

How to disable Setel automated parking?

Toggle OFF your vehicle on the automated parking page.

How do I check my parking transactions?

Once your parking session has ended, Setel will generate an e-receipt upon successful payment.

You can tap on View full receipt to view the full e-receipt.
You can also view all the payments that have been made through Setel by tapping Profile and selecting Payment history.

If you want to make claims, you can:

Download the receipt in PDF format in the Setel App after the payment has been completed.
Resend the email receipt to your registered email from the payment history page.

The full receipt will generate all the parking details such as location, payment method, etc.

What if I own more than one vehicle, can I enable all of them in my Setel account?

Yes.

You can enable more than one vehicle under your Setel account. However, only one vehicle can use automated parking at a time.

For example: You have enabled two cars for automated parking in your Setel account. After car #1 entered a car park, car #2 cannot use automated parking in your Setel account anymore.

We recommend the primary driver of a vehicle to enable automated parking in their own Setel account.

Can I enable the same vehicle with different Setel accounts?

No.

In order to enable the vehicle on your Setel account, you will need to disable the vehicle on the other Setel account.

How can I switch between vehicles for automated parking payment?

You can add your vehicle information on the parking page and enable the vehicle that will be used for your parking session.

Why didn’t I receive a notification when entering/exiting a parking location?

Check your device’s notification settings and ensure that notifications from the Setel app are allowed.

If you have already enabled notifications but still encounter problems, you can contact us via live chat through the Setel app or email us at hello@setel.my

How can I view my current parking session after entering a car park?

You can view your active parking session at the homepage of the Setel app.

Tap on the session to view the current parking summary.

How do I end my active parking session?

To end your active parking session, simply exit the parking location. Once you have driven through the exit barrier gate, your parking fees will automatically be deducted from Setel, based on your selected payment method.

You cannot toggle off automated parking payments for a vehicle while an active parking session is in progress.

What if the system doesn’t detect my car plate and I get stuck at the car park entry/exit?

We’re sorry you experienced that!

If you encounter this issue, please contact the car park help desk/car park management of the parking location for an immediate response.

Alternatively, you can reach out to our live chat agents within the Setel app for assistance.

What should I do if I have exited the car park but the parking timer is still running?

Don’t worry! The session will be cleared automatically after a certain period. We will investigate further and manually charge the parking session if needed.

I have enabled my vehicle to use the parking feature, but why I don't see the active parking session on my Setel app?

We are sorry for the unpleasant experience. This issue might happen because the license plate reader was not able to detect the car plate number or there was a system disruption while the parking system was trying to communicate with us.

What should I do if I get double charged for the parking session?

You can reach out to our customer support via live chat on the app/website or email us at hello@setel.com for assistance. You will need to provide a proof of transaction (receipt).

Once it has been confirmed a double charge happened, you will get the refund within 3 to 5 business days.

Why do I have an active parking session when I am not using the parking feature?

A session might have been created because the license plate reader detected the wrong car plate number or the vehicle is being used by your friends/family. Upon leaving the car park, your Setel Wallet will be charged because the vehicle is registered under your account.

If you have been wrongly charged, reach out to our customer support via live chat on the app/website or email us at hello@setel.com for assistance.

What is the reason my car plate is not detected at the car park entry/exit?

Our cameras are smart, but sometimes they can get a little confused. This issue may happen due to several factors including (but not limited to):

Non-standardised JPJ car plate number
Shiny letters or plates causing glare
Letters on the plate are located too close together, especially with narrower characters like “1”
Incomplete plate numbers being displayed on the plate, especially broken numbers or letters
The vehicle has the plate located in a non-standard or difficult-to-view location
The vehicle is in motion

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