Frequently Asked Questions
General Enquiries
- I'm having issue to detect location on Setel app. What should I do?
- What is the Mesra value?
- Is Setel app available for iOS users?
- How do you use my location data?
- Why do I need to turn on my GPS?
- What is Setel?
Customer Services
Signing In and Signing Up
- How do I change my personal details on Setel account?
- If I do not receive my (OTP) within 60 seconds, what should I do?
- Do I need to pay for (OTP) I received?
- What is One-Time Password (OTP)?
- What if I forgot my password?
- Why does my phone number shown invalid upon registration?
Balance & Mesra Points
- Will my Mesra points expire?
- How do I avoid my accumulated points from expiring?
- Can I still collect points without my PETRONAS Mesra card?
- How long does it take for my Mesra points to be credited into my account?
- Can my Mesra points be converted to cash?
- I can't topup via my CIMB debit card. Why does this occur?
Purchasing Petrol with Setel
- If I topup my Setel balance via Maybank Islamic PETRONAS Ikhwan Visa Platinum Card-i, do I get the same cash backs on fuelling petrol via Setel?
- How many participating petrol stations available at the moment for Setel activation?
- What happens after I've done refuelling the petrol?
- What should I do if pump is not linking to the app?
- If I selected the wrong station, how do I change the station?
- What do I do if I have selected the wrong pump?
Using the Kiosk
- What happens if kiosk is not responding and not showing the balance?
- Can I return a product that I’ve bought?
- What if the delivery is going to be late?
- What if a product I ordered were not available?
- What happens if I've used the kiosk to purchase store items but my items were not delivered?
- How do I verify my purchase at Kiosk?