Frequently Asked Questions

General Enquiries

• I'm having issue to detect location on Setel app. What should I do?
• What is the Mesra value?
• How do you use my location data?
• Why do I need to turn on my GPS?
• What is Setel?
• Where can I view the transaction history?

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Customer Services

• Who can I contact if I have issues with Setel app?
• How can I give feedback on Setel?
• Will Setel be available at all PETRONAS stations?
• Where is Setel app available?
• How do I know what station name I am at?
• Can I reserve pumps ahead of time?

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?
• What is One-Time Password (OTP)?
• What if I forgot my password?
• Why does my phone number shown invalid upon registration?
• What infomation do I require to register with Setel?

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 Debit Card. Why does this occur?

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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?
• What do I do if I have selected the wrong pump?

Safety & Prevention

• Are motorcyclists allowed to use Setel?
• Am I allowed to use Setel outside of my car?
• Why are mobile devices not allowed to be used during refuelling?
• Is Setel safe to use at the petrol station?