Review Time
I rarely leave reviews but this has probably been my worst product - customer care experience to date and I think others should be aware.
My experience with this company has been embarrassing for all concerned . I purchased a card reader in good faith, expecting a straightforward setup process and reliable customer support. Instead, I was met with repeated technical failures and a level of customer service that can only be described as incompetent and insincere.
I attempted twice to set up accounts, and while it seemed to work for about 3 minutes I was then locked out - due to technical issues. Unable to reset my password I made a new account with a different email and experienced the same problem.
When I contacted customer care, through their useless chat function as there is no phone or email option, I received absolutely no meaningful assistance and only insincere repeated messages that seemed more like to be from a bot than a human agent. The representatives were unable to resolve the problem, offered no clear explanations, and simply told me I would be contacted within 24 hours. That follow-up never came. Despite multiple attempts to chase this up, I was left waiting for over 48 hours with no response whatsoever. They told me my case was escalated to high importance, but still nothing
Because of these failures, I have lost a lot of business. I purchased this device specifically to sell products, and instead of enabling my business, it actively harmed it and wasted hours of my time. The complete absence of urgency or accountability from their support team is shocking.
Even more concerning is their handling of my personal data. I requested that all data associated with both failed accounts—including passport photographs and identity verification documents—be deleted. While they managed to delete one account’s data, they have failed to delete the second. They are unable (or unwilling) to provide any timeframe for when this will be completed. This lack of transparency and urgency when handling highly sensitive personal information is deeply troubling and potentially unlawful.
The rudeness, incompetence, and disregard for customer concerns have destroyed any trust I might have had in this organisation. I have no confidence in their ability to protect personal data or provide even basic customer support. I would strongly advise others to think very carefully before entrusting this company with their business or their sensitive information.
Based on other reviews - this product might work well often - but whenever there is the slightest glitch the incompetence of the organisation is revealed and there is no assistance at all for customers. Think twice before relying on an organisation that cares so little about its customers, gives no way to contact human agents, and does not follow up problems.
My local cricket club have been using sum up for the last 8 years. Great product and POS, card reader has never let us down and the low transaction fees are great for our small village club and the customer service is brilliant.
Highly recommend
Do not use if you rely on your money to live on. They can freeze your account and hold your money to run “extra security checks” whenever they want. I’ve heard of some people not being able to access their own money for weeks at a time. I recently purchased a sum up car reader for a new customer, he wanted to pay by card. I’m a bathroom fitter and I usually ask for a part payment the first week and the rest on completion if it it’s longer than a week job. My first payment of £1200 was fine, you can access your money the next day. The final payment was for £2000, my account is undergoing “extra security checks” and I cat get my own money. I rely on this money to live on, I don’t have savings or anything like that, now my own money that the customer happily paid me is being held without my permission. I don’t have money for the plans I’ve made this weekend, it’s my daughters birthday, reasonable plans that I knew (thought I knew) I’d have the money for. Absolutely disgusting that this can happen without warning at any given time!
Here at D&S Premier Leather I’ve had the worst experience ever with SumUp as a POS system. I previously used Square and was content until a SumUp rep persuaded me to switch. What a mistake. Their customer service is non-existent. Since Christmas, I’ve waited on a software fix that only just got sorted now—after endless delays. I lost customers because the machine would hang, and printing receipts took too long. After 18 months of frustration, they offered me a token £20 fee reduction—no real compensation. It takes three weeks for them to even respond to an email. While their phone reps are polite, they have no clue how to fix anything. Honestly, it’s appalling service from a big company that should do better. As soon as I can, I’m going back to Square. If you’ve had similar issues, give this a like or comment. SumUp has been a nightmare.
Unfortunately I had a very bad experience with Sumup after using them for years. They changed my account settings without me knowing and kept all my money in their bank account! I didn’t realise straight away. After chatting for 1 hour to their helpline I was even told money was sent but I didn’t see it on my statement. They started acting like a bank! And not releasing money - I thought fraud was commited on my account!
Had their portable card reader for a while now but have upgraded to their full account and its great.
Customer support can be a but slow despite the “priority 247” and like most similar businesses their chat “bot” is a bit useless however answers to queries were forthcoming. Debit card arrived next day
big thanks to Gianmarco for answering questions on email rapidly
Update.
I can see reviews posted here after me posting review have had replies/comments from sumup. Ghosted again.
I have been a loyal SumUp customer for years, but the level of service I am currently receiving is appalling. It has now been 9 days since my first issue began, and I am being completely "played about" by their support and operations teams.
I am missing funds from two separate incidents:
* Invoice Link Bank Transfer Payment, (Feb 2nd) my payment from customer was held under review: I provided all requested evidence, including ID for the sender and full chat logs. Since then, I have been totally ghosted by "Demira" and the Operations team.
* Failed ATM Withdrawal (Feb 1st): Despite the transaction showing as "Failed" on their own system, the money was taken and has not been returned for over a week.
The most frustrating part? I received an official email days ago claiming the review was finished and my money was "sent." This was a lie. No money has arrived, and every follow-up email I send is being ignored. When I go on Live Chat, the agents just read from a script and tell me to "wait," ignoring the fact that their own company's emails are providing false information.
You cannot treat long-term business customers like this. I have fulfilled every requirement, yet I am being ignored by the "Ops" team while they hold my business funds. I have now no option to file a formal complaint and will be taking this straight to the Financial Ombudsman Service (FOS).
Case Reference: #426772860
ATM Ref: C9YEB77J4R
I’m a small business and there system is perfect for me, we was once scammed and they actually gave us the money back which really helped at a very difficult time and for that il always use there system it’s safe and secure and super easy to work with, they are worth the fee they charge
The SumUp app is very easy to use and offers a variety of payment methods from direct card payments to electronic payment links and invoice generation. I find it very reliable and my customers prefer paying contactless rather than cash or bank transfers. Having recently set up a business account I now receive payments quickly and have the convenience of a linked debit card for business purchases.
order the sum to take entry fees for a bridge game...worked for a month and then stopped and declined all..support referred me to onboarding and they wanted more infomration as to whether I was a nonprofit or sole propiretor which I provided... over two weeks and numerous calls...the support agent couldnt connect me to onboarding..onboarding kept syaijng they would verify within a day...and when I finally said I want to return the reader it had passed 30 days.... horrible cutsomer support...I finally gave up and order a square product....
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SumUp is a leading global financial technology company driven by the purpose of levelling the playing field for small businesses. Founded in 2012, SumUp is the financial partner for more than 4 million small merchants in over 35 markets worldwide, helping them start, run and grow their business.
Through its Super App, SumUp provides merchants with a free business account and card, an online store, and an invoicing solution – as well as in-person and remote payments seamlessly integrated with SumUp’s card terminals and point-of-sale registers. SumUp is committed to leveraging its success to make the world a better place and has pledged to donate 1% of its revenue to support environmental, educational and entrepreneurial causes. In 2022 SumUp was recognised as a Top Global Employer for the LGBTQ+ community by the Stonewall Workplace Equality Index.See more
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