Review Insights · Google Play
SumUp: Payments and POS
SumUp · 130,455 ratings · ★ 3.8
3.8
★★★★★
130,455 ratings
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Top complaints - extracted from 56 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"account"
15 negative reviews mention this · 27% of all complaints
★★★★★ "my account was giving problems so I contacted customer service they told me to delete app and reinstall this i did only for account to be deleted from the phone I had it connected on and atm card has not worked since...contacted customer se…" - brian Trundle
2
"customer"
11 negative reviews mention this · 20% of all complaints
★★★★★ "Doesn't work - recognises debit card when using 'locate NFC' feature, but not when trying to pay. Customer services were appalling - 2hrs on chat to them and they still didn't understand my problem (they kept asking me to do completely unre…" - R B
3
"support"
11 negative reviews mention this · 20% of all complaints
★★★★★ "Very poor experience. Days on end with various support people about an ambiguous verification issue. Support chat is buggy. l'm not sure how much they can be trusted handling money." - raz clenci
4
"card"
10 negative reviews mention this · 18% of all complaints
★★★★★ "Doesn't work - recognises debit card when using 'locate NFC' feature, but not when trying to pay. Customer services were appalling - 2hrs on chat to them and they still didn't understand my problem (they kept asking me to do completely unre…" - R B
5
"money"
7 negative reviews mention this · 13% of all complaints
★★★★★ "Very poor experience. Days on end with various support people about an ambiguous verification issue. Support chat is buggy. l'm not sure how much they can be trusted handling money." - raz clenci
6
"sumup"
7 negative reviews mention this · 13% of all complaints
★★★★★ "Do not use this company - SUMUP. it's all AI based, you can't ever talk to a human being. they lock your money away from you so you cant access it, we've currently got £750 sat as the receivable balance but it won't move over to available f…" - Leeann Elsley
7
"service"
7 negative reviews mention this · 13% of all complaints
★★★★★ "Doesn't work - recognises debit card when using 'locate NFC' feature, but not when trying to pay. Customer services were appalling - 2hrs on chat to them and they still didn't understand my problem (they kept asking me to do completely unre…" - R B
8
"phone"
7 negative reviews mention this · 13% of all complaints
★★★★★ "my account was giving problems so I contacted customer service they told me to delete app and reinstall this i did only for account to be deleted from the phone I had it connected on and atm card has not worked since...contacted customer se…" - brian Trundle
9
"chat"
6 negative reviews mention this · 11% of all complaints
★★★★★ "Doesn't work - recognises debit card when using 'locate NFC' feature, but not when trying to pay. Customer services were appalling - 2hrs on chat to them and they still didn't understand my problem (they kept asking me to do completely unre…" - R B
10
"response"
6 negative reviews mention this · 11% of all complaints
★★★★★ "Do not use this company - SUMUP. it's all AI based, you can't ever talk to a human being. they lock your money away from you so you cant access it, we've currently got £750 sat as the receivable balance but it won't move over to available f…" - Leeann Elsley
11
"email"
6 negative reviews mention this · 11% of all complaints
★★★★★ "Do not use this company - SUMUP. it's all AI based, you can't ever talk to a human being. they lock your money away from you so you cant access it, we've currently got £750 sat as the receivable balance but it won't move over to available f…" - Leeann Elsley
12
"customer service"
6 negative reviews mention this · 11% of all complaints
★★★★★ "Doesn't work - recognises debit card when using 'locate NFC' feature, but not when trying to pay. Customer services were appalling - 2hrs on chat to them and they still didn't understand my problem (they kept asking me to do completely unre…" - R B
📋 All 56 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
Doesn't work - recognises debit card when using 'locate NFC' feature, but not when trying to pay. Customer services were appalling - 2hrs on chat to them and they still didn't understand my problem (they kept asking me to do completely unrelated and unhelpful actions), let alone fix it.
Very poor experience. Days on end with various support people about an ambiguous verification issue. Support chat is buggy. l'm not sure how much they can be trusted handling money.
Do not use this company - SUMUP. it's all AI based, you can't ever talk to a human being. they lock your money away from you so you cant access it, we've currently got £750 sat as the receivable balance but it won't move over to available funds, as it should. I can't speak to anyone to sort it. sometimes you do get a response via email but not in English. Choose a different card machine!! edit - I have spoken to "people" on chat a thousand times and all they respond with is - check your emails.
my account was giving problems so I contacted customer service they told me to delete app and reinstall this i did only for account to be deleted from the phone I had it connected on and atm card has not worked since...contacted customer service again...not resolved
I have a sunmi loyverse till and now can't install the app cause its too old. insane. I'm moving to square
we were using the application for many years and were ok with high card payment fee 2 %. with last update there were made restrictios to some of the features we use, asking additional monthly payment 950 Kc / 35 € monthly, that feels unaceptable expensive for our business. was nice but tschüss SumUp.
I am unable to verify my account and just get contact support messages. When i contact support they send me in circles. I deeply regret opening a business account, it is impossible to get my hands on my own money
This app is unmanageable for ordinary people. The system will not recognise my email and the 'help' I have received from customer service has caused me to create a new account. All I want to do is access my account as I have for years. Beware one thing going wrong - it will waste lot of your time.
worked great for a while and suddenly massive issues with android devices unable to create invoices. lower fees button stopped working and accessing the help desk from the app keeps crashing. This happens on all android devices we use. still works ok on Apple devices though.
втора седмица се снимам и въртя документи и чакам верификация и един чат бот ме върти в една спирала на често задавани въпроси,явно не е за мен!
I'm disappointed, I'm trying to validate the account and the code isn't arriving. I tried contacting support through the app, I've been trying for 15 days. I called and the response was that it's automated and we can't do anything. Ridiculous. What do you mean? What kind of service is that?
Imagine paying for Payments Plus then when you change a phone number you have to spend 20 minutes on LiveChat while they verify a million details then to be told you'll get an email to change it. Then to receive an email 3 days later with a link to click to return to LiveChat to action it only to be faced with a "Verify account by phone". Then imagine running a payment solutions company that forcibly shows their client's business takings to any cashier staff without capacity to restrict it.
The devs block the tap2pay function (when you receive payments via NFC) if you have the developer options enabled, which denotes a grave lack of understanding of what they are, this is unacceptable from a fintech, hence, 1 star deserved.
shocking!!! im already looking into going with tide... I have tried to change my number so I can make other changes and there is no one contacting me back on top of that without your number you cannot change your account or anything... so the sheer fact there hasn't been contact and I cannot actually speak to someone except on line its silly ... ( on top of that !! look at.your reply ? that is not my name its paul shocked 😐 I've already contacted you 5 days in row so silly response
All business owners here please do not use this fraudulent bank. I opened a new account and transferred money to a customer through sumup. The source of the money was legitimate but my money was blocked. Now I am telling you UK residents not to use this fraudulent scammer banking system.
dreck
worst experience giving lot of trouble
you've taken away the ability to view any notes or description of payments. so I can't see who from our membership has paid as I can't see the notes now. please bring that feature back or your app is useless to me.
my buisenes card only works in certain stores . it doesn't let me pay certain buisenes expenses . it cancels some direct debits. if there was a minus star it would have 10 .. and when they escalate a problem you never hear back. absolute shite
impossivel acessar. nao entra np app, nao tem atualizacao, ja limpei memoria cache etc. resolvam por facor estou com dinheiro para sacar de la
if I could put zero stars in would dont be fooled because its cheap: Hello SumUp, I am writing to formally raise a complaint regarding a serious failure of my SumUp Air device during a recent event. At an event attended by approximately 5,000 people, I attempted to process card payments using my device. Every transaction was declined, even though my account was fully verified and my phone had a stable internet connection. There were no clear error messages or warnings provided to explain the i
Even though I blocked the marketing notifications on the app's settings, I still got some marketing notifications. Payments works well on Android though, that's nice.
impossible d'obtenir de l'aide pour changer la langue du terminal de paiement ni la langue dans laquelle je reçois mes mails
useless customer service. I couldn't activate my account, and went so long waiting for their help that I couldn't return the card reader device, now a brick. edit: wow I wish the customer service was as responsive as the review mods
The only payment provider that takes the fee even when you try and refund an erroneous payment. As you can see by their response. Their app is flawed. Fees should not be charged immediately and not be recoverable. I recommend any business avoid this app and payment provider.
I have persistent problems logging on ("Something went wrong! Please try logging in again"). The login fails in the phone app and browser although it used to work. No support channel is available until logged on!!
Mixed thoughts, Tap to pay does not work when developer options on device is on. also issues in the past connecting to device. I've found an alternative that works for me.
very bad customer support. good payment app. but when things go wrong, they could take ages or have bo clue by remote people handling the issue.
have you seen their "advanced cash" scam 😡😅
o aplicație care nu te lasă să ștergi contul ..nu sunt obligat sa rămân...mailuri care deranjează inutil...support inutil..
the app update is always really poor
The App payment sucks. I have many times had serious problems with taking the mobile Tap to Pay options. Tried to contact customer service but they never came back to me. Very disappointed.
does not answer questions
not available in Canada why not
this app is horrible. I've been attempting to get it set up and when I called for assistance I got a hold if a snot nosed drone that could only read the script in front of him. I've stumbled through and finally got the device connected and sent a$1 dollar now it's trapped in the system and impossible to get transferred to your account. suck level 10000.
Changes to subscriptions is a joke. stripped out invoices and are looking to charge an extra 110€ on top of a significant increase already.
horrible experience. they closed my account stating section or article 13 of the terms and conditions which say they can close the account without reason to "fall in line with regulations". that alone is bs. to make it worse they closed the profile without notification. could I use the app? no... "request could not verify" is all it said when I tried speaking to an agent or to even do anything and even then support just reused the same script
finding that it's not responding to 5g,4g takes ages to connect
A complete disaster! Signed up and waited weeks to get connected. They asked for back up documentation, which I sent immediately. Weeks later I was still not approved, so called the Solo number (which you call for printer). They told me I was not approved and referred me to paragraph 16 of their terms & conditions. This paragraph refers to fraud. They would not even talk to me about it. They said go back to the email they sent me. I emailed them and nothing. Still no refund for the unit.
I recently started selling pottery and wanted to do an in person market. decided to sign up with Sumup as they had an offer that said no transaction fees on forst £500 worth of transactions. later they refused to refund the fees and told me I am not a real business as I did not use the account enough. Well thanks then, please find your way to the warmest hell.
absolutely rubbish I took a cash advance and when I didn't make any card transactions in a month sent £145.51 in January via bank transfer sumup claimed not to have received it I sent a picture of my bank statement showing the money being sent they emailed me confirming they had found the money and would apply it to My account 6 weeks later it still hasn't been applied and 5 phone calls later I still can't get the monet added to my account and my overpayment of £50.83 returned to me
Please use anything else other than Sumup. Use Squarespace, take cash, just don't use this company. For over 2 weeks, they have suspended my ability to take payments or move my money. There has been no updates or care from their customer services. No response to my emails either. Atrocious company and customer services. Update; I reached out by chat a week ago, I was told my case was escalated and someone would be in touch, I'm still waiting for that person. No one got in touch.
hit and miss If you can link to your phone. If at one point it fails to link, it'll continue to fail and takes a long longgg time to get it to link at all, if you're lucky. No one to speak to on support either, all by the app and it takes hours to get a response, DO NOT BOTHER with this.
A program that doesn't work properly Very bad customer service you can't communicate with them No phone number No customer service doesn't deal with email only chat wastes 4 hours and an employee doesn't understand what he is doing Just sorry I appreciate your patience No solution to the problem I don't advise dealing with them It was the biggest mistake I made dealing with them A very bad experience
Not letting me continue support conversation. The app does not let me upload verification documents. I have reinstalled the app multiple times. I cannot complete a company name change because I need to upload documents from the app.
very slow application
tap to pay stopped working, no one has a clue
they cancel your account without pre-notice and with no clear reason - in one second you can lose access and they dont give explenation
dreadful, now constantly looses connection with card reader on Lenovo tablet. tried different card reader and still looses connection and can't find reader. have to reset card reader and restart app before it connects. however once card reader goes into standby, you have to do the whole process again, useless when serving waiting customers. havecalso tried a different tablet and still the issue persists.
very poor app and support. Got a hand held terminal and downloaded the app, filled in my details, then no instructions on how to verify and activate your account. terminal came with no instructions, no one you can call to talk to, and online chat is hopeless, still no wiser! and left with a terminal that i can't use.
+ 6 more in the clipboard copy
Sentiment summary
69%
Positive (4-5★)
3%
Neutral (3★)
28%
Negative (1-2★)