Review Insights · Google Play
SumUp Business
SumUp · 132,683 ratings · ★ 3.7
3.7
★★★★★
132,683 ratings
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Top complaints - extracted from 68 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"
16 negative reviews mention this · 24% of all complaints
★★★★★ "horrible app, I bought the card reader and open business account with them, and as soon as I took larger payment, they locked my account and after providing all required documents there is no response from them, I tried to contact them mult…" - Wojciech Janiak
2
"customer"
13 negative reviews mention this · 19% of all complaints
★★★★★ "Most recent update has made invoicing and quotes unusable. It was usually just fine but they've completely ruined their system and I've tried on 2 different browsers and the mobile app all having the same issues where quotes or invoices can…" - Oksana Rovinsky
3
"service"
13 negative reviews mention this · 19% of all complaints
★★★★★ "shocking. great until you have a issue. customer services is run by AI who have no clue. ongoing issue for over a month. company refuse to fix issue blaming me !!!! I have referred issue to financial ombudsman. withholding money from people…" - Emma raja
4
"card"
12 negative reviews mention this · 18% of all complaints
★★★★★ "always brilliant until last update, apologies essentially no longer works on my phone making the card reader redundant" - Will Garland
5
"support"
10 negative reviews mention this · 15% of all complaints
★★★★★ "Most recent update has made invoicing and quotes unusable. It was usually just fine but they've completely ruined their system and I've tried on 2 different browsers and the mobile app all having the same issues where quotes or invoices can…" - Oksana Rovinsky
6
"money"
10 negative reviews mention this · 15% of all complaints
★★★★★ "shocking. great until you have a issue. customer services is run by AI who have no clue. ongoing issue for over a month. company refuse to fix issue blaming me !!!! I have referred issue to financial ombudsman. withholding money from people…" - Emma raja
7
"phone"
10 negative reviews mention this · 15% of all complaints
★★★★★ "Edit save checkmark icon is hidden behind my system menu on my android phone. Same issue flagged by Tom Green. It needs solving by the Sum Up team." - Kirsty Rouse
8
"update"
8 negative reviews mention this · 12% of all complaints
★★★★★ "Most recent update has made invoicing and quotes unusable. It was usually just fine but they've completely ruined their system and I've tried on 2 different browsers and the mobile app all having the same issues where quotes or invoices can…" - Oksana Rovinsky
9
"business"
8 negative reviews mention this · 12% of all complaints
★★★★★ "horrible app, I bought the card reader and open business account with them, and as soon as I took larger payment, they locked my account and after providing all required documents there is no response from them, I tried to contact them mult…" - Wojciech Janiak
10
"android"
7 negative reviews mention this · 10% of all complaints
★★★★★ "Broken on android due to UI bug, unusable." - Dani Chen
11
"unable"
7 negative reviews mention this · 10% of all complaints
★★★★★ "unable to alter prices, tick box is out of screen range" - Katie McCallum
12
"payment"
7 negative reviews mention this · 10% of all complaints
★★★★★ "horrible app, I bought the card reader and open business account with them, and as soon as I took larger payment, they locked my account and after providing all required documents there is no response from them, I tried to contact them mult…" - Wojciech Janiak
📋 All 68 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").
Most recent update has made invoicing and quotes unusable. It was usually just fine but they've completely ruined their system and I've tried on 2 different browsers and the mobile app all having the same issues where quotes or invoices cannot be completed to be sent to customers. on top of that you have to sit around waiting for any real support that isn't just an ai saying useless information. I've had a weird connectivity issue with the reader lately too.
shocking. great until you have a issue. customer services is run by AI who have no clue. ongoing issue for over a month. company refuse to fix issue blaming me !!!! I have referred issue to financial ombudsman. withholding money from people!!!!!!
Broken on android due to UI bug, unusable.
Edit save checkmark icon is hidden behind my system menu on my android phone. Same issue flagged by Tom Green. It needs solving by the Sum Up team.
unable to alter prices, tick box is out of screen range
broken UI. With the last update, the tick and cross in the items menu is under the status bar and not accessible. can't use the app at the moment. please fix it asap
I'm also having the same problem adding and editing items on my Pixel 8a. The buttons to confirm/save changes are too high up on the screen so can't be tapped at all. This means I can't add any new items or update the prices of the ones I've got listed already, making the app actually useless. PLEASE update for Android ASAP.
always brilliant until last update, apologies essentially no longer works on my phone making the card reader redundant
good service
this app is so buggy the UX is confusing, busy, and unclear. they need a good designer to overhaul it to be honest. but the bugs are the worst. I cannot update items because they placed the save button underneath the android status bar... this bug showed up exactly during a sale I was having... get a better service if you're not locked in yet.
truly rubbish and unreliable platform.
Unable to edit items on phone! I'm guessing this wasn't even tested on an android phone. The edit menu now moves to the very top corners of the screen making it impossible to confirm changes. Unbelievable that this has made it to a release stage! Also multiple failures due to network error at a market today. My signal is 100% and full 5G. Have deleted and reinstalled app twice but still failing.
The worst most frustrating service I have ever used. Errors nonstop, can't even contact support through the app through all the errors. Going through the tedious verification process to collect my earnings and NEVER using this awful service again.
Device Navigation buttons conflict with lower menu buttons in app in latest version
horrible app, I bought the card reader and open business account with them, and as soon as I took larger payment, they locked my account and after providing all required documents there is no response from them, I tried to contact them multiple times but every agent just hang up on me. I do not recommend this company to anyone who wants to run a business. can't even touch my funds which are already on there... AVOID !!!
its the worst app ive ever seen ever since the new update they brought. i cant change my phone number and i have to go through emails which is taking more than a week i dont recommend this app to anyone. the reason im using it is because my money is in there otherwise i would have deleted it ages ago.
after 14 years i can not withdraw my takings. they say i fail security questions and are telling me my date of birth is wrong? so i can take payments but not withdraw to the same buisness account that i have withdrawn to since i first signed up. my phone number is still the same also, bank account the same, but i cant get any sense out if them. So no i realy cant recommend sumup at all. terrible customer service. in reply to your reply. Keep the last £1 in my account as its the last one you will
mission to change details and address. not as simple as they make it look. and support is not 24/7 also
Shambles. They froze a deposit payment from my client for 3 days meaning I had to delay the start of the job. Getting any kind of assistance from them was excruciatingly painful. once you have fooled the robot on the phone and tricked it into putting you through to a human, as pleasant as they may be, they cannot really help.. Terrible customer service and Communication. I'll use Square from here on.
The App keeps asking me to verify my identity, but neither link or QR code work. Sum Up have been useless in their support for a potential new customer.
apo is not working in Ireland 11.06.2026 , 19:30 , people can't pay
Dodgy and unreliable..! My suspicion is it's open to manipulation
since update can no longer filter sales by individual user. It lists the transactions but not the total sales amount.If you have multiple terminals running simultaneously with different users you can no longer see their individual sales. Was told to go to download centre and download file and calculate each individual on each individual downloaded file. This is an upgrade? Looking for new pos provider.
not letting me log in, and service phone number not connecting. I need it to work, or will need to go elsewhere, please call me ASAP to resolve TODAY
Couldn't even complete my profile, if you don't have an ID from the country that you register, talked with support they asked for my proof of address and got my sharecode just so in the end to still not be able to complete my profile.
The app itself is quite good, but it's too complicated to get back to the dashboard, I have to keep coming out & going back in. It is even more complicated to withdraw your money into your own bank account. I've been on her 30 minutes & still can't find the withdraw button. For this reason I wouldn't recommend!
The app does not allow to flag or report a fraudulent transaction by Sumup debit card. I was charged twice, same amount and same merchant, same time. The merchant's terminal shows single transaction only. No way to contact the operator (SumUp), no way 2 copy-paste the transaction code. Moreover, the transaction code shown in this app does not correspond to the transaction id on the merchant's terminal. Also, unable to report, as the case does not match pre-written reasons in AI chat. A joke.
unreliable business tool. blocked my first 3 incoming amount to give vendor for few days. if you need clarification, ask for clarification instead of blocking.
the app seems good but it won't let me complete the sign up of my account meaning im unable to use it, very annoying!!! it says "unexpected error occured"... is there anything i can do to help this, i need to use the card reader this saturday
very bad service, tried to open account they rejected it without giving valid reason and wasted my time and money which was spent to order card machine. I never recommend this app to anyone. stay away as much as possible.
very pathetic experience. they are scammers. when some amount will come into your account they will terminate your account and you will lose your money. no customer service at all. beware of scam
just bad
so far, poor. not able to add card for payment.. not happy and won't be using...
Crashes immediately
terrible customer service. I am an hour trying to sort out an issue with paying from sum up to my business account. I keep getting cut off. they don't take your number to call you back. they tell me to download an app I already have then cut the call. I will be looking elsewhere. no customer service. terrible
system blocked for days .. no support at all.. they simply don't care.
Worst system to set up. Would not recommend
Waste App. I opened the app yesterday and received payment before my profile was verified. Today, I received an email stating that my account is permanently closed, but the app still shows "identity not verified." Now I am unable to cash out. Their customer support is not providing satisfying answers either.
This company always find an excuse to hold the client's money which are using to run the business, and the customer service is totally useless. After 3years this company nothung improve, the worst company in UK.
The SumUp app has a frustrating payment entry issue. Whenever entering any payment amount, the first digit is often automatically added as a partial amount with a plus sign instead of allowing the full amount to be entered normally. This forces me to delete the incorrect entry and start over every time, which slows down transactions and makes the app difficult to use during customer payments. This seriously affects usability and needs fixing or at least an option to disable it..
**BE CAREFULL** honestly one of the worst app ive ever used! cant login due to website bug. but worst part! they have NOT responded to my CANCELLATION request! They ignored my request in over 2 months and upped my charge, Disgusting. might have to go legal route. **BE WARNED**
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.
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Sentiment summary
66%
Positive (4-5★)
4%
Neutral (3★)
30%
Negative (1-2★)