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Business Profile

Payment Processing Services

SumUp, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Payment Processing Services.

Complaints

Customer Complaints Summary

  • 21 total complaints in the last 3 years.
  • 12 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/08/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I signed up with Sumup as a new customer. i prepaid for my REMOVEDsystem. They took my money. I made sure to ask that i wouldnt be charged until my restaurant opened. i was told no charges till i opened. REMOVEDwas my sales person. REMOVEDalso promised me other things in email and text that were not true. The latest lie they told me was they just changed the onboarding process and i needed to redo all the work i had already sent in. please keep in mind my restaurant is supposed to open in 4 days and i have no ability to accept cc and no REMOVEDsystem. I had paid for this and gotten them everything thing they needed 45 days prior. Long story short Sumup did not change there onboarding. I was dropped by them for zero reason. Heres the kicker. They refuse to refund me my money i paid back in april and May for the REMOVEDsystem. This is theft by deception. The lawsuit that is going to happen is going to be ridiculous

  • Initial Complaint

    Date:05/02/2024

    Type:Sales and Advertising Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I cant use the machines that I paid for. Every-time I contacted support and they said I would be contacted by email. When I got no email message I called back and they said that I needed to upload my documents which I had already done. I uploaded my documents for a 2nd time and they said someone would email me to which I have not received a message yet. Everyday I cant use these machines it is costing me $$$

    Customer Answer

    Date: 05/02/2024

    Resolved

  • Initial Complaint

    Date:03/05/2024

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Sumup has not released my company's funds from 2 weeks of transactions. I did not receive an explanation until I contacted them. I sent the requested documentation and have not received a response. I would like an immediate release of my funds.

  • Initial Complaint

    Date:01/10/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Sumup closed and deactivated my account while owing me $212.70 I earned for ridesharing and property management/maintenance business I earned through my business Gash REMOVED. They stated they will hold my funds for an additional 4mnths. I can't access my account to get needed invoices and receipts to file my taxes. Sumup is not sending me additional documents I am requesting for in their reason behind closing my account. They are stating because an issue with the terms and agreements of card reader. I am requesting for original documents of agreement that I never received a copy of. No issues took place with Sumup until now that they have changed their terms, which I was never aware of.

  • Initial Complaint

    Date:10/06/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have been using SumUp for years now, and Ive never been so aggravated. They do not have an option on their website to change bank details, you have to call with over 40min wait times for someone to pick up. They will then hold any funds from you and not deposit them into your bank account, and lastly they will not deposit the funds into the correct bank account, so you are out money and there is no remorse.

  • Initial Complaint

    Date:09/14/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On Wed, Aug 30, 23 I signed up for a INDIVIDUAL account, not a business account with REMOVED. This account was credited with the email address, Young REMOVEDSo I purchased a card read from this company. It was $39.00 with Free shipping, and a had 30-day money-back guarantee.On Fri, Sep 1, 23 I was notified that, "You are now able to accept up to $500 in transactions."On Sun, Sep 3, 23 I made 2 credit card transaction on this new reader using my personal credit card. One for $1.00 and the second for $1.10.On Mon Sep 4, 23 I tried to make credit card transaction, and was notified by the device due to a security issue I could not process any credit card transaction.On Wed, Sep 6, 2023 I received an email from Sumup. Demanding I provide the following BUISNESS DOCUMENTS. Please provide one of the following items to verify your business activity: Website, social media page/other web presence, or other photos/attachments of business cards, flyers, menus, inventory, storefront, detailed invoice, etc. These materials should provide clear and tangible evidence of the products or services you offer.Over the next 8 days, I have made multiple phone calls, and set numerous emails. Explaining I was an INDIVIDUAL NOT A BUSINESS. I have been told I send this company A copy of my FEDERAL TAX RETURN. ( A clear to Commit Identity Theft) I have repeated been told that the company has no supervisors, Finally, I ask for my account to be closed, to receive the funds from the 2 transactions that were made, and a full refund on the card reader.Instead, on Wed, Sep 13, 23, I receive an email stating my account was closed.When I try to contact the company now, I am told "please write to us from the email address registered to your SumUp account, as REMOVEDis not registered."I still haven't received the refund for the reader, nor any instructions on how to return it. I want my money. Can you help?

  • Initial Complaint

    Date:06/21/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I contacted sumup in regards to obtaining a credit card reader that will allow me to enter card numbers manually. They insured me they were the company I was looking for. When I got the product, their security future prevented me from using it. Customer service put me off now REMOVEDwon't return. Now out of $60 and need my money back

    Business Response

    Date: 10/29/2025

    Thank you so much for reaching out to REMOVEDtruly appreciate you taking the time to connect with our team.

    I've taken a look through our system to help resolve this issue for you, but I'm not currently finding an account associated with the information provided. I know how frustrating this can be, and I want to make sure we get this sorted out for you right away!

    To help me dig a little deeper and get you the support you need, would you mind providing any of the following details that you have available?

    Your business name or account name
    The email address associated with your account
    Your merchant ID or account number
    The phone number on file

    Once I have a bit more information, I'll be able to locate your account and jump right in to help resolve this for you. We're here to make this as easy as possible!

    Looking forward to hearing from you soon!

    Warm regards,

    REMOVED

  • Initial Complaint

    Date:06/21/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a SumUp Solo in early May 2023 for a non-profit that I am on the board of. I started the process of setting up an account on May 10, 2023. My account has been 'stuck' in 'verification' status for a month and 10 days. I have called this company 5 times and have been promised verification will be completed by the end of the day. I have since called asking for a refund which they will not give.

    Business Response

    Date: 10/16/2025

    Thank you so much for reaching out to REMOVEDtruly appreciate you taking the time to connect with our team.

    I've taken a look through our system to help resolve this issue for you, but I'm not currently finding an account associated with the information provided. I know how frustrating this can be, and I want to make sure we get this sorted out for you right away!

    To help me dig a little deeper and get you the support you need, would you mind providing any of the following details that you have available?

    Your business name or account name
    The email address associated with your account
    Your merchant ID or account number
    The phone number on file

    Once I have a bit more information, I'll be able to locate your account and jump right in to help resolve this for you. We're here to make this as easy as possible!

    Looking forward to hearing from you soon!

    Warm regards,[Your Name]

  • Initial Complaint

    Date:03/22/2023

    Type:Order Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I used their service to send a link to a client that was paying with their card via a link from sumup. They asked me to send in the contract and text messages stating what the REMOVEDis for that I was suppose to get. They have made it impossible for me to get the money Im so mad Im going to get a lawyer if it is not resolved. I worked for that money.

    Business Response

    Date: 04/17/2023

    Hello REMOVED,

    We're sorry to hear that you're unhappy with your experience with SumUp. We believe it's necessary to be as transparent as possible to best support our merchants and encourage all interested merchants to review our Terms & Conditions, accessible here REMOVED. As a regulated financial institution, SumUp is required to monitor transactions and conduct merchant verifications. Occasionally, we may request additional information to ensure transactions meet our Terms & Conditions and that merchants have supporting documentation should a chargeback be filed.

    In looking over our communications, it appears that this issue was resolved and you're successfully transacting again. If there's anything else we can assist you with, will you please let us know? Thank you!

    Your SumUp Team

  • Initial Complaint

    Date:03/21/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This merchant has not released our funds for over 4 months. After calling and being promised multiple times our payouts would be released, we still have yet to receive thousands of dollars. We have even submitted documents they requested to no avail!

    Business Response

    Date: 04/17/2023

    Hello,

    We're sorry to hear that you're unhappy with your experience with SumUp. We believe it's necessary to be as transparent as possible to best support our merchants and encourage all interested merchants to review our Terms & Conditions, accessible here REMOVED.

    As a regulated financial institution, SumUp is required to monitor transactions and conduct merchant verifications. Occasionally, we may request additional information to ensure transactions meet our Terms & Conditions and that merchants have the necessary supporting documentation.

    In reviewing our communication, it does appear that this issue was successfully resolved. If there's anything else you need, please contact our support team. Phone support is available Monday through Friday, 9am to 7pm ET at REMOVED. You can also send us an email any time at REMOVED.

    Thank you,

    The SumUp Team


SumUp, Inc. is NOT a BBB Accredited Business.

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