Payment Processing Services
SumUp, Inc.This business is NOT BBB Accredited.
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Customer Review Ratings
Average of 11 Customer Reviews
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Review fromNathan J
Date: 09/29/2025
1 starFormal Complaint Against SumUp (also operating as FiveStars Loyalty)I am filing a formal complaint against SumUp (also known as FiveStars Loyalty) for deceptive and harmful business practices that have directly impacted my business.Summary of My Issue:* SumUp has held my deposit for over 20 days with no clear reason, resolution, or timeline for releasing funds.* Every time I call, I am told there is an error, but no one can give a direct explanation. I am also told that the one person who can handle my case is not available until 11 AM Mountain Time. This is unacceptable and leaves me without access to my own money.Why This Matters:?After researching SumUp further on the BBB website, I discovered that I am not the only business dealing with these issues. Dozens of other complaints document:* Funds being withheld for extended periods without explanation.* **************** that is evasive, unhelpful, or non-responsive.* Sales tactics that appear misleading, including promises that are not honored after sign-up * Faulty equipment and software that leaves customers paying for services they cannot use.This is not an isolated issue it is a pattern of behavior that puts small businesses like mine at serious financial risk.What I Am Requesting:1. Immediate release of my funds or a written explanation with a legal basis for why they are being held.3. A thorough investigation into SumUps business practices, as their repeated behavior suggests systemic misconduct.SumUps actions are not just poor customer service they are damaging to small business owners who rely on their deposits to operate day to day. Their repeated withholding of funds and lack of accountability represent a serious breach of trust. In my opinion, their behavior borders on deceptive and predatory, and they should not be allowed to continue operating unchecked in ******************Thank you for your attention to this matter.Sincerely,SumUp, Inc.
Date: 10/01/2025
Thank you for reaching out We're really sorry for the frustration the payout delay is causing.
We know how important steady cash-flow is when youre running a business, so Id like to explain whats going on and how we can help.
Why do we sometimes hold funds?
Making sure every transaction is safe and legitimate
Our Terms allow us to place a temporary hold if we detect unusual activity, a ***** in chargebacks or anything that might indicate fraud or legal-compliance issues (see Sections 1.5 and 3.7).
Building a short-term reserve
In some situations we create a small reserve of recent takings to cover potential chargebacks or refunds while we review an account (Section 8). This protects both you and your customers and lets us keep processing your future sales without interruption.
Regulatory checks
Occasionally were required by law, the card networks, or our banking partners to verify additional information before releasing funds (Sections 2.3 and 7.4).
What happens next?
Most reviews are cleared within a few business days. As soon as the review finishes, the held amount is released automatically in your next scheduled payout.
If we need any documents to speed things up (for example, proof of delivery or updated business details), well email you right away responding quickly is the fastest route to release.
Youll always be able to track the status in your SumUp dashboard and via the confirmation emails we send.
Need a hand right now?
Feel free to reply to this message or call our support team at ***************. If you can share your Merchant ID and the payout date youre waiting on, well look into your specific case immediately and do everything we can to get your funds moving.Review fromJessie P
Date: 09/06/2025
1 starI do not suggest using SumUp. They asked me to send over many private business documents, yet I never received any follow-up emails. My husband called multiple times, and it always seemed like the same person answering, giving the same repeated responses. Their so-called boarding team feels like a complete lie. Overall, very unprofessional. BECAREFUL theyre not even from the ***.SumUp, Inc.
Date: 09/11/2025
As part of our commitment to maintaining a secure and compliant payment platform, we are required to conduct thorough verification checks on all accounts. This process includes:
Know-Your-Customer (KYC) verification
Anti-money laundering (AML) screening
Anti-terrorism financing checks
Credit verification when applicable
Review of additional documentation as needed
During the verification process, we may request additional information or documentation from you. Your cooperation in providing these materials promptly helps ensure a smooth approval process.
Please understand that SumUp reserves the right to make final decisions regarding account verification and service approval at our sole discretion. This means that in some cases, we may need to decline or suspend services if we cannot successfully complete the verification process or if our compliance requirements are not met.
These measures are in place to protect both you and our platform from fraud and regulatory risks. We appreciate your understanding as we work to maintain the highest standards of security and compliance.
If you have questions about the verification process or need assistance with documentation requirements, please don't hesitate to contact our support team.Review fromMingYang L
Date: 04/28/2025
1 starA rude scam of a business. They present themselves as a payment processor to compete with square but in fact will refuse small businesses or minority owned businesses. Just check their social media and it's full complaints by businesses who had their accounts shut down and ********************** just points to their TOS saying they can terminate the account of anyone they wish without providing any reason. They took my money for a card reader but I had to chase them down through support to even check the status of the order, and I had to go through my bank in order to receive a refund.A completely illegitimate business as clearly indicated by the other reviews of them on BBB. Business Owners beware and don't waste your time.SumUp, Inc.
Date: 09/11/2025
As part of our commitment to maintaining a secure and compliant payment platform, we are required to conduct thorough verification checks on all accounts. This process includes:
Know-Your-Customer (KYC) verification
Anti-money laundering (AML) screening
Anti-terrorism financing checks
Credit verification when applicable
Review of additional documentation as needed
During the verification process, we may request additional information or documentation from you. Your cooperation in providing these materials promptly helps ensure a smooth approval process.
Please understand that SumUp reserves the right to make final decisions regarding account verification and service approval at our sole discretion. This means that in some cases, we may need to decline or suspend services if we cannot successfully complete the verification process or if our compliance requirements are not met.
These measures are in place to protect both you and our platform from fraud and regulatory risks. We appreciate your understanding as we work to maintain the highest standards of security and compliance.
If you have questions about the verification process or need assistance with documentation requirements, please don't hesitate to contact our support team.Review fromRodney L
Date: 04/24/2025
1 starTerrible experience with FiveStars/SumUp. I signed up for the program through a salesman named ****, who promised full support and guidance through the setup process. That never happened. I had to chase him down just to get my login information months after signing up, and after that, he completely disappeared.When I tried to cancel, I was met with constant runaround. I spoke with a *** named *****, who was dismissive and unhelpful. He admitted I was only getting $32 a month in value while being charged $250 monthly, yet still refused to help me cancel. He promised to send my contract and loop in his supervisor, but that never happened either.Trying to reach someone who can actually help is nearly impossiblecustomer service makes it extremely difficult to cancel or even speak to an account specialist. It feels like theyre trained to delay and dodge rather than support.This service has been a complete waste of money with zero return on investment. The support is nonexistent, and the overall experience has been frustrating from start to finish. Save your time and moneyI do not recommend this company.Review fromRabindra T
Date: 10/28/2024
1 starDON'T EVEN MISTAKENLY GET THIS POS Nightmare...the previous owner sold the business and informed this guys. The previous owner owned the *** and told me if I wanted to give a try to use it and use it. I used and their software sucked and I couldn't even understand how would they justify the $200+ charge. Now I am having difficulty canceling the service....which is really stupidReview fromAdrien F
Date: 06/18/2024
1 starWorst POS company out there!! There we so many issues with processes payments and connectivity. I have them every opportunity to fix it and was very patient with their support team. They eventually stopped returning my calls and gave me the run around saying they need to talk to a different person and they are waiting still and every other excuse under the sun. Now they are trying to charge me a cancellation fee for a service a never got to use due to their inability to fix their own hardware! DO NOT USE SUM UP. They should be investigated for their shady business practices!Review fromDavidBenaigesTomas
Date: 04/27/2024
5 starsI had an issue when I knocked my sumup point of sale off the counter on accident.I contacted sumup and they helped me replace it in 3 days. Great service.Review fromAubrey S
Date: 04/08/2024
1 starBEWARE!!! ****** this company. They hold companies funds and refuse to release them without jumping through crazy hoops. They have held 2500 from me for almost 3 weeks. Finally had to cancel through email because their customer service basically does not exist. Horrible experience!!!Review fromHeather I
Date: 11/03/2023
1 starI have had over **** held up with jumping over one hoop they give another to jump threw.im going out of business now because of them and nobody from security **** will talk only email no matter what you say. I'm very sorry I chose themReview fromRobert P
Date: 10/10/2023
1 starI want to say that this Sumup card reader isn't what it claim to be they hold your money that was sent using there card reader they ask for proof if I'm a business I send what I had at the time them they send me E mail they have to close my account and still have received my money
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