SumUp Reviews in October 2026: User Ratings, Pros & Cons

Very unreliable and terrible customer…

Very unreliable and terrible customer service. We are a small business and recently encountered problems with SumUP. Firstly since we bought their terminal a year ago it has given non stop problems and is totally undependable and has failed in many customer transactions. The support is laughable and derisory. It is impossible to speak with a real person. Email support is terrible and gives the impression that the person at the other end is not knowledgeable or respectful. I wrote three ...

Affordable options

With covid and cash alternatives being the norm, we as an association needed to offer other forms of payment. Sumup ticked all our boxes, in particular, the very agreeable rates. Coming out of covid, this form of payment still very popular and continue to offer a great service.

zero customer service and help when machine added tax

having used sum up for a number of years, it has suddenly started charging a very high sales tax to my customers, I have phoned customer services twice and spent almost an hour on the phone to mostly music and confusion, as the operator seemed to have absolutely zero customer service experience and know zero about sum up too. To say I was shocked is an understatement, very disappointing, as looks like I can no longer use this machine

Great response from Sum Up after my two…

Great response from Sum Up after my two 1 star reviews on this site. So thank you. However, 19 days after being told I would I receive my replacement card reader in 2-3 days, and 3 days ago this week after being told there were no card readers available in the UK, two card readers were delivered today. I am blessed! Thank you SumUp. I will return one of the card readers "not currently available" and give you an extra star. Shame I need to write to these reviews as good product and polite ...

10 days I've been waiting for my funds…

10 days I've been waiting for my funds now. It has got to the point that I've contacted the customer and asked him to claim back the funds. Same generic answer fro live chat. Absolutely poor customer service. Caused so much stress and loss of time and still in the same situation. Edit.. its just abit strange that all you have to do it click on the link i provided over 5 days ago but you can reply to a review submitted? Its a strange way of working that.

This company lies and witholds refunds

This company lies and witholds refunds. I ordered a card reader from them which didnt arrive twice, despite messages saying it would. I asked for a refund which they said they would process but it didnt arrive. I then phoned them a further 3 times over the course of 2 months and they made repeated assurances of a refund, which also did not arrive. I then phoned up a further time after which i was told that they had no update and would "escalate" the call as there was nobody who could speak ...

non existent customer service

We have been customers of sum up for 2 years and have been very happy but two weeks ago we ordered a new card reader which arrived promptly and seemed great to start with then just stopped working. Trying to get any kind of useful help is like pulling teeth, when I got through to the phone line they didn't even recognise my merchant ID. Now having read that other people are experiencing much the same problem I think I'm just going to move to someone else. Hopefully I'll get a refund on the ...

Had no problems with SumUp until now

Had no problems with SumUp until now! Absolutely devastating Iv worked my very best to open up self employed and this month I have been robbed! Literally worked for nothing. The new updated changed my VAT to 20% which is absolutely ridiculous, I shouldn’t have to be checking if anything changed because it never should! you’re saying that Iv charged my client the 20% ? Not really the vat has surly went to yourselves. I am a single parent work 3 days a week and am down at least 100+! It’s ...

What a joke

What a joke! I signed up for a card reader and fortunately their website had an error and wouldn't accept payment. called customer support, didnt understand, then said they were out of stock and said i could purchase from a store locally ( gave me the name and address of my local gym and told me to go there.. after a few minutes of convincing him a council gym doesn't sell card readers, he suggested Currys.) complete shambles. 2 hours wasted but at least im not signed up. All of the ...

Custom amount problem -

I have been trying for over a week and a half to get answers to the problem of each transaction coming up as ‘custom amount’ I have never experienced such poor customer service in several years of me having sum up. I have spoken daily to polite but utterly ineffective agents who repeat the issue is being dealt with as a matter of urgency. But nothing happens and a week later it is still an issue. I am told I cannot speak to a supervisor or anyone from the technical department to tell me how ...