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In this review of SumUp, a growing provider of mobile credit card processing, we give an overview of their affordable and easy to use payment solutions, including low processing fees, innovative card readers, and no monthly charges. We cover their SumUp Cash Advance service, contract terms, and integrations with third party tools, as well as customer feedback and overall market performance following their merger with Payleven and acquisitions of Shoplo and Fivestars. Our analysis also looks at customer support, lawsuits, and complaints to highlight both strengths and weaknesses. This balanced review helps businesses understand SumUp’s role in payment processing and whether it’s the right fit for their needs.
About SumUp
SumUp Homepage
SumUp is a European mobile credit card processing application for iPhone and Android users that launched in mid-2012. The service is similar to its U.S. predecessor Square. It includes an EMV-compatible card reader for £19.00/$19, a phone app, account setup, and a flat processing fee of 1.69% (2.75% U.S.) for all card types and transactions with no additional fees. In October of 2018, the company introduced a 3G-powered card reader allowing merchants to complete wireless transactions without wi-fi or Bluetooth. It should be noted that there appears to be a different set of card readers available for European merchants versus those in the United States. Merchants will not incur any data costs while using this reader. In 2021, SumUp released the SumUp Card, which claims to give merchants access to their payments “even on weekends”.
SumUp Merger and Expansion
In April 2016, SumUp merged with Payleven, but the newly formed entity retained the SumUp brand. Currently, SumUp is available in Austria, Belgium, Brazil, Bulgaria, Chile, Colombia, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, The Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom, and the United States of America. For the purposes of this review, SumUp will be considered a UK company, but we will include both U.S. and UK pricing information. In February of 2019, the company announced its acquisition of the e-commerce company Shoplo in an effort to expand the company’s e-commerce offerings for merchants. 2021 saw a further acquisition, with SumUp acquiring payments and marketing company Fivestars for $317 million.
Products & Merchant Services
Payment Processing Solutions
SumUp offers a range of payment processing solutions tailored to businesses of all sizes. They provide credit and debit card processing, contactless payment options, and online payment services.
Card Readers for Small Businesses
SumUp supplies card readers designed for small businesses to accept credit and debit card payments. These card readers provide essential functionality and are priced under $100.
No Monthly Charges
SumUp does not charge monthly fees for using its card readers, making it an affordable payment solution for businesses.
Transaction Fees
SumUp charges a transaction fee of 2.75% per payment, which is competitive within the industry.
Third-Party Integration
SumUp’s open platform supports third-party card acceptance via native or browser-based applications, offering SDKs and APIs to facilitate integration.
POS Cash Advances
In 2023, SumUp introduced SumUp Cash Advance, offering merchants cash advances of up to £20,000 based on their payment history. These advances are repaid through transactions processed via SumUp’s card readers. The initiative is supported by a $100 million credit facility from Victory Park Capital and is launching in the UK, with plans to expand to other European countries.
Customer Reviews & Sentiment
Increasing Feedback on SumUp Services
With over 130 SumUp reviews found across various platforms, there’s a growing concern among businesses regarding several operational aspects. Reports increasingly point towards issues such as subpar customer support, unclear pricing schemes, equipment malfunctions, and delays in fund processing. The surge in complaints about delayed payments underscores SumUp’s struggle with challenges common to mobile payment aggregators. Share your SumUp experiences or insights in the comments to help inform others.
SumUp’s Approach to Customer Assistance
SumUp endeavors to balance digital and traditional support avenues, offering email assistance, an online help center, live chat, and notably, a direct customer support line available during business hours. This mixed approach receives varied feedback, but the provision of a phone support option somewhat distinguishes SumUp from competitors like Square and Stripe, which rely more heavily on digital channels.
Industry Scores & User Ratings
Online Ratings Summary
PaymentPop
1
BBB Rating
1.4
Trustpilot Rating
4.1
Google Maps
4.4
Average Rating
3.3
PaymentPop Rating for SumUp
Negative Feedback
The worst Credit System there is. It has been twice in a year and half problem with sum up. Business loss $1000 of dollars. I do not recommend this Company. They claimed in November that I close the account. When I never did close it.
Positive Feedback
There are no positive reviews published about SumUp on the PaymentPop website.
SumUp BBB Rating
SumUp has a C- BBB rating based on customer interactions and complaints. The company has received a number of reviews and complaints that mention fund-holds.
Negative Feedback
Worst 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!
Positive Feedback
There are no positive reviews published about SumUp. on the BBB website.
Trustpilot Rating for SumUp
SumUp has an average customer review rating of 4.1 out of 5 stars on Trustpilot, based on 23,920 reviews. The majority of reviews are positive, with 62% of customers giving a 5-star rating. Common themes in positive reviews include ease of use, good customer service, and convenience for small businesses. However, 26% of the reviews are 1-star, indicating some dissatisfaction among a significant number of users.
Negative Feedback
They take your money and run off. They close your account down after you do transactions with them. I opened an account sent two invoices both clients paid and they didn’t show it in the account this end so I contacted the customer services and they shut it down and told me they sent the money back to my clients and surprise surprise my clients didn’t get the money back costing me thousands. Avoid this company unless you enjoy severe stress!
Support is never to help when you needed. recurrent server errors. most on the weekends when nobody answer the telephone. I have it on my 2 restaurants so imagine the chaos in the middle of the service when you have to tell the clients that card is not working anymore. I absolutely dont recommend it to anyone. looking to change for another company ASAP.
Positive Feedback
Easy receiving and paying out 24 hours a day. Takes the strain from transactions
Great app received payment instantly..fantastic
Google Maps Rating for SumUp
SumUp has a 4.4 out of 5 star rating based on 25 user reviews on Google Maps.
Positive Feedback
SumUp is an awesome tool for small business owners! The prices are much more reasonable in comparison to some others on the market. I love how simple it is to use SumUp
Negative Feedback
Not recommend ! How it is possible to have company like yours!!
Processing Rates & Fees
Simple, Predictable Rates
SumUp presents a transparent pricing structure, charging 1.69% for chip-and-PIN transactions (2.75% in the U.S.), and 2.5% (3.25% + $0.15 in the U.S.) for virtual terminal and SMS transactions. Its Bluetooth-compatible card reader costs £19 ($19 + 20% VAT and shipping), backed by a 30-day money-back guarantee. Additionally, larger wireless readers are available in the UK (£79 or £119 with printer) and the US ($59). The company’s terms and conditions ensure businesses can cancel anytime and detail its cash reserve policy, allowing withholding of payments to establish a reserve account for fraud prevention, akin to other mobile processor policies.
SumUp Fund Withholding Policy
Some clients express frustration over SumUp’s lack of clarity regarding payment acceptance limitations and currency restrictions. While account cancellations and fund-holds have been reported, they are less common compared to other processors like Square. Business owners should review SumUp’s prohibited business types and adhere to guidelines to prevent fund-holds.
Solid Pricing but Some Growing Pains
SumUp’s contract terms are competitive within the mobile processing sector and may even rival the most cost-effective merchant accounts. However, it may not suit all business types, and clients should ensure their needs align with SumUp’s services. Business owners are encouraged to explore our list of the top merchant accounts.
SumUp offers various point-of-sale swipers and card readers
Lawsuits & Legal History
In a notable legal action, a British court has upheld the anonymity of “Anna,” an escort contesting SumUp’s exclusion of sex workers from its services, under the grounds of the Equality Act 2010. This case highlights the ongoing debate on service accessibility and non-discrimination, with Anna arguing against what she perceives as a discriminatory policy by SumUp. The outcome of this litigation could set a precedent for payment service providers and their policies on user inclusion.
SumUp appears to primarily market its services through its website and through traditional advertising. The company’s website advertises simple, fixed-rate pricing on all transactions, and this rate does not appear to be contested by business owners. We were able to locate one SumUp review in which the client felt they had been misled as to what kind of card reader they would receive, but this appears to have been a shipping error rather than false advertisement. This does not compare favorably to our list of best credit card processors.
Different Pricing for Different Markets
Some complaints mention confusion about the service’s availability in certain countries as well as the way its pricing varies depending on the country of the user. These are minor concerns that don’t indicate any deception on the part of SumUp. Overall, the company does not seem to engage in deceptive advertising strategies in its official materials. If you feel you have been misled by SumUp, however, you could benefit from a third-party statement audit.
SumUp Competitors
Compare SumUp to competitors that earned top marks.
SumUp is rated as a worthy alternative among credit card processing competitors in Europe and the U.S. based on available data. The company is currently garnering a relatively low number of complaints and provides transparent, affordable contract terms. The primary challenge for SumUp lies in its risk mitigation policies, which may pose difficulties for some merchants. However, its dedicated phone support line helps mitigate this issue to some extent.
As the SumUp app continues to expand into new territories, its overall rating may change, so it’s important to monitor customer feedback over time. If your business is based in the U.S., it’s advisable to consider a top-rated, U.S.-based mobile payment processor rather than an overseas option. This approach can help ensure you’re receiving localized support and terms tailored to the U.S. market.
