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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.
Payment Processing Solutions
SumUp offers a variety of payment processing solutions that can be customized to meet the needs of businesses of all sizes. They provide credit and debit card processing, as well as contactless payment options and online payments.
In addition to payment processing solutions, SumUp offers point-of-sale (POS) systems that are designed to be user-friendly and efficient. These systems can be customized to meet the unique needs of any business and can include features such as inventory management, reporting, and customer relationship management.
For businesses that operate online, SumUp provides e-commerce solutions that can help streamline the payment processing process. These solutions include online payment gateways, shopping cart integrations, and secure payment processing.
SumUp offers gift card solutions that can help businesses attract and retain customers. These programs can be customized to fit the unique needs of any business and can include features such as custom branding, mobile compatibility, and analytics reporting.
SumUp provides invoicing solutions that allow businesses to create and send invoices quickly and easily. This service can be integrated with their payment processing solutions, making it easy for businesses to manage their finances.
Location & Ownership
SumUp can be seen as a direct competitor to iZettle, another similar service that entered the European market around the same time as SumUp. SumUp is a registered Payment Facilitator of Fifth Third Bank SumUp is headquartered at 32-34 Great Marlborough St, Soho, London W1F 7JD, UK, and Daniel Klein is listed as the CEO of SumUp, while Michael Schrezenmaier is currently SumUp CEO Europe. Marc-Alexander Christ is a co-founder of SumUp. SumUp’s website mentions it is registered at 1209 Orange Street, Wilmington, DE 19801, while its BBB profile lists an American office located at 2000 Central Ave Ste 100, Boulder, CO 80301.
Table of Contents
- Costs & Contract: Offers a month-to-month agreement with a fixed per-transaction fee and a one-time cost to purchase a…
- Complaints & Service: Has received more than 100 public complaints regarding…
- BBB Rating: Has a “B-” rating with the Better Business Bureau but has received 15 complaints and 8 reviews in the last 3 years in regards…
- Sales & Marketing: SumUp does not appear to hire independent sales representatives and has not received any major complaints about its…
SumUp Reviews and Complaints
Here's What Their Clients Say
Total Online Complaints
Live Customer Support
Most Common Complaint
Rising Complaint Total
We are currently able to locate more than 130 SumUp reviews, some of which allege that the company is a ripoff or a scam. Common issues for businesses include poor customer support, confusing pricing and promotions, device malfunctions, and withholding or late delivery of funds. The complaints about late payment or withholding of funds have increased since our last update, which suggests that SumUp is beginning to encounter the difficulties faced by other mobile merchant account aggregators. If you have your own SumUp review to make, please do so in the comments below.
SumUp Lawsuits and Fines
We have not found any outstanding class-action lawsuits or FTC complaints filed against SumUp. Dissatisfied merchants who wish to pursue a non-litigious course of action against the company should consider reporting it to the relevant supervisory organizations.
SumUp Customer Support Options
Much like Square and Stripe, SumUp primarily offers customer support via email, an online help center, and live chat, which appears to have caused problems for some clients. Unlike its main competitors, though, SumUp maintains a direct customer support phone number during business hours. This support channel has received mixed reviews from businesses, but its mere existence places the company slightly ahead of mobile payment processors that offer no phone support at all.
SumUp Customer Service Numbers
- (888) 250-2164 – Toll-Free Customer Support
Other Support Options
- [email protected] – General Customer Support
- [email protected] – Press Inquiries
- [email protected] – Data Privacy Queries
- [email protected] – Legal Requests
SumUp still falls short of the standard we expect from top merchant accounts for great customer service, but it is outperforming its peers thus far.
SumUp BBB Rating and Report
Our Better Business Bureau Profile Assessment
A Recent Rise in BBB Complaints
The Better Business Bureau currently maintains a profile for SumUp’s U.S. operation headquartered in Boulder, Colorado. This profile does not cover the company as a whole and is not representative of SumUp’s overall level of service, only focusing on its U.S. market. At this time, the BBB assigns SumUp a “B-” rating, though it has not granted BBB accreditation to the company. SumUp has received 15 complaints on its BBB profile in the last 36 months. Only 8 of these 15 complaints were resolved by the company to the satisfaction of the merchant. The remaining 7 were resolved to the dissatisfaction of the merchant or received no final response.
What Merchants Say
In addition to 15 complaints, SumUp has acquired 8 informal reviews on its BBB profile in the last 3 years, all of which are negative in tone. The most recent review details an alleged inability to take payments:
STAY AWAY FROM SUMUP! Wow!!! This company are very unethical and borderline thieves!! They told me I would have no issue accepting cards using their pos. But now they have after 3 times of saying that I can accept after reviewing then saying I couldn’t after reviewing then saying I could after reviewing then saying I couldn’t after reviewing – Although I spent money on their point of sale terminals after they said I could accept money. They are beyond corrupt and I can guarantee they’ve done this 1000’s of times. They say you can accept money using their POS terminals then when you buy them they say that you are actually unable to use their services so now how you have terminals that are absolutely useless!!!!I’ll sum up SUMUP in one sentence. Criminals with legalese to protect them.
Merchants in this situation would benefit from our list of the best high-risk processors.
A “B” Performance
We agree with the BBB’s rating of a “B” due to rising complaints and lack of resolution by the company.
SumUp Fees and Rates
A Closer Look at the Contract
Don't Fall Into An Expensive Trap. See Who The Worst Processors Are.
Monthly & Annual Fees
Simple, Predictable Rates
SumUp appears to offer a very transparent pricing model of 1.69% for all chip-and-PIN transactions (2.75% U.S.), 2.5% (3.25% + $0.15 US) for all virtual terminal and SMS transactions, and an upfront cost of £19 ($19 + 20% VAT and shipping) for its Bluetooth-compatible card reader protected under a 30-day money-back guarantee. There are also larger format wireless readers available in both the UK (£79 or £119 with printer) and US ($59). The company’s terms and conditions state that businesses may cancel service at any time, and they also outline the company’s cash reserve policy. Under this policy, the company may withhold portions of payments in order to establish a reserve account as a fraud prevention measure. This policy is similar to those used by other mobile/smartphone processors.
SumUp Fund Withholding Policy
Some clients have expressed frustration that SumUp does not make it clear that its default reader cannot accept payments over the phone or accept certain currencies from outside a SumUp merchant’s country. A growing number of complainants also express frustration with sudden account cancellations and fund-holds, which is similar to the feedback Square has received. In SumUp’s case, however, these complaints are far less common, and some appear to be authentic violations. Business owners are encouraged to review the company’s prohibited business types, which are outlined on its website. They should also follow the same rules with SumUp that they would follow to avoid Square fund-holds.
Solid Pricing but Some Growing Pains
Generally speaking, the company’s contract terms are competitive with other mobile processors, and in some cases, SumUp may even compete with the cheapest merchant accounts. However, the service is not a perfect fit for all business types, and potential clients should be sure that their needs fall within SumUp’s capabilities. We also encourage business owners to check out our list of the providers of the best merchant accounts.
SumUp Jobs and Employment
Hiring Standards and Ethical Marketing Assessment
Audit Your Current Statement To Find Its Hidden Fees
Processing statements are intentionally complicated so that they can overcharge you. Get clarity before you switch.
Uses Independent Resellers
Discloses All Important Terms
Internal Sales Team
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 Review Summary
Our Final Thoughts and Opinions
According to all available information, SumUp rates as a worthy alternative to its credit card processing competitors in Europe and the US. The company is showing a relatively low number of complaints at this time and appears to offer transparent, affordable contract terms. The major drawback of SumUp at this time appears to be its risk mitigation policies, but its phone support line helps to keep this issue under control. The SumUp app is still expanding into new territories, and its overall rating is therefore subject to change as its use spreads. If you are based in the U.S., we recommend seeking a top U.S.-based mobile payment processor rather than one based overseas at this time.
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Customer & Employee ReviewsWhat Others Are Saying About SumUp