SumUp Credit Card Processing 2023: Reviews & Complaints
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.
Before we dive in, here’s a short summary of what we’ll cover:
- SumUp’s various payment processing services.
- SumUp has received a consistent amount of complaints about everything from its customer service to its app and hardware.
- SumUp is good for international needs but is outdone by the best US processors.
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.
Card Readers for Small Businesses
SumUp provides card readers that allow small businesses to accept credit and debit card payments. The card readers are designed to offer basic functionality at a cost of less than $100.
No Monthly Charges
The company does not impose monthly charges for using its card readers. This is aimed at offering a low-cost payment solution for businesses.
SumUp charges a transaction fee of 2.75% per payment. This fee is considered to be one of the lowest in the industry.
Through its open platform, SumUp allows third parties to offer card acceptance via their native or browser-based applications. The company provides SDKs and APIs for this purpose.
POS Cash Advances
SumUp introduced a new financial product in 2023 called SumUp Cash Advance, aimed at providing merchants with cash advances of up to £20,000. These advances are based on the client’s payment history and are repaid through transactions processed via SumUp’s card readers. The company has secured a $100 million credit facility from Victory Park Capital to support this new offering. The service is initially launching in the UK and plans to expand to other European countries soon.
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…
- Complaints & Service: Has received more than 100 public complaints regarding…
- BBB Rating: Has a “B” rating with the Better Business Bureau but has…
- Sales & Marketing: SumUp does not appear to hire independent…
SumUp Customer Reviews
Here's What Their Clients Say
|Total Online Complaints||100+|
|Live Customer Support||Yes|
|Most Common Complaint||Account Suspension|
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
A British court has granted anonymity to an escort, referred to as “Anna,” who is challenging SumUp’s decision to ban sex workers from using its payment services. Anna had purchased a contactless card machine from SumUp to facilitate payments for her escort services while maintaining her anonymity. However, SumUp later removed Anna from its platform, citing its policy against sex workers. Anna is now seeking to reverse SumUp’s decision, arguing that the ban is discriminatory towards women under the Equality Act 2010. The court’s decision allows Anna to proceed with the case while retaining her anonymity.
Dissatisfied clients 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 Online Ratings
Here's How They Rate Online
Online Ratings Summary
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 19 complaints on its BBB profile in the last 36 months. Only 9 of these 19 complaints were resolved by the company to the satisfaction of the merchant. The remaining 10 were resolved to the dissatisfaction of the merchant or received no final response.
What Merchants Say
In addition to 19 complaints, SumUp has acquired 10 informal reviews on its BBB profile in the last 3 years, all of which are negative in tone. One 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.
Clients 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, Rates & Costs
A Closer Look at The Contract
|Monthly & Annual Fees||Unclear|
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 client’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 Employee Reviews & Sales Tacitcs
Should You Work For Them?
|Uses Independent Resellers||No|
|Discloses All Important Terms||Yes|
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.
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