Poynt Overview

Poynt May Have Overcharged You

If you accepted credit cards through Poynt or any other credit card processing company between 2017 and 2019, recent changes to the law may entitle you to refunds of certain debit card and credit card processing errors and overcharges. See this post to find out if your were among the businesses affected and to learn how you can get your money back.

The “World’s First Smart Payment Terminal”

Originally created to sell the “world’s first smart payment terminal,” Poynt is a POS provider that offers credit card processing software and hardware for merchants. Poynt was launched in late 2014 by the former head of Google Wallet to promote a single piece of hardware with pre-installed POS software as well as a built-in register, scanner, and printer.

Location and Ownership

The company started shipping its first orders in September 2015 and has since expanded its service offering to include a proprietary operating system, business management tools, and an app marketplace. Poynt is compatible with all major credit card processors, so merchants will not need to switch processors to use the product. Osama Bedier is the founder and CEO of Poynt, which is headquartered at 4151 Middlefield Rd Floor 2, Palo Alto, California 94303.

Poynt Review Table of Contents

  • Costs & Contract: Poynt’s price and contract terms will vary depending on each reseller.
  • Complaints & Service: Poynt has received more than 20 public complaints.
  • BBB Rating: Poynt currently has a “D” rating with the Better Business Bureau and has received 2 complaints in the past 3 years.
  • Sales & Marketing: Poynt does not market directly to merchants and has not received any complaints about its sales practices.
  • Rates & Fees: How Merchants Got The Best Rates With Poynt
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Products & Services Offered

  • Debit and credit card processing
  • EMV acceptance
  • NFC acceptance
  • Bluetooth compatibility
  • Built-in register and barcode scanner
  • Loyalty program integration

Types of Businesses Served

  • Retail
  • Restaurant

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Poynt Rates, Fees, and Costs

Key Points

Swiped Rate 1.00% - 4.99%
Keyed-in Rate 1.00% - 4.99%
Early Termination Fee $0
PCI Compliance Fee $0
Equipment Purchase Cost Set By Reseller

No Contract Terms

Poynt can be purchased at a variable cost from a merchant’s current provider and does not come with a linked merchant account. This means that Poynt does not charge any per-transaction fees, monthly fees, or cancellation fees, and there are no contract terms associated with its use. Poynt is simply a piece of equipment that connects to a merchant’s chosen credit card processor or existing POS system. Any additional fees that a merchant pays on a per-transaction or monthly basis will be charged by that merchant’s processor.

Avoid Equipment Leases

Like other smart terminals, it is likely that Poynt will be priced higher than conventional credit card swipers. However, the versatility of the product will likely justify any one-time purchase cost. If merchants are presented with an option to lease Poynt, then they are advised to scrutinize the terms of the lease carefully. Traditionally, equipment leases are occasions for providers to lock merchants into long-term contracts that end up costing much more than the equipment is actually worth. Although a Poynt terminal is worth more than a conventional terminal, it still isn’t worth paying thousands of dollars over the course of several years just to have one.

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Response from Poynt

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Poynt Complaints & Customer Reviews

Key Points

Total Online Complaints 30+
Live Customer Support No
Most Common Complaint Product Malfunctions

Product Malfunctions

We are currently able to locate over 30 negative Poynt reviews across various consumer protection websites, though none outright accuse the company of being a ripoff or a scam. Common complaints include persistent software and hardware malfunctions, poor customer service, and difficulty setting up the system. A consistent theme in these Poynt complaints seems to be frustration with constantly glitching devices that often load slowly or malfunction within the first few months of use.

Poynt Lawsuits

We have not found any outstanding class-action lawsuits or FTC complaints filed against Poynt. In 2016, the company was sued by Verifone for trademark infringement following its acquisition of the company Point International AB. However, Verifone’s lawsuit was unsuccessful when a federal judge ruled against them. However, this lawsuit was not in regard to any of Poynt’s merchant services. Dissatisfied merchants who wish to pursue a non-litigious course of action against the company should consider reporting it to the relevant supervisory organizations.

Poynt Customer Support Support Options

Poynt generally refers merchants to the processor or agent who sold them the terminal for customer support, but it does offer technical support via a contact form and live chat feature on its website. The company’s FAQ page and dedicated “Help Center” section also provide information about the product. The company does appear to attempt to remedy complaints, particularly those that come through on its Facebook page. Although Poynt has a relatively low complaint total for a company that has been in business since 2014, many of the complaints are recent enough and echo severe enough issues to negatively impact Poynt’s score in this category.

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Response from Poynt

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Poynt BBB Rating Summary

Key Points - BBB

Product & Service Complaints 1
Billing & Collection Complaints 0
Advertising & Sales Complaints 0
Guarantee & Warranty Complaints 0
Delivery Complaints 0

Note: We have adjusted this company’s BBB rating according to our own standards. To better understand why we adjust BBB ratings, please see our Rating Criteria.

Under 5 Complaints

Poynt currently has a “D” rating with the Better Business Bureau and does not receive BBB accreditation. The company has received 2 complaints, as well as 2 which were closed in the last 12 months. Both complaints were filed in relation to a product or service problem. 1 complaint has received no response from Poynt, which is the primary factor lowering its BBB rating. The 1 remaining complaint was resolved to the satisfaction of the merchant.

A “B” Overall

In light of the company’s low complaint total, we have adjusted the BBB’s rating to a “B” for the purposes of this review. The 1 unanswered complaint is the sole basis for lowering the company’s grade from an “A” rating at the time of our previous review.

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Response from Poynt

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Truth In Marketing & Advertising

Key Points

Employs Independent Resellers No
Advertises Deceptive Rates No
Discloses All Important Terms Yes

Removed From Sales Process

Poynt does not market directly to merchants. Instead, merchants can purchase Poynt through one of its partner processors if they wish. This means that Poynt is generally removed from the sales process. We therefore will assign the company a rating of “A” unless information emerges to suggest that the company is complicit in deceptive sales tactics.

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Response from Poynt

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Poynt Marketing Example

Poynt Logo

Our Opinion of Poynt

A Solid POS Option

Poynt rates as a quality point-of-sale system according to all available information, but it has received some complaints related to its setup process, regular device malfunctions, and poor customer service. Merchants should be sure to determine whether they are likely to make use of the product’s versatility before paying its higher-than-average purchase cost.

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Thank you for reading my review. I hope that it has helped you with your research.

Why I'm Qualified to Write About Credit Card Processing and Merchant Account Services

I'm a former credit card processing sales director who left the industry because I didn't like how it takes advantage of small business owners. It feeds like a leech on businesses and thrives by imposing fees that are nearly impossible to comprehend. Seeing a need for change, I left and built this website help business owners better understand the industry, research merchant services providers, and get refunds of excessive merchant account fees. My experience of working "behind the curtain" in the industry, and using that knowledge for good, has resulted in millions of dollars returned to hard-working small business owners as well as enterprise-level companies.

From the time that I starting working in the merchant services industry to when I left to create this website, I've been on the pulse of payments for nearly 15 years. It didn't seem fair to keep this "insider" knowledge to myself. To lift the fog, I've reviewed hundreds of companies, read thousands of user reviews, and learned the pricing tricks of every provider. If you have questions about credit card processing, you can find the answers on this website.

How I Can Help You

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12 Reviews Leave Your Review for Poynt Below

  1. George DuBois Jenkins says:

    We are apparently locked into a 4 year lease for the Poynt Terminal. We were never informed that it was indeed that long! Now that Quickbooks is able to process cards the next day, having the Poynt is an unnecessary expense for our business.


    This post will help: Cancelling a Merchant Account Without Paying a Fee

    -Phillip

  2. Matt Automotive Kraus says:

    This system is Garbage! It fails constantly and does not come back up for hours or even days! Thank God we have a backup or we would be out of business! Avoid at all costs!


    This post will help: Best EMV Terminals

    -Phillip

    1. Jaron Rice says:

      Who did you get it through? Whenever any of my clients had any issues with it, Elavon replaced it free of charge.

  3. Jaron Rice says:

    FULL DISCLOSURE: I’m a Poynt reseller through Elavon. I have a number of them in the field and have seen some of them fail. The ones that have had issues thus far have been the 3G models. I’ve never had an issues with the WiFi models or the Poynt 5 handheld. I think the entire undertaking was ambitious and they probably launched a years sooner than they should have. That said, they recognized early on the issues they were having and have authorized Elavon to replace any failing units no questions asked. My clients were overnighted new devices. Elavon recently invested $100 million into Poynt and I’m confident that the investment will pay huge dividends. The best thing about the device in my opinion is the options you get. You can use it’s native register app, you can use eHopper POS, Lightning Register, Silver Fox POS, eThor, talech and a bunch of other POS softwares through this single device. Ultimately, it gives you freedom and flexibility unlike anything I’ve seen. I’m excited to see where it’s going.

  4. Steve Rinehart says:

    If you value your time and sanity, plus your business and customers…. do not come near this company. I regret ever purchasing them and so will you! It does have an BBB rating…. FAILING!!!

    From The Editor
    This Post Might Help: Best EMV Terminals

  5. This is the worst device I’ve ever used. It can’t do the simple things it’s designed to do. Imagine buying a car and then finding out it comes with half a steering wheel. Then they tell you if you want to use it you have to spend hundreds of dollars per month to rent the other half from some third party developer. To make things worse the other half of the steering wheel has its own issues and never quite works correctly. I’m sorry to be so harsh but this company and its products are complete garbage. I have spent $1000s on multiple devices and none of them work. They will reboot randomly or simply crash while you are trying to make a charge. The worst is when an entire customer order doesn’t print in the kitchen and the staff looks around while the customer gets ready to walk out. I think I have spent more time fighting to keep customers while using this device than actually managing and running my business. There is also no customer support. I’m in the middle of getting a lawyer to null this contract and then go to Square Register as soon as possible. I would recommend you stay away from Poynt before you end up like all the rest of the reviews.


    From The Editor
    This Post Might Help: Best Merchant Accounts for Restaurants

  6. Karen says:

    I’ve had fairly good success with my terminal, and for a “small” merchant this system is a good option, although a bit pricey. My biggest complaint of the terminal is the customer facing pinpad screen. It does not resemble your typical pinpads with the associated letters on the numbered keypad – only numbers. I find many of my customers use a 4 letter word to remember their pin and are stumped when they don’t see the letters. I have sent the suggestion to Poynt several times and each time get the same scripted response saying “this would be a great improvement and will escalate my request to the appropriate team”. So far no improvement (7 months later).


    From The Editor
    This Post Might Help: Best EMV Terminals

  7. Kerri Bauer says:

    I am sure the machine has potential but the right hand does not know what the left hand is doing. Horrible Service thru both Elavon and Poynt. I don’t believe it is ready to be launched. I am having the same problems as everyone else. It works, it doesn’t work, it takes cards it doesn’t take cards. Terribly disappointed in all of the companies involved. They all just pass the problems off to someone else. Nothing but stress.

  8. Ty says:

    DO NOT BUY!! It is cute but it sucks. Sometimes it works sometimes it doesnt. It says card error, I call customer service they say reboot the machine. Then it declines cards. Customer service advised me ,it only takes cards with chips. That’s news to me it has been taking cards without chips for over 5 months. Second customer service person,(slightly better English )” We repaired a glitch”. It will take chipless cards now. Numerous other problems like dropping prices, modifiers, changing taxes. Now my BIGGEST problem I just looked at my bank account. Poynt made no deposits into my account for 14 days. Nothing new, everything else was deposited for months. It just stopped! Then I am told by very nice people, it was a Poynt software problem. They its fixed “it will not happen again “. Can you do without 14 days of business, I can’t. That is the only thing they got right. It will not happen again! Dont walk away from Poynt, RUN!!!!

  9. Julia Park says:

    Very bad service. We have been told incorrect information by the people at POYNT, and we have had to figure things out ourselves. There are many things we still are trying to figure out, and we have been given incorrect answers, or no answers. There are serious problems with the functions and the design of the machine, and the worst part is they themselves cannot give any help. And the sales people don’t know how to use the machine at all.

  10. Susan says:

    This was honestly a disappointment. I have had this terminal for less than month, and it’s no longer working properly. I called customer service, and spent roughly an hour looking for the solution to this problem, but they were no help. I tried asking for a refund, and they also didn’t accept that. It was the biggest mistake to get this. Take this review as a warning to never get this.

  11. Mindy says:

    This system is very limited in what kind kind of storefront it can serve.
    It doesn’t have unit pricing programming options unless you pay for one of their TERRIBLE 3rd party apps they partnered with.
    If there are any connection errors, the system stalls and makes the checkout process even longer because they are sourcing all of your products from their website, rather than the device itself.
    If you have a large inventory of product items in one category, it is not able to scroll through them on the register app.
    This device need more development! I would suggest looking into another POS system that has been on the market longer, unless you like paying to work out the kinks.

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