Customer service, reviews and complaints
SumUp merchants can phone, email or message customer support on weekdays between 8am-7pm and weekends between 8am-5pm.
There is also a help section online with how-to guides and explanations of features. You cannot access these guides on the terminal (the screen is too small and not connected to a browser), but it does show the web address to SumUp’s FAQs that you can look up on your phone.
Recent customer reviews show a certain pattern of complaints, though. Some customers do not get prompt support, while others do.
You’re meant to have a helpline to call, but many users have said no one is answering or that the SumUp staff on the phone do not fix the issue, stick to their promises or follow up with a resolution. Merchants are being told to use the online chat or email for help, even when the user prefers a phone call.
We have also seen several complaints about SumUp Solo in particular, mirroring our experiences of the product. This includes a short battery life (up to 4 hours maximum, according to one user), frozen screens and unwelcome updates preventing you from taking payments when needed.
If you want to cancel the account and delete all your information, it may also take weeks or months for SumUp to follow through with this. It appears they have had a backlog of communications preventing them from helping people promptly, unless it’s an urgent issue.