Countingup: most-reported complaints
Automated analysis of 265 public Trustpilot reviews published 2025-03-04 to 2026-09-14. TrustScore 4.2 from 3,209 total reviews — see the Trustpilot page. Quick answer: is Countingup legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report account and app problems, citing issues such as payments being disabled, which accounts for 38% of the 80 identified complaints. Support-related concerns are also frequent, with 30% of complaints noting that support is unreachable and 25% describing it as unhelpful. Additionally, 12% of complaints involve billing errors, with some reviewers expressing frustration about the inability to speak with customer service staff.
How to reach Countingup
These are the contact details Countingup publishes on its Trustpilot profile, as of our last check on 2026-09-24 — it publishes no phone number there, email [email protected].
The company claimed its Trustpilot profile on 2018-05-15, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-14. Trustpilot ranks it 41 of 50 in Bank. We last checked this profile on 2026-09-24 and found 0 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 2 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “CountingUp / Counting Up”, “Company using my address”.
Elsewhere: 2.9★ on Google (0 reviews)
TrustScore over time
4.2 → 4.2 across 11 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-12 (100%, 0.8d) · 2026-08-15 (96%, 0.7d) · 2026-08-21 (97%, 0.8d) · 2026-08-27 (96%, 0.8d) · 2026-08-30 (100%, 0.8d) · 2026-09-02 (100%, 0.6d) · 2026-09-08 (100%, 0.6d) · 2026-09-11 (96%, 0.6d) · 2026-09-15 (92%, 0.6d) · 2026-09-21 (100%, 0.8d).
Severity: 46% of this company’s 80 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In September 2022, 73% of 11 one-to-three-star reviews were 1★; in September 2025, 46% of 11.
Counted from September 2022 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 1.0 days between the experience and publishing their negative review (255 reviews record both dates).
What their policy promises
support availability: Countingup app
“Thousands of business owners are using the Countingup app to save time on their financial admin and focus on growing their business.”
support availability: automates bookkeeping
“It automates time-consuming bookkeeping admin for self-employed people across the UK.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-12.
Policy-page monitoring
We monitor this company’s published policy page for changes. 1 change detected since we started watching on 2026-09-01:
- 2026-09-15: +0/-16 lines; removed: Tax preparation tips for self-employed | When you’re self-employed, you can manage taxes yourself. But if you’re not familiar (snapshot)
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 263 negative reviews that received a public reply, the median wait was 0.7 days — the company profile reports an average of under a day.
Reply quality: of 263 company replies to negative reviews analysed, 31% engaged with the specific problem and 27% were generic templates.
Review provenance: 193 company-invited reviews in the recent window average 4.53★, while 26 organic (uninvited) reviews average 2.19★.
33% of its 160 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: account/app problems makes up 38% of this company’s complaints vs a 25% median across 100 ranked companies in its sector.
Review velocity: 203 of this company’s 3,209 Trustpilot reviews (6%) were written in the last 12 months.
What are the most common complaints about Countingup?
Account/app problems
30 reports · 38% of complaintsfalling“the App shows that Payments out are disabled”
The company replied on 2025-07-10: “We're sorry to hear about your experience Aisha 🙁 We know it’s far from ideal when things like this happen. The suspension you’ve mentioned is usually due to internal processes that we have in place…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“account temporarily suspended meaning I’m broke but have money”
The company replied on 2025-07-07: “We understand how stressful it must have been not to be able to access your funds when you had important expenses to cover. We're sorry for any inconvenience caused 😞 Occasionally, we do need to…”
Our classifier read this reply as a substantive response.
2 readers marked this review helpful on Trustpilot.
“blocking funds for no reason ( transfers between accounts with the same name accounts ), not once, multiple times.”
The company replied on 2025-10-13: “We're really sorry to hear about your experience Jarek 😞. We understand how frustrating it may be when you experience delays in payment processing. I can see that the team have been in touch with…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Support unreachable
24 reports · 30% of complaintssteady“the App shows that Payments out are disabled”
The company replied on 2025-07-10: “We're sorry to hear about your experience Aisha 🙁 We know it’s far from ideal when things like this happen. The suspension you’ve mentioned is usually due to internal processes that we have in place…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“You don't have customer support. No one to respond to customer.”
The company replied on 2025-09-24: “Hi Anthony, we’re really sorry to hear this! We have a UK based support team who are available 9-5pm, Monday to Friday. I can see when you messaged us they got back to you within 10 minutes, did you…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“No customer support line. Texting is the only way to get help”
The company replied on 2025-06-30: “We're sorry to hear you were unhappy with your experience 😞. We've taken on board your feedback about having a phone line. I have looked into the query you had this morning and can see that our…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
Support unhelpful
20 reports · 25% of complaintsrising since 2026-03“the card was immediately blocked. I reached out to Support — while they acknowledged my message, no meaningful help was provided.”
The company replied on 2025-07-07: “Thank you for taking the time to share your experience Liam. We're sorry to hear about the challenges that you've faced with your account today 🙁 We understand that as a business owner, having…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
“app holds funds most of the time for all payment regardsless first time payment or regulars”
The company replied on 2025-06-22: “We know how frustrating it is when payments take longer to process, especially when it impacts paying your suppliers 😞 We've reached out for some further information so we can look into this matter…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
“You’ve replied saying you’ve reached out, which you haven’t.”
The company replied on 2025-11-04: “Thanks for taking the time to leave your feedback Sarah - we're sorry to hear about the experience you've had with us here 🙁 We've reached out to get some further insight into the customer service…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Billing errors
10 reports · 12% of complaintsrising since 2026-03“I can’t even talk to anyone because you don’t want to employ real people to help customers”
The company replied on 2026-09-14: “Countingup will never hold funds 'just because we can' - any payment reviews or holds are strictly in accordance with UK financial regulations. That said, I'm sorry to hear you've not received a…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“I have now reluctantly waited the promised 30 days to no avail”
“rejected the request on 2 occasions”
The company replied on 2026-09-02: “I'm sorry to hear your negative experience with us John 😞 We've requested some more information from you so we can identify the exact experience your review relates to. From our records, we can't…”
Our classifier read this reply as a template response.
Other
9 reports · 11% of complaintssteady“refusing to pay me my 10k in my account”
The company replied on 2025-06-12: “We're sorry to hear about your experience Jamie 🙁 As part of our regulatory obligations, we’re required to regularly review accounts, which sometimes results in closure of an account. We sincerely…”
Our classifier read this reply as a deflection.
“Your emails dont arrive on time I am threatened with penalitties.”
The company replied on 2026-07-21: “Thanks for taking the time to leave a review Sunil. We're sorry to hear that you're feeling stressed. Countingup doesn't issue penalties, nor would we threaten our customers. We will send automated…”
Our classifier read this reply as a deflection.
“Credit card only works in some places and high monthly fees.”
The company replied on 2025-04-28: “Hi there 👋 We're sorry to hear that your experience hasn't met your expectations 😔 We understand how important it is for your fees to feel fair and your card to work as required. We're committed to…”
Our classifier read this reply as a template response.
Refunds delayed
4 reports · 5% of complaintsrising since 2026-03“I have now reluctantly waited the promised 30 days to no avail”
“blocked and restricted my account on the 29/7/26”
“With-holding Company funds for 30 days.”
The company replied on 2026-04-19: “I’m sorry to hear of your frustration Ian 😞 To provide some context on our processes, when we're notified that someone is no longer a director of a business, we need to suspend access to the…”
Our classifier read this reply as a substantive response.
It promised: refund.
Compare Countingup with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-15.