SumUp : most-reported complaints
Automated analysis of 2,206 public Trustpilot reviews published 2025-09-16 to 2026-09-23. TrustScore 4.2 from 57,762 total reviews — see the Trustpilot page. Quick answer: is SumUp legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Across 2206 Trustpilot reviews analysed, the most-reported issues with SumUp were: Support unhelpful (244 reports), Support unreachable (203 reports), Account/app problems (186 reports).
The company claimed its Trustpilot profile on 2023-02-23, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-22. Trustpilot ranks it 41 of 58 in Payment Service. We last checked this profile on 2026-09-23 and found 106 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Companies House: SUMUP LIMITED (no. NI742557), active, incorporated 2026 (0.1 years); next accounts due 2028-04-29. 1 current officer; 1 filings in the last 12 months (1 filings on record). official record — public register facts, not an indicator of wrongdoing; officer changes are routine in many company structures. Live Companies House status as of 2026-09-23.
Forum footprint: 26 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: “Sumup receipt text to mobile”, “SumUp - referral code to yourself (free/cheap new card reader)”, “SumUp Business account”.
Elsewhere: 3.5★ Google Play (135,882)
TrustScore over time
4.2 → 4.2 across 14 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 (86%, 9.2d) · 2026-08-15 (87%, 9.3d) · 2026-08-20 (87%, 9.4d) · 2026-08-24 (88%, 9.6d) · 2026-08-27 (88%, 9.6d) · 2026-09-01 (87%, 8.0d) · 2026-09-04 (87%, 8.1d) · 2026-09-07 (88%, 8.0d) · 2026-09-11 (88%, 7.9d) · 2026-09-14 (88%, 7.9d) · 2026-09-17 (88%, 7.8d) · 2026-09-20 (88%, 7.7d) · 2026-09-23 (89%, 7.7d).
Severity: 23% of this company’s 754 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 0.7 days between the experience and publishing their negative review (842 reviews record both dates).
What their policy promises
complaint process: as quickly as possible
“We aim to resolve any questions or concerns that you may have as quickly as possible.”
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. 2 changes detected since we started watching on 2026-09-01:
- 2026-09-15: +1/-2 lines; added: Get up to 5% cashback with a SumUp personal account. Learn more; removed: Get up to 5% Cashback with a SumUp Personal Account. Learn more | * New Zealand (snapshot)
- 2026-09-08: +2/-1 lines; added: Get up to 5% Cashback with a SumUp Personal Account. Learn more | * New Zealand; removed: 0% fees, only with SumUp. Learn More. (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 694 negative reviews that received a public reply, the median wait was 1.7 days — the company profile reports an average of 8 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 694 company replies to negative reviews analysed, 35% engaged with the specific problem and 29% were generic templates.
What employees say
Employees rate SumUp 3.3★ overall from 529 reviews on Glassdoor — the inside view, kept separate from customer complaint statistics. Read the reviews there.
Review provenance: 1544 company-invited reviews in the recent window average 4.53★, while 116 organic (uninvited) reviews average 1.50★.
47% of its 1266 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: support unhelpful makes up 32% of this company’s complaints vs a 28% median across 169 ranked companies in its sector.
Review velocity: 25,611 of this company’s 57,762 Trustpilot reviews (44%) were written in the last 12 months.
What are the most common complaints about SumUp ?
Support unhelpful
244 reports · 32% of complaintssteady“I’ve been ignored and blanked for nearly a month. I’ve even put in a complaint and that’s been completely ignored.”
The company replied on 2026-08-13: “Dear Ashleigh, Thank you for taking the time to bring this to our attention. Based on your chargeback case's recent records, it appears that your claim was rejected by Mastercard, as we do not have…”
Our classifier read this reply as a deflection.
3 readers marked this review helpful on Trustpilot.
“know ones knows what the next department is doing , zero communication”
The company replied on 2026-05-08: “Hello. Thank you for your honest feedback. We are sincerely sorry to hear that your experience with our customer service did not meet our usual standards. We aim for seamless communication, and it is…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“Getting through to customer service is awful I got cut off / moved on 7 times”
The company replied on 2026-04-24: “Dear Chloe, We thank you for your feedback and are very sorry to hear that our customer support didn't assist as expected. We will investigate further in order to improve our services and apologize…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Support unreachable
203 reports · 27% of complaintssteady“I’ve been ignored and blanked for nearly a month. I’ve even put in a complaint and that’s been completely ignored.”
The company replied on 2026-08-13: “Dear Ashleigh, Thank you for taking the time to bring this to our attention. Based on your chargeback case's recent records, it appears that your claim was rejected by Mastercard, as we do not have…”
Our classifier read this reply as a deflection.
3 readers marked this review helpful on Trustpilot.
“They are still holding over £32,000 of my company’s money”
The company replied on 2026-07-27: “Dear customer, We thank you for your feedback and are very sorry to hear that your dissatisfaction with our customer support and verifications done on your SumUp business account. As a regulated…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“my account was locked”
2 readers marked this review helpful on Trustpilot.
Account/app problems
186 reports · 25% of complaintssteady“my account was locked”
2 readers marked this review helpful on Trustpilot.
“closed my account without any notice and then have transferred money from my account to a unknown place”
1 reader marked this review helpful on Trustpilot.
“I’ve been logged out and there is absolutely nothing I can do to get back into my account”
The company replied on 2026-08-20: “Dear Alexandra, We are terribly sorry to hear that you were recurrently logged out of your SumUp Business accounts. As a regulated company, we have a responsibility and obligation to operate within…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Billing errors
81 reports · 11% of complaintssteady“They are still holding over £32,000 of my company’s money”
The company replied on 2026-07-27: “Dear customer, We thank you for your feedback and are very sorry to hear that your dissatisfaction with our customer support and verifications done on your SumUp business account. As a regulated…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“my account was locked”
2 readers marked this review helpful on Trustpilot.
“both customers sent bank statements to confirm they hadn’t received this refund”
The company replied on 2026-09-22: “Hello. We are very sorry to hear about the miscommunication following the closure of your account. This certainly does not reflect our standard procedures, and we are investigating the matter…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
Faulty product
75 reports · 10% of complaintsfalling“Can't talk to anyone on the phone. Send emails which they promise to call but don't.”
The company replied on 2026-05-25: “Dear Mrs J Attfield, We are incredibly sorry to hear about the experience you’ve had, and we want to extend our deepest, most sincere apologies for the immense frustration and disruption this has…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“cannot refund a card transaction. They take a card processing fee and hold on to it, even if you reverse the transaction.”
“they didn’t provide me with a clear solution”
The company replied on 2026-08-31: “Good afternoon, Thank you for bringing this to our attention. Although we understand the reasons behind what could motivate your discontentment, we are afraid that we will not be able to uphold the…”
Our classifier read this reply as a deflection.
Poor core service
64 reports · 8% of complaintsrising since 2026-06“SumUp refused to offer any compensation or meaningful resolution, instead hiding behind their terms and conditions.”
The company replied on 2026-07-31: “Dear James, Thank you immensely not only for bringing this situation to our attention, but for doing so in such a detailed manner, as it definitely made our investigation of the facts much easier. To…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
“Many drop outs of service and card terminals bad battery and crash alot”
The company replied on 2026-07-28: “Hi there, Thank you for sharing your feedback, and please accept our sincere apologies for the frustration these technical issues have caused. A business cannot run smoothly with service dropouts,…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“Has stopped working a few times”
The company replied on 2026-07-14: “Dear Beck, We are very sorry to hear that you had some issues with your card reader. This is not the services we wish to offer and work every day in order to offer a simple and efficient payment…”
Our classifier read this reply as a substantive response.
It promised: refund.
1 reader marked this review helpful on Trustpilot.
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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 2026-09-23.