SumUp terminal troubleshooting

Common problems and fixes for the SumUp terminal

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  1. Refunds can't be made through SumUp from the Goodtill POS:
    image (9)
    This is something that has to be set up from the backoffice. You can do this by going to Apps > SumUp > select Connect SumUp. It will ask you to login to your SumUp account, so be sure to have your SumUp login details handy. 

  2. The Goodtill POS can't find the SumUp terminal
    1. Please first check that the Bluetooth settings on the iPad itself are turned on.
    2. Please also ensure that the Goodtill POS app has permission to access Bluetooth. To check this go to the Settings on your iPad > Privacy > Bluetooth > Enable for Goodtill POS.
    3. Ensure the SumUp device is fully charged - low battery can affect the connectivity. 
    4. Reset the reader by following the steps here

  3. You have a message advising "device blocked"
    1. This means that the card reader has been blocked, likely due to an external force hitting the reader and triggering an anti-tampering mechanism. You will need to contact the SumUp card reader support team (not the POS support team) to get a new card reader.
    2. More information on this can be found here: Device Blocked

  4. You want to turn off the "Payment Link" option
    1. Go to the cog at the top right > Settings > Payment Settings
    2. Go to "Checkout Preferences" under SumUp
    3. Disable the payment link option



For more information on the SumUp air reader please visit the page here