SumUp Reader Troubleshooting

Common problems and fixes for the SumUp card reader

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How to troubleshoot some of the most common problems we see:

Refunds

Slow transaction speeds

Can't transact at all

Device Blocked message

Connectivity Issues

 

Error when making refunds through SumUp from the SumUp POS:

Error Code: SumUp is not initialized or need authenticating again.

1. This is something that has to be set up initially from the POS back office.
2. You can do this by going to the SumUp POS back office (pos.thegoodtill.com) >  Apps > SumUp > select Connect SumUp. It will ask you to log in to your SumUp account, so be sure to have your SumUp login details handy. 
3. Once connected, refresh on the POS app with the logo at the top left, and you will now be able to process refunds!
   
   

Error Code: “Could not process the refund. Either not enough available balance to perform the operation at the moment, or the transaction is not refundable in its current state”.

 1. Insufficient Balance: You might not have enough funds in your SumUp account to process the refund. Check your available balance to ensure you can cover the refund amount.

2. Transaction State: The transaction you are trying to refund might not be eligible for a refund at this time. This could happen if the transaction was too old, already refunded, or if there are other restrictions on it.

Steps to try:

• Please try again after a few minutes.
• If this is an AMEX transaction, and you are attempting a partial refund, kindly wait 24 hours before retrying.
• If the issue persists, please initiate the refund through me.sumup.com, and void the sale via the POS system at pos.thegoodtill.com by navigating to Sales > Find Transaction > Void Sale.

Should none of the above steps resolve the issue, we recommend contacting the SumUp support team via me.sumup.com for further assistance in reviewing the transaction.

Error Code: “Could not process refund. Try again.''

The primary cause of this error is a mismatch between the SumUp Merchant account linked in the back office (under Apps > SumUp) and the account linked to the front-end POS system. As a result, when the system attempts to process the refund, it is unable to determine the correct account from which to issue the refund, due to this configuration inconsistency. Please ensure the same account is linked on the back end and on the front end.


Slow transaction speeds

1. If you have multiple iPads, you will need to ensure that each iPad is logged into its own SumUp subaccount (also called "Employee Profile"). For more information on how to set this up, click here.
2. Ensure that you have your own, secure WiFi that the guests are not using, and check the iPads connection speed by doing any speed test on Safari/Chrome on the iPad that you're using (not on your phone/laptop). 
3. If you have multiple readers, try resetting and re-pairing the readers to the iPads, following the steps here.
4. Check also how close the readers are to the iPad - it should be within at most 3 metres - any further and the bluetooth connectivity will fail and the transaction will struggle to process
5. Check that your iOS and POS app are up to date. 
6. If you're still experiencing issues, send us a video of an example of a slow transaction to pos.support.uk.ie@sumup.com and we'll investigate further!
   
   

Can't transact at all

This is usually due to one of two reasons:

1. There may be an outage on the system. These are rare but can happen. The best way to check if it's us or you, is by the status page here: status.sumup.com.

2. If you have a new SumUp account, and you haven't verified your account fully, your account may have been temporarily limited. Our onboarding team will have sent an email to you to ask for further information - please have a look for this email and respond back to it with the requested information and they'll be able to get you back up and running.

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. There isn't a way to un-block the reader.
2. You will need to contact the SumUp card reader support team (not the POS support team) to get a new card reader, which could be for free, depending on the warranty. More information on this can be found here.

 

Connectivity issues 

Please note that you can only have one reader connected to one iPad at a time. 

1. Please first check that the Bluetooth settings on the iPad itself are turned on.
2. Please also ensure that the SumUp POS app has permission to access Bluetooth. To check this go to the Settings on your iPad > Privacy > Bluetooth > Enable for SumUp POS.
3. Ensure the SumUp device is fully charged - low battery can affect the connectivity. 
4. Reset the reader by following the steps here
5. If you have multiple iPads, you will need to ensure that each iPad is logged into its own SumUp sub account (also called "Employee Profile"). For more information on how to set this up, click here.
6. If you have multiple readers, try resetting and re-pairing the readers to the iPads, following the steps here.
7. Check also how close the readers are to the iPad - it should be within at most 3 metres - any further and the bluetooth connectivity will fail and the transaction will struggle to process
8. Check that your iOS and POS app are up to date. 
9. If you're still experiencing issues, send us a video of an example of a transaction to pos.support.uk.ie@sumup.com and we'll investigate further!