Common problems and fixes for the SumUp card reader
We strongly recommend subscribing to the SumUp status page. You can configure your notifications to receive emails or texts whenever a widespread incident is reported and get quick, automatic updates when a fix is released!
How to troubleshoot some of the most common problems we see:
Error when making refunds through SumUp from the SumUp POS:.png?width=335&name=image%20(9).png)
- This is something that has to be set up initially from the POS back office.
- 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 login to your SumUp account, so be sure to have your SumUp login details handy.
- Once connected, refresh on the POS app with the logo at the top left, and you will now be able to process refunds!
Slow transaction speeds
- 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.
- 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).
- If you have multiple readers, try resetting and re-pairing the readers to the iPads, following the steps here.
- 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
- Check that your iOS and POS app are up to date.
- 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"
- 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.
- 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.
- Please first check that the Bluetooth settings on the iPad itself are turned on.
- 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.
- Ensure the SumUp device is fully charged - low battery can affect the connectivity.
- Reset the reader by following the steps here
- 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.
- If you have multiple readers, try resetting and re-pairing the readers to the iPads, following the steps here.
- 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
- Check that your iOS and POS app are up to date.
- 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!