FAQ Section

1) Unresponsive App?

The iPad may become unresponsive due to excess use or too many programs running simultaneously. It can also misbehave on how it displays products and stops sending data to the head office. If any of these issues arise, please follow these simple steps:

  1. Double-tap the home button.
  2. When you see all the apps on a smaller scale on the iPad screen, swipe up all of the running programs one by one.
  3. When you are sure that there are no programs running, simply click the SumUp POS app icon.

If the problem persists, please contact our support desk.


2) App not syncing
The app will not sync if the WiFi connection is not enabled. When this occurs, the header bar will turn to red, displaying a warning sign. Whenever this occurs allow up to a minute, and if the warning message does not disappear, you have to check if your iPad WiFi connection is enabled and the iPad is connected to the WiFi. You can test the WiFi connection by opening the Safari browser and navigating to a web page (i.e google.com). If you can not get the page to load in Safari and the iPad is not connected to the WiFi, you will need to troubleshoot your router.

For any other syncing issues, please look at our sync guidelines page here.


3) How to update the app to the latest version?

Go to the App Store on the iPad, and search for SumUp POS. Then tap on the tile, and then tap on Update or the icon of a cloud with an arrow.