What is the official website of the payment service?
https://www.sumup.com
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Where can I find the customer support contacts?
Customer support contacts can be found on the SumUp Italy contact page and the support center on their official website.
What is the hotline phone number?
The main customer service phone numbers for general inquiries are +1(877) 648-0902 for POS & Loyalty support and +1(888) 250-2164 for Card Reader support.
Is there a toll-free support number?
Yes, toll-free numbers are available for US customers as listed (+1 toll-free numbers), but specific Italian toll-free numbers are not explicitly listed.
What is the email address for technical support?
For technical support related to card readers, the email is [email protected].
Are there separate emails for different types of inquiries?
Yes, for POS & Loyalty support, it is [email protected], and for card readers, [email protected]; other inquiries may have specific emails detailed on their support site.
Where can I find the online chat support?
Online chat support is available via the dedicated support section of the SumUp website, accessible once logged in.
Does the chat support work 24/7?
Chat support with AI assistance is available 24/7 for certain merchant tiers, including Priority Support customers.
Is there support through messengers (Telegram, WhatsApp)?
There is no verified information indicating support via Telegram or WhatsApp for SumUp.
What are the support working hours?
Standard phone support operates roughly from 9:00 AM to 5:00 PM local time Monday to Friday; specific channels may have extended hours.
Does support work on weekends and holidays?
Regular phone support typically does not operate on weekends and holidays, but AI-powered chat support is available 24/7 for Priority Support clients.
Are there regional offices for in-person visits?
Yes, SumUp has physical offices in Italy and other countries for corporate and business client visits.
Where are the physical offices located?
SumUp EU Payments UAB is registered in Lithuania at Upės str. 23, 08128 Vilnius; global offices include London headquarters and others.
Can I schedule a personal meeting?
Personal meetings can be arranged via contact through their sales or support teams by appointment.
Are there representatives in different countries?
Yes, SumUp operates in over 30 markets worldwide and has local representatives.
In which languages is support available?
Support is available in multiple languages including Italian, English, German, French, Spanish, and others across Europe.
How quickly does support respond to requests?
Average response times vary by channel; email responses can be within one business day, chat often instant or within minutes.
Is there a priority system for VIP clients?
Yes, Priority Support is available with fast-track, 24/7 live agent access for subscribed or higher-tier clients.
Can I request a callback?
Callback services may be arranged through customer support channels depending on issue severity.
When was the payment service founded?
SumUp was founded in 2012.
Who is the founder and owner of the service?
SumUp was co-founded by Daniel Klein and Stefan Jeschonnek; it is privately held.
In which country is the company registered?
The payment services entity is registered in Lithuania (SumUp EU Payments UAB).
What is the development history of the payment service?
Founded in 2012, early launch of card readers in 2012, merged with Payleven in 2016, multiple acquisitions including Shoplo (2019), Debitoor, Goodtill, Tiller, and expanded services globally.
Have there been major updates or rebranding?
Yes, ongoing product enhancements, new hardware launches (Solo card reader), AI-assisted merchant care, and service expansion.
Who sits on the company's board of directors?
Specific current board details are not publicly detailed; leadership includes founders and executives, information usually available on company disclosures.
Are there investors or partners in the service?
Investors include Goldman Sachs, Temasek, Bain Capital Credit, American Express, BBVA Ventures, Groupon.
Does the company participate in stock trading?
SumUp is privately held and not publicly traded.
What is the company's market capitalization?
As of 2022, valued around €8 billion after funding rounds.
Are there subsidiary companies or branches?
Yes, including branches across Europe and global offices; acquisitions like Shoplo and Goodtill act as subsidiaries.
What licenses does the payment service have?
SumUp EU Payments UAB holds an Electronic Money Institution license issued by the Bank of Lithuania.
In which jurisdictions does the service operate officially?
SumUp operates officially in 36 markets worldwide, including Italy and the wider EU.
Are there licenses for cryptocurrency operations?
No verified specific cryptocurrency operational licenses are indicated.
Does the service comply with AML/KYC requirements?
Yes, SumUp complies with standard AML and KYC regulatory requirements as a licensed electronic money institution.
Are there security certificates (PCI DSS, etc.)?
SumUp is PCI DSS certified, EMV compliant, and follows payment security standards.
Has the service undergone security audits?
Regular security audits are conducted in compliance with industry standards.
Is there insurance for client funds?
Client funds are protected under regulatory mandates for electronic money institutions, including segregation of client funds.
Which international standards does it comply with?
Complies with PCI DSS, EMV standards, PSD2 EU regulations, and related international financial and data security standards.
Have there been any regulatory fines or violations?
No publicly reported fines or regulatory violations against SumUp.
Where can I find real reviews about the service?
Reviews can be found on Trustpilot, Google Reviews, app stores, and fintech forums.
What are the main user complaints?
Common complaints involve occasional transaction delays, customer support wait times, and hardware issues.
What do users most often praise the service for?
Users praise ease of use, affordability, fast setup, and reliable payment processing.
Are there issues with fund withdrawals?
There are minimal reported issues with withdrawals; most users report smooth payment transfers.
Is the interface convenient according to users?
The user interface is generally rated as intuitive and user-friendly across devices.
Are clients satisfied with transaction speed?
Transaction speeds are rated well, with most payments processed quickly within seconds to minutes.
Do users recommend this service?
A majority of users recommend SumUp for small business payment solutions.
How do experts assess the service's reliability?
Experts recognize SumUp as a reliable and secure fintech payment provider with scalable solutions.
Are there industry awards and recognitions?
SumUp has been recognized as a top global employer and awarded for fintech innovation.
Does the service participate in payment system rankings?
SumUp is frequently listed in fintech industry rankings and payment solution awards.
Are there recommendations from financial regulators?
Regulators authorize SumUp and monitor compliance but no specific public endorsements.
What reputation does the service have among partners?
SumUp is regarded positively among partners and merchants for support and collaboration.
How do they evaluate solution innovation?
Innovation is rated highly with ongoing product improvements and AI support integration.
Are there quality service certificates?
SumUp holds several certifications including PCI DSS and EMV compliance certificates.
Does the company participate in industry conferences?
Yes, SumUp participates in fintech and payment industry conferences worldwide.
How does the service position itself in the market?
Positioned as an affordable, easy-to-use payment solution tailored for small and micro businesses globally.
Which fiat currencies does the service support?
Supports multiple fiat currencies including EUR, GBP, USD, AUD, BRL, PLN, and others totaling 16 currencies.
Are cryptocurrencies supported? Which ones specifically?
No verified integration for cryptocurrency payments.
Is there a proprietary cryptocurrency or token?
No proprietary cryptocurrency or token is issued by SumUp.
Can currencies be converted within the service?
Currency conversion is supported for some business account operations.
What exchange rates are used for conversion?
Exchange rates are generally market-based, updated by SumUp's banking partners or financial data providers.
How often are exchange rates updated?
Exchange rates are refreshed regularly, typically daily or in real-time depending on market data.
Are stablecoins supported?
Stablecoin transactions are not currently supported.
Can exotic currencies be handled?
Exotic or less common currencies are generally not supported.
Are there currency restrictions in different countries?
Some geographic limitations on currency usage apply based on regulatory and banking partner restrictions.
What types of transfers does the service support?
Supports card payments, bank transfers, payment links, contactless payments, and POS transactions.
Can transfers be made between service users?
Peer-to-peer transfers within the platform are limited; the focus is on merchant payments.
Are transfers to bank cards supported?
Transfers to linked bank cards may be available depending on account type.
Can money be transferred to bank accounts?
Yes, money can be transferred from SumUp accounts to linked bank accounts.
Is bill payment available?
Bill payment is not a primary feature of SumUp payment services.
Are recurring payments supported?
Recurring payments setup is possible for subscriptions and invoicing through related business tools.
Can automatic transfers be set up?
Automatic transfers can be configured in certain account settings.
Is payment scheduling available?
Payment scheduling is supported in business account management tools.
Are group payments supported?
Group payment or splitting features are limited or not core to SumUp.
Can payment links be created?
Yes, payment links can be created and shared easily via the SumUp app or dashboard.
What are the minimum transaction amounts in the service?
Minimum transactions typically start from €1 or equivalent.
What are the maximum amounts that can be transferred?
Maximum limits vary by verification status and country-specific regulations.
Are there daily limits on operations?
Daily operation limits depend on account type and verification compliance.
What monthly and annual limits are in effect?
Monthly and annual limits are applied based on anti-fraud and regulatory requirements; verified users have higher thresholds.
Can limits be increased? How?
Limits can be increased by completing enhanced verification and contacting support.
Do limits differ for verified users?
Verified users have higher transaction and funding limits than unverified users.
Are there restrictions for new accounts?
New accounts have limited transaction capacities until full verification.
Do special limits apply in different countries?
Yes, geographic regulations impose different limits per country.
Can operations be temporarily blocked?
Yes, for suspected fraud or compliance checks, operations may be temporarily suspended.
Are there limits on the number of daily operations?
Daily transaction counts may be limited based on account type and risk profiling.
What are the minimum amounts for account funding?
Minimum deposit amounts depend on funding method; often around €1 or currency equivalent.
What methods of funding are supported?
Funding methods include bank transfers and card payments for account top-ups.
Are there fees for funding?
Deposit fees vary; often bank transfers are free, card funding may incur fees.
What are the minimum funding amounts?
Minimum funding typically starts from €1 or equivalent.
How quickly are funds credited when funding?
Funding crediting times depend on method; card payments are faster, usually instant or within minutes.
How can money be withdrawn from the system?
Withdrawals can be made via bank transfer or card transfer to linked accounts.
Are there fees for fund withdrawal?
Withdrawal fees apply depending on method and location; fees are detailed per account type.
How long does withdrawal take?
Bank transfers typically take 1-3 business days, card withdrawals can be faster.
What withdrawal limits are set?
Withdrawal limits depend on account verification level and regulatory rules.
How quickly are funds credited when funding with a card?
Card funding credits are generally instant or within minutes.
How long does a bank transfer take?
Bank transfers take 1 to 3 business days typically.
How quickly do cryptocurrency transfers arrive?
Cryptocurrency transfers are not supported.
Are transfers between users instant?
Internal transfers within SumUp platform are generally instant if enabled.
Are there delays when funding on weekends?
Bank funding can be delayed on weekends due to banking hours.
Do holidays affect funding speed?
Yes, holidays may delay banking transactions.
Can crediting be accelerated for a fee?
Express processing options may be available for a fee in some cases.
What determines the speed of funding processing?
Funding speed depends on the method, banking partners, and compliance checks.
Are there notifications about funding status?
Yes, users receive notifications on funding progress and status.
What to do if funding takes too long?
Contact customer support for delayed funding resolution.
How quickly are withdrawal requests processed?
Withdrawal requests are processed within one to three business days.
How long does card withdrawal take?
Card withdrawals are usually processed within minutes to hours.
How quickly do bank transfers arrive?
Bank transfers arrive typically within 1-3 business days.
Are cryptocurrency withdrawals instant?
Not applicable, cryptocurrency withdrawals not supported.
Are there withdrawal delays on weekends?
Withdrawals may be delayed during weekends due to banking closures.
Do holidays affect withdrawal speed?
Holidays can delay withdrawal processing.
Can withdrawal be accelerated for an additional fee?
Express withdrawal services may be available for premium users.
What determines withdrawal processing time?
Processing time depends on banking system speed, compliance checks, and method.
Are there notifications about withdrawal status?
Yes, withdrawal status notifications are provided to users.
Can a withdrawal request be canceled?
Cancellation depends on processing stage; users should contact support quickly.
How to register with the payment service?
Registration is done online via SumUp website or mobile app, requiring identity verification.
What data is needed to create an account?
Personal identity, contact info, bank account details, and business information are typically required.
Can registration be done without email?
Email is required for account creation and communication.
Is phone confirmation required during registration?
Phone verification is commonly part of the registration process.
Are there age restrictions for registration?
Users must be at least 18 years old.
Can a corporate account be created?
Yes, corporate/business accounts can be created with additional documentation.
Is it required to provide real data?
Yes, real and verifiable identification data is mandatory for compliance.
Are there country restrictions for registration?
Registration is limited to countries where SumUp is licensed to operate.
How long does account activation take?
Activation takes minutes to a few days depending on verification.
What verification levels exist?
Basic and enhanced verification levels exist for higher limits and access.
What documents are required for basic verification?
Identity document (passport, ID card), proof of address.
Are documents needed for full verification?
Full verification requires additional business documents and financial statements.
Are digital copies of documents accepted?
Yes, digital document uploads are accepted.
How long does the verification procedure take?
Verification may take from a few hours up to several days.
Can the service be used without verification?
Limited use possible but with restricted transaction limits.
What restrictions apply to unverified users?
Reduced transaction limits, disabled withdrawal features.
Is address confirmation required?
Yes, address proof is part of verification.
Is a selfie with documents required?
Sometimes required for identity verification.
How often do documents need to be updated?
Documents need periodic refresh typically every 1-3 years or upon request.
What encryption technologies does the service use?
SumUp uses TLS encryption and PCI DSS compliant security.
Is two-factor authentication supported?
Yes, 2FA is available for enhanced security.
Are there SMS confirmations for operations?
SMS confirmations may be used for transaction verification.
Is biometric authentication supported?
Biometric login is available on supported mobile devices.
Is blockchain technology used?
No verified blockchain usage in core payment processing.
Is there a multi-level security system?
Yes, multi-layered security including encryption, authentication, fraud monitoring.
How is user personal data protected?
Data is protected by encryption, strict access controls, and compliance with GDPR.
Is cold storage used for cryptocurrencies?
Not applicable as SumUp does not support cryptocurrency holdings.
Is there DDoS attack protection?
Yes, robust DDoS protection is implemented in SumUp infrastructure.
Are regular security audits conducted?
Regular audits are done to ensure compliance and security standards.
What anti-phishing protection measures are provided?
User education, secure login processes, and monitoring for suspicious activity.
Is there a suspicious activity detection system?
Advanced fraud detection and monitoring systems are in place.
How does the service combat money laundering?
AML policies, KYC verification, transaction monitoring to detect suspicious activities.
Is there blocking of suspicious accounts?
Accounts can be suspended or blocked if suspicious activity is detected.
What to do when fraud is detected?
Users should report immediately to support; SumUp investigates and takes action.
How to report suspicious activity?
Via customer support channels or dedicated fraud reporting systems.
Is there compensation for damage from fraudsters?
Compensation policies depend on case circumstances; often SumUp covers unauthorized transactions.
What user rights exist for disputed transactions?
Users have the right to dispute unauthorized or incorrect transactions via customer support.
How to dispute account blocking?
Customers can appeal through support channels with submitted evidence.
Is there insurance against cyber attacks?
Cybersecurity insurance coverage is maintained as part of risk management.
What fees does the service charge for transfers?
Fees vary; standard card transaction fees typically around 1.69-2.5% per transaction.
Are there fees for account funding?
Funding fees vary by method; some are free, others may incur small fees.
Are fees charged for fund withdrawal?
Withdrawal fees apply depending on method and location.
Are there fees for currency conversion?
Currency conversion fees are applied as a percentage or fixed fee depending on service.
Are there fees for account inactivity?
Inactivity fees may apply after extended periods without transactions.
Are there account maintenance fees?
No monthly maintenance fees for standard accounts.
Are fees charged for operation cancellation?
Cancellation fees are not typical but may apply in special cases.
Are there fees for expedited operations?
Priority support and express transfers may have additional fees.
Are there hidden fees?
SumUp is transparent with fees, no hidden charges.
How are fees calculated for large amounts?
Fees may scale or have caps based on transaction size and agreement.
Are there different tariff plans in the service?
Yes, Pay-as-you-go and monthly subscription plans available with different fee structures.
What advantages does VIP status provide?
VIPs get priority support, faster issue resolution, and device warranty.
How to get preferential conditions?
Subscribe to Plus plans or meet criteria for Priority Support.
Are there free operations per month?
Some plans include a limited number of free or reduced-fee transactions.
Are there discounts for active users?
Volume-based discounts or special offers may apply.
Are there corporate tariffs?
Corporate account pricing is customized based on business needs.
Can individual conditions be obtained?
Tailored pricing available for large or high-volume clients.
Do promotional codes work for fee reduction?
Promotional codes are sometimes offered for discounts.
Are there cashback programs?
No widespread cashback programs reported.
Are there discounts for transaction volumes?
Volume discounts are available for high transaction users.
Is there an official mobile application?
Yes, SumUp has an official mobile app.
On which platforms is the application available?
Available on iOS and Android.
What functions are available in the mobile application?
Payment acceptance, invoicing, transaction history, card reader management, business tools.
Does functionality differ from the web version?
Mobile app supports core functions; web platform offers detailed account management.
Is Touch ID/Face ID supported?
Yes, biometric authentication supported on mobile app.
Can the application work offline?
Limited offline mode for card reader usage; syncing on reconnect.
Are there push notifications about operations?
Notifications are available for transactions and account activity.
Is dark theme supported?
Dark mode is available in the mobile app.
How often is the mobile application updated?
App updates occur regularly to improve features and security.
Are there beta versions of the application?
Beta versions may be available for testing new features.
Is the web interface of the service convenient?
The web interface is rated user-friendly and efficient.
Is responsive design supported?
Yes, the web platform is mobile responsive.
In which languages is the interface available?
Interface supports multiple languages including Italian, English, French, German, Spanish.
Is there a night mode for the website?
Night mode/dark theme may be available for the web interface.
Are hotkeys supported?
Hotkeys are generally not a core feature.
Can data be exported?
Yes, transaction data can be exported in common formats like CSV.
Is there an API for developers?
Yes, SumUp provides developer APIs for integration.
Is integration with other services supported?
Integrations include WooCommerce, Shopify, and other e-commerce platforms.
How often is the web interface updated?
Web interface updates occur periodically with feature improvements.
Are there virtual cards in the service?
Virtual cards are not a primary product of SumUp.
Can disposable cards be created?
Disposable or temporary card creation is not a standard feature.
Is multi-currency account functionality supported?
Multi-currency accounts have limited support depending on region.
Are there investment products?
Investment services are not offered by SumUp.
Can interest be earned on balance?
No interest accrual on balances.
Are there credit products?
Credit offerings are limited; core focus is payments.
Is P2P trading supported?
Peer-to-peer trading is not a SumUp feature.
Can cryptocurrencies be bought/sold?
Buying or selling cryptocurrencies is not supported.
Is there acquiring for business?
SumUp provides payment acquiring services for merchants.
Are mass payouts supported?
Bulk or mass payouts are not prominently featured.
Is there a loyalty program in the service?
Loyalty solutions are available via integrations and acquired products like Fivestars.
How are bonus points earned?
Not broadly applicable; loyalty points managed via partner programs.
Is there cashback for operations?
Generally no cashback on transactions.
Are there referral programs?
Referral incentives may be offered occasionally.
What privileges do VIP clients have?
VIP clients receive priority support, device warranty, and faster services.
Are there seasonal promotions and offers?
Promotions run periodically depending on market.
Can premium status be obtained?
Premium subscriptions are available (e.g., Plus plan).
Are there partner discounts?
Partner merchants may offer discounts.
Are there corporate loyalty programs?
Corporate clients can access customized loyalty solutions.
Does the service allow operations with online casinos?
No explicit support or allowance for online casino transactions.
Are there restrictions on gambling transactions?
Gambling transactions are generally restricted or closely monitored.
Can accounts be blocked for casino play?
Accounts may be blocked if suspicious activity related to gambling is detected.
How does the service view gambling?
Gambling transactions are generally viewed as high risk and regulated accordingly.
Are there special conditions for gambling?
Specific terms may apply to high-risk transaction categories.
Are casino transactions tracked?
Transactions are monitored for compliance.
Can operations with gambling sites be hidden?
Transaction privacy is maintained within regulatory limits.
Are there notifications about gambling expenses?
Users may not receive specific gambling expense alerts.
Are there special fees for gambling operations?
No public data on special gambling fees.
Can limits be set on gambling?
Limits can be configured based on user or regulatory requirements.
Is there a self-exclusion function?
No publicly noted dedicated self-exclusion tools.
Can access to gambling sites be restricted?
Access restrictions depend on user device setups, not directly via SumUp.
Is gambling expense control supported?
Expense controls depend on user settings and third-party integrations.
Are there notifications about limit exceedance?
Alerts for spending limits can be configured.
Can operations with casinos be blocked?
Yes, suspicious gambling-related operations can be blocked.
Is a "cooling-off period" supported?
Not specifically.
Can help be obtained for gambling addiction?
No direct support; users are referred to external resources.
Is there partnership with player assistance organizations?
None publicly disclosed.
How to set up gambling expense notifications?
Users rely on third-party tools and banking alerts.
Which online casinos accept this payment method?
Specific casino acceptances are not publicly listed.
Are there exclusive partnerships with specific casinos?
No known exclusive partnerships.
Do conditions differ when used in different casinos?
Not applicable.
Are there special bonuses for using this method in casinos?
No known bonuses for gambling use.
Can the method be used for both deposits and withdrawals in casinos?
Generally not supported or advised.
Are there geographic restrictions for casino usage?
Geographic laws apply as to gambling legality.
How do casino operators typically process transactions from this method?
Casinos likely treat SumUp transactions as standard card payments if accepted.
Are there typical processing times when used with casinos?
Processing times align with standard payment processing delays.
Do casinos usually charge additional fees for this method?
Additional fees depend on casino policies.
Are there any known compatibility issues with major casino platforms?
No publicized compatibility issues with casino platforms.