Need help with SumUp Pay?
You've come to the right place. You can find answers to frequently asked questions and get in touch with our Support team.
Setting up and managing your profile
What is SumUp Pay?
SumUp Pay is an app that customers can use to pay their favourite participating SumUp merchants (using QR codes and payment links) and to send or receive money totally free of charge.
Is it free to use SumUp Pay?
Yes, there are no fees involved with using SumUp Pay. Whether that’s paying a SumUp merchant or sending and receiving money from your contacts.
Why is identity verification needed to use SumUp Pay?
SumUp is authorised as a Payment Institution by the Financial Conduct Authority (FCA). Therefore, we’re obligated to verify that you’re the individual registered with the SumUp profile for Anti Money Laundering (AML) and safety reasons.
How is my identity verified?
You’ll be asked to complete the KYC process (“Know Your Customer”) if you want to transfer, request or send money to your contacts. You can’t proceed if you haven’t completed the KYC process. You’ll need to enter your personal details (name, date of birth and residential address).
In most cases, we’ll be able to verify your profile without the need for an identity document. In some cases, however, we might need to ask for an identity document in order to verify your profile (e.g. your passport, national ID card or driver’s licence).
What are the identity document requirements?
The ID provided must be valid and not expired. It must also display a clear photo of you.
The name registered on your SumUp Pay profile must match the name on your ID.
The images uploaded must be clear, of good quality and show the whole document.
Why do I need to secure my profile?
As SumUp Pay is offering a financial service, we need to provide a safe environment for your personal finances. That’s why we offer multi-factor authentication (MFA), in order to enhance security. Should you attempt to log in to your profile from a new device, you’ll be asked to verify this attempt using your device security and a confirmation email.
How do I activate multi-factor authentication?
You can set up your multi-factor authentication (MFA) in the SumUp Pay profile settings. You'll have to use your device's security and confirm that you want to set up multi-factor authentication using an email.
How do I top up my Wallet balance?
There are a couple of ways you can top up your SumUp Pay Wallet balance. If you’ve already linked a card to your profile, you can use it to top up your balance inside the app.
If you want to top up your balance using your bank account, you can do so with a bank transfer. Your SumUp Pay transfer details include a sort code and account number that allow you to transfer money directly to your balance. You can withdraw funds back to your bank account at any time.
Is there a limit on how much I can top up?
Yes. There's a weekly limit on how much money you can add to your Wallet.
You can top up a maximum of £1000 a week (7 days rolling)
How do I change my card details?
Open "Your profile" and select "Payment methods" to manage your payment methods. There you can deactivate existing cards or add new cards. Once a card has been added, it cannot be edited. Please be aware that you can only add 4 new cards in a 30 day period.
Paying a SumUp merchant
What are the payment options with SumUp Pay?
There are several ways you can pay using SumUp Pay. To pay a SumUp merchant, you can either scan a merchant's QR code at their business or pay using a payment link that is sent to you by a merchant.
A payment link is usually sent by a merchant via email or SMS, using a messaging service like WhatsApp or on social media.
To pay at any merchant, you can create your own virtual Mastercard, the SumUp Pay Card. It can be used with Apple Pay or Google Pay to make contactless payments.
How do I pay using SumUp Pay?
It’s easy. You can save your card details to your SumUp Pay profile and the amount will be deducted from this card if the payment is successful. It’s also possible to store multiple cards on your profile and decide which one you want to use during the payment process. You can always top up your SumUp Pay profile and the funds will be deducted directly from your balance.
What is a QR code?
A QR code is similar to a barcode. It holds information that is read when scanned. Using SumUp Pay, you can scan a participating merchant's QR code and complete your payment using the app.
Where can I pay via QR code?
With SumUp Pay, you can pay at any participating SumUp merchant. You can either scan the merchant's QR code from their smart device or from a stand, display or sticker at the merchant’s business.
How do I know if I can pay via QR code?
Participating merchants may place their QR code display by their checkout, but it may be placed in the area where you make your order, such as at your table or counter. If you can’t find the merchant's QR code, you can always ask if they’re a participating SumUp merchant.
How does payment via link work?
Your merchant can send you a payment link via email, SMS or other messaging services like WhatsApp. Tapping on the link will automatically open SumUp Pay and display the amount owed to the merchant. All you have to do is confirm the payment to complete the transaction.
Sending and receiving money
What is my personal QR code?
Your personal QR code is a QR code that's unique to your profile. It can be scanned by others to show your profile information. If they're also using SumUp Pay, they'll be given the option to send and request money.
You can find your personal QR code by selecting the 'Scan' tab and then tapping on 'My code.' Alternatively. tap your profile icon and then on 'Get paid'.
Please note that your personal QR code will only be generated once you've successfully completed the signup process.
Is there a limit on how much money I can send?
Yes. There's a weekly limit on how much money you can send.
You can send a maximum of £2000 a week (7 days rolling)
Is there a limit on how much money I can receive?
Yes. There's a weekly limit on how much money you can request and receive.
You can receive a maximum of £2000 a week (7 days rolling)
Earning and redeeming points
Who provides the SumUp Pay Loyalty Program?
SumUp Payments Limited, a company with limited liability incorporated in England and Wales with its registered number 07836562 and with its registered office at 32 - 34 Great Marlborough St, London W1F 7JB, UK, is the provider of the Loyalty Program. SumUp Payments Limited is authorized by the Financial Conduct Authority under the Electronic Money Regulations 2011.
How can I join the SumUp Pay Loyalty Program?
It’s easy. Just download SumUp Pay, complete the signup process, follow any other applicable instructions and that’s it.
What does the signup process involve?
Once your identification is approved and your profile is verified, you’re eligible for the loyalty program and ready to start collecting and redeeming points.
Please note that the SumUp Pay Loyalty Program is only available for UK residents over 18 years old.
How can I earn points?
You can earn points by using SumUp Pay to pay SumUp merchants or using the SumUp Pay Card to pay at any business.
You’ll receive 1 point per £1 spent at a SumUp merchant using either SumUp Pay or the SumUp Pay Card and 1 point per £2 spent at any other business using the SumUp Pay Card.
How can I redeem my points?
You can redeem your points at SumUp merchants when paying with the app or the SumUp Pay Card.
If you’re paying via QR code or payment link, you can choose to redeem your points when going through the checkout process on SumUp Pay or by turning on automatic redemption from the Points section of the app.
If you want to redeem your points at a SumUp merchant using your SumUp Pay Card, make sure that automatic redemption is turned on and you have the amount owed in your Wallet, irrespective of how many points you have.
Will my points expire?
Yes, your points will expire 365 days after the date on which you earned those points. For example, points that were earned on 1st January 2022 will expire on 1st January 2023. Leap years are counted for exact calendar days.
Is there a limit on how many points I can earn?
You’re able to earn up to 10,000 points in a 30-day rolling period, which begins when you join the SumUp Loyalty Program.
Why was my SumUp Pay Card declined even though I have enough points?
You can only make payments using the SumUp Pay Card if you have the corresponding funds in your Wallet balance, which you can top up at any time. This is irrespective of if you have enough points in your Points balance to cover the amount owed.
That doesn't mean you can't still redeem your points using your SumUp Pay Card, you just have to make sure that there's enough money in your Wallet to cover the transaction.
What are the terms of the SumUp Pay Loyalty Program?
You can find the full terms of the SumUp Pay Loyalty Program in Section B of our Terms and Conditions.
Adding and applying promotions
What are promotions?
A promotion is a limited offer, such as a discount, that can be used on an eligible purchase at a SumUp merchant when it has been added to your profile and is applied at checkout.
Promotions are only open to users of SumUp Pay that have a verified profile.
How can I redeem a promotion?
To add a promotion to your profile, enter your promo code in the Promotions section of the app. This is accessed by tapping the gift icon in the top right corner of the app.
Once a promotion is added, you can select whether you want to apply it automatically to your next eligible purchase or save it for another time. A promotion can always be applied during the checkout process.
How can I use a promotion with my SumUp Pay Card?
To use a promotion when paying with your SumUp Pay Card, make sure you have the whole original purchase amount available in your Wallet and the promotion you want to use is applied before making a purchase.
To apply a promotion before making a purchase, go to the Promotions section of the app by tapping the gift icon in the top right corner of the app. From there, you can add a promotion and select which promotion you want to apply to your next eligible purchase.
How long is my promotion valid?
To check the validity of an added promotion, tap on the gift icon in the top right corner of the app. Each added promotion will say when it expires.
In the case that a promotion has already expired at the time you try to add it, a message beneath the entry field will let you know.
What are the Terms and Conditions for promotions?
What is a promo code? A promo code is a code that gives you access to a promotion, such as a discount that can be applied to a purchase, when it is added to a SumUp Pay profile or entered at checkout.
Who’s eligible to participate? Participation is only possible from the country you signed up in (United Kingdom, Germany, or Italy) and is only permitted for persons aged 18 and over
How long do promotions last? All promotions have differently defined dates of validity. To find out the validity of your promotion, please refer to the original source of the promo code (e.g. leaflet) or check the expiry date of the added promotion in the Promotions section of the app. This can be accessed by tapping the gift icon in the top right corner.
How does participation work? Participation in promotions takes place exclusively via SumUp Pay and is only available to customers that have verified their identity. This allows a customer to add and apply a promotion to a checkout at a SumUp merchant. A discount will be automatically deducted from the total price of the checkout when a promotion is applied and the remaining amount is to be paid to the merchant. A checkout is understood to be the instance of paying a SumUp merchant via Payment Links or QR Codes using SumUp Pay or with a SumUp card reader using the SumUp Pay Card. One promotion is separate from all other valid promotions and cannot be used in combination with another promotion or voucher. All promotions are only redeemable once and are only valid on purchases made at SumUp merchants and cannot be used on non-SumUp purchases.