Security Standards: Why We Request Documents

As a financial institution handling sensitive payment information belonging to both customers and businesses, security is a top priority for us. And, in order to offer the safest card acceptance product and service available, SumUp operates under strict conditions imposed by the financial regulator, the card schemes (Visa, MasterCard, etc. ), and the acquiring bank—who acts as a gateway to the card services.

Due to these regulations, we’re not able to support every business model. If you’re wondering whether you’re eligible to use SumUp, please consult this list.

When you’ll be asked for documentation:

During registration, we require documentation to verify the account, which is requested from everyone who signs up. This is standard business practice for banks and companies offering payment solutions, like card readers. The requested documents may vary slightly from business to business however they’ll be highlighted within your welcome email.

When changing certain account details, you’ll be asked to provide documentation. When you log on to with your registered email address and password, you can view your data under “Account.” To change your information, please note the following:

Bank account details: We kindly ask that you follow these instructions.

Email address: Please contact our Support Team via an email from your old address stating the new address.

Mobile phone number: We kindly ask that you email us a copy of your mobile phone bill or a screenshot of your mobile phone provider’s online portal. The document should include your name, the new phone number, and a date on it, as it shouldn't be older than six months.

Address: Please email us a copy of a bank statement or utility bill listing the current address.

Business name: We kindly ask that you email us a copy of your official company registration document (which displays the new name).

Aside from when you register or change your account details, documentation may be requested to verify a specific transaction. This happens at the behest of your customer or your customer’s bank in the case of a chargeback. The invoice must include the business’s name and SumUp listed as the payment provider, cardholder’s name, amount and date of transaction, signature, and cardholder’s phone number or email address. After you’ve sent in the documentation, the best practice is to contact your customer to solve the issue and ask them to contact their bank to halt any potential chargeback. Chargebacks may occur when e.g. merchandise is defective, amount charged was incorrect, etc. Chargebacks happen independant of SumUp however we do support businesses we work with in disputing a false claim. For more information on chargebacks, please consult this article.

Blog author

Christine Lariviere