Support Resources

Step-by-Step Checklist:

1. Go to Settings > Devices > SumUp Terminal

   • If the device is Offline, attempt to reconnect.

2. Check for internet connection.

   • If no internet: Contact your ISP.

3. Reboot the device:

   • Unplug the power

   • Wait 10 seconds

   • Plug back in

   • Check if it reconnects automatically

4. If still not working, contact our support team.

Step-by-Step Checklist:

1. Confirm the issue is not due to a declined card.

2. Reboot the device:

   • Hold down the button on the back bottom-left until it reboots.

3. If still not working:

   • Unplug and replug the Magtek reader from the Kiosk.

4. Access advanced settings:

   • Tap the Gong Cha icon (top corner) repeatedly until keypad appears.

   • Enter code: 123456

   • Go to Payment Settings and ensure Lpay is selected.

5. Still not working? Contact our support team.

Step-by-Step Checklist:

1. Restart the Kiosk:

   • Hold the back bottom-left button until reboot.

2. If issue persists:

   • Tap the Gong Cha icon until number pad appears.

   • Enter 123456 > Go to POS Settings

   • Check for green check next to connection

     • If missing, tap Start Discovery until it appears.

3. On the POS, go to:

   • Settings > Devices > Local Sync Server

   • Confirm it is running in the business.

4. Replug the payment device.

5. Still having issues? Contact our support team.

Step-by-Step Checklist:

1. Go to pos-sumup.com and verify:

   • Item is assigned to a menu

   • Menu has:

     • Available on POS

     • Available Online

   • Item has "Available for Ecommerce" toggled on.

2. On the POS and Kiosk, perform a device sync.

3. On the POS, check the "Available Items" dropdown:

   • Make sure the item is not 86’ed (marked out of stock).

4. Still not showing? Contact our support team.

Step-by-Step Checklist:

1. Ensure the printer is powered on.

2. Confirm thermal paper is correctly loaded in the printer.

3. Verify the printer is recognized:

   • Go to Settings > Devices > Printers

   • Swipe down to refresh and confirm the device is detected.

4. Run a test print.

   • If the test print is successful but items still don’t print:

     • Log into sumup-pos.com

     • Ensure the items are configured to "Send to Kitchen"

5. If still not working, contact our support team.