Troubleshoot my SumUp Terminal

If your SumUp Terminal doesn’t turn on, make sure it’s charged and has enough battery.

• Always use the charger and USB cable that came with the SumUp Terminal.

• While it’s charging, a red light appears in the top-right corner that turns green once fully charged and still plugged in. 

• When it is sufficiently charged, press the power button on the right-hand side of the Terminal to turn it on (this button can also be used to power off or restart it). 

1. Press and hold the power and action button (the two physical buttons) on the right side of the Terminal, for longer than 7 seconds.

2. The device will then automatically restart.

When your Terminal is stuck on the message “Verifying” and you are using the mobile connection, turn the Wi-Fi on instead and try to log in: 

1. From the home screen, go to “Settings”. 

2. Tap “Network and Internet”. 

3. Turn the Wi-Fi on and connect to a network.

4. Return to the SumUp app and try to log in with your credentials.

If merchants are still unable to log in after completing the steps above, they should perform a factory reset on their device.

1. Factory reset your device by holding down the two physical buttons on the side for more than 7 seconds.

2. The device will then automatically restart.

The SumUp Terminal comes with free mobile data and connects via the same mobile networks used by popular smartphone carriers.

If you notice that your personal smartphone has a strong mobile signal but the SumUp Terminal does not, try the following steps:  

1. Swipe down from the top of the screen and tap the "Wi-Fi" icon. Ensure the button turns grey to confirm that Wi-Fi is off. 

2. If the 4G symbol still does not appear in the status bar, proceed with a factory reset your device.

   1. Press and hold the power and action button (the two physical buttons) on the right side of the Terminal, for longer than 7 seconds.

   2. The device will then automatically restart. 

3. When, after the factory reset, your SumUp Terminal still does not have mobile data or cellular connectivity, go to "Settings".

4. Click "Network & Internet" and then "Mobile network":

   1. "Use SIM" is enabled,

   2. "Mobile data" is enabled,

   3. "Roaming" is enabled.

If your SumUp Terminal has a 4G connection but is slow or cannot load the item catalogue, you should:

1. From the SumUp Terminal home screen, go to "Settings".

2. Tap "Network and Internet" and then "Mobile network".

3. Scroll down and select "Advanced".

4. Turn off " Automatically select network". The device will begin searching for available networks.

5. Select one of the networks available from the list.

If the connection still doesn't improve after completing the steps above, repeat them and select a different network.

If merchants are having issues while processing transactions with multiple cards, then you should factory reset their device:

1. Hold down the two physical buttons on the side for more than 7 seconds. 

2. The device will then automatically restart.