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Security & privacy

My card reader is blocked

If your device is blocked or otherwise defective, you may be eligible for a free replacement. Here's how you can get a replacement device if yours breaks.

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GDPR, SumUp and my data

At SumUp, we take data protection very seriously. Here's everything you need to know about how we handle your information and keep your data secure.

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Invoice inquiry

We are obliged by our payments providers to check the legitimacy of the transactions. We might be required to collect additional information, such as an invoice (in PDF format), from you to verify the payment.

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Payment disputes: Chargeback procedures

Chargebacks can be stressful. So to help out, here's a guide to payment disputes, including SumUp’s own chargeback procedure, from the first request to the final decision.

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Activate secure login

Keep your profile secure by setting up MFA so any login attempts from unknown devices require additional authentication.

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Defend against phishing attacks

Prevent the loss of sensitive information by defending against phishing scams that seek to steal and expose your personal information. Here are a few tips on how to protect yourself against phishing.

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Recognise phishing attacks

Phishing is an online scam technique whereby scammers impersonate legitimate organisations or people in order to access sensitive information. The following tips will help you recognise and avoid phishing scams.

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How secure is my password?

If you get a warning that your password is on a known list of common or leaked passwords, you may be at risk to hackers. Here’s what you need to know.

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Restricted businesses

As a regulated entity, we operate under strict requirements imposed by the financial regulator, the card schemes (Visa, Mastercard and American Express) and our acquiring banks, who act as a gateway to the card services.

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Your security is of the utmost importance to us at SumUp. Here, we've collected information on everything you need to know about how we keep you secure.

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Payment disputes: Contesting chargebacks

There are a variety of scenarios that could lead to a chargeback and each of them requires slightly different supporting evidence to contest. Here, we’ve compiled a list of common types of payment dispute and how to object them.

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Payment disputes: What is a chargeback?

A chargeback is a request for money after a cardholder questions the validity of a transaction. Chargebacks may also be preceded by requests for information such as retrieval requests or fraud reports.

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High-value transactions

Here’s how to accept high-value payments while reducing the risk of a chargeback or other complications.

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Reduce the risk of chargebacks

The best way to reduce the risk of payment disputes is to ensure customer satisfaction at all times, but you can also take additional steps to take payments securely.

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Lost or stolen card reader

What happens if your card reader goes missing? Here's how to report lost devices and ensure your data is protected and prevent fraudulent use.

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Merchant security

The security of both your data and that of your customers is our top priority at SumUp. This is what we do to keep it safe.

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