Need help connecting your SumUp Card Reader? In this article, we’ll guide you through the most common troubleshooting solutions.

Manually connect your Card Reader

Typically your card reader should connect to your smartphone/tablet automatically. If the automatic connection doesn’t start, here’s a quick guide on how to do it yourself: 

  1. Open the SumUp App and log in with the email and password you registered with.

  2. Tap the gear icon in the bottom left-hand corner of the app. This will open up the Settings tab.

  3. Please open “Payment methods” > Tap on "EMV Terminal" and choose whichever card reader you own to start with the setup.

  4. Confirm the pairing request on your smartphone/tablet by comparing the last 3 digits that are shown on your screen with the last 3 digits of your card reader’s serial number. Tap “Connect”. Note: If you’re using an iOS device and your Bluetooth isn’t automatically turned on, go to your iOS settings, select the SumUp App and select to turn on Bluetooth.

  5. Connection successful! Your card reader is now preparing for its first transaction. This process takes about 2 minutes.
Make sure your device is compatible
Most up-to-date iOS and Android devices should work with our SumUp Card Reader, but double-check this article to make sure your device is compatible with the SumUp Card Reader.
Update your SumUp App

For iOS users

With iOS 13 and iPadOS 13, apps and games that you download from the App Store are automatically updated by default. For anyone with iOS 12 or earlier, here is how to manually update the SumUp App on your iPhone or iPad:

  1. Open the Apple App Store. Tap Today at the bottom of the screen.
  2. Tap your profile icon at the top of the screen.
  3. Scroll down to see pending updates and release notes. Tap Update next to the SumUp App (SumUp-Apple.png) to start the update.

For Android users

You can set up your Android device to automatically update the SumUp App using the following steps: 

  • Open the Google Play Store 
  • Tap “Menu” and then “My apps & games”
  • Select the SumUp App (SumUp-Android.png
  • Tap “More”
  • Tap “Enable auto-update”
Reinstall the SumUp App

If updating the app didn’t help, you might need to delete the SumUp App and reinstall it.

For iOS users

  1. On your home screen push down lightly on the SumUp App icon until it starts to dance and an “X” appears in the left upper corner of the app.
  2. Now click on the “X” and confirm the deletion process by clicking “Delete”.
  3. Go to the App Store and type in click on “Search” in the menu bar on the bottom.
  4. Type in “SumUp” in the search bar and tap “Search”.
  5. Your device should find the SumUp App as the first entry. Click on the “Get” button next to the icon and your iPhone/iPad will download the SumUp App.
  6. Now open the SumUp App as usual and log in with your email and password.
  7. Please try to take a card payment again to see if your card reader connects to your device.

For Android users

  1. Go to the Google Play Store.
  2. Type in “SumUp” into the search bar above and search for the app.
  3. Click on the SumUp App.
  4. Tap the “Uninstall” button and after that install the app again.
  5. Now open the SumUp App as usual and log in with your email and password.
  6. Please try to take a card payment again to see if your card reader connects to your device.
Restart the SumUp Card Reader

Restarting your reader can also help connectivity issues, but keep in mind this option should be used sparingly. To restart your card reader, hold down the power button of your reader until the lights turn off. Wait approximately 30 seconds. Then hold the power button down again until all 4 lights turn on (approximately 20 seconds) and you will hear a single beep. Once you hear the beep, release the power button. There should now be one blinking blue light, indicating that your EMV card reader has restarted.

Important

Never restart your SumUp Air Card Reader while charging as this can damage your card reader.

Charge the SumUp Card Reader

A low battery level can cause connectivity issues which is why we recommend charging your card reader. You can charge the SumUp Card Reader with the Micro USB cable included in the package. Just plug it into a power supply or a computer.

The battery level is shown on the display of the card reader as well as through the blue LEDs at the bottom of the reader. To view the battery level, press the power button and quickly release it again. Depending on your card reader’s battery level the LEDs will light up. One LED equals about 25%.

We strongly recommend charging the reader when it reaches only two lights (50% battery) for optimal battery sustainability.

Restart your smartphone/tablet
If none of the above solutions have fixed the issue, try restarting your smartphone/tablet. By doing so the Bluetooth chip in your device will automatically restart which can sometimes fix connectivity issues.

Still having issues? 

You can reach our SumUp Support team Monday - Friday between 9 am - 7 pm EST at 1-888-250-2164, or get in touch anytime by email (support@sumup.com).

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