Reset your Solo card reader if it’s frozen, the touchscreen is unresponsive, or displaying incorrect letters when typing.

  • Charge your Solo device and keep it switched on.

  • Hold the power button for 8 seconds.

  • Release the power button once the SumUp logo appears on the screen. Your Solo device is now rebooting.

  • If your Solo card reader is still frozen or unresponsive, charge your Solo with a compatible USB-C charging cable and reset the device again.

If it’s your first time using the Solo card reader or you can’t accept payments after a major software update, try processing a payment via your smart phone’s hotspot.

  1. Tap or drag down the arrow at the top of your Solo device screen.

  2. Choose "Connections" then "Wi-Fi".

  3. Connect to your smart phone’s hotspot.

  4. Once connected, enter a £1.00 amount on your Solo card reader and tap "Charge".

  5. Tap or insert a payment card. You'll get confirmation of your transaction's success after completing a payment.

After a major software update, you may experience this issue. Typically disabling the VAT settings on your Solo card reader usually resolves this.

  1. Tap or drag down the arrow at the top of the screen.

  2. Select "Payment Options" then "VAT".

  3. Toggle "Apply VAT" to disable the feature.

  4. Attempt a £1.00 test payment. Enter a £1.00 amount on your Solo card reader and tap "Charge".

Here are the most common error messages you may encounter on a Solo card reader and how you can resolve them:

  • "Low battery" - Your Solo may not be able to transact when the battery level is at 5%. We recommend charging your Solo reader when the battery level reaches 10%.

  • "Update required" - Your Solo is operating on an outdated version and needs to be updated to the latest version.

  • "Transaction error" - This usually appears when an incorrect amount is entered. Make sure the amount is correct and is a minimum of £1.00

  • "Something went wrong" - Tap the arrow below the error message to reset your Solo card reader.

If you or your customers accidentally damage your card reader, it may need to be replaced if it's still under warranty. Here are some examples of damaged card readers:

  • Cracked display screen

  • Unresponsive or stuck keypad

  • Liquid spillage causing the card reader to no longer function

  • Physical damage to the card reader