My card reader is frozen or has a display issue

Reset your card reader if it’s frozen, unresponsive, or displaying incorrect text when typing on your device.

  1. Turn your phone or tablet's Bluetooth off.

  2. Close the SumUp app on your device.

  3. Make sure your card reader is not charging, then hold the reader's power button for approximately 3 seconds until it turns off.

  4. Press and hold down the power button again until you see "Release for BT" on the display and hear a beep.

  5. Release the power button. You'll hear a second beep as confirmation of the reset.

I’m getting error messages on my card reader

Resetting your card reader will usually solve the issue.

If you’re still getting error messages after resetting your card reader, you may need to replace your device if it’s still under warranty. If your card reader displays the following error messages, get in touch with us:

  • General Exception 

  • Watchdog

  • Prod mode

My card reader is damaged

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 causes the card reader to no longer function

  • Physical damage to the card reader

Experiencing connectivity issues?

Find out how to reset your card reader's Bluetooth or resolve Wi-Fi or Mobile network connectivity issues.