Payments get Declined or a Transaction Failed message appears on my SumUp / CollecTin More

Created by Bettina Kabutz, Modified on Thu, 18 Jul at 2:51 PM by Bettina Kabutz

If your all payments get a declined message or "Transaction Failed", the CollecTin More system works, but the SumUp reader is rejecting transactions. Usually this has something to do with the SumUp account.

It is likely that your SumUp account setup is incomplete and as you have reached a processing threshold after which they require further information. At €5,000 for example SumUp sometimes start to decline any further transactions. Alternatively, SumUp may suspect suspicious activity on the account.

Please login to your account at https://me.sumup.co.uk to complete your setup. If it's not clear after logging in what you need to do it is best to reach out to onboarding@sumup.com / support@sumup.co.uk / 020 3510 0160 or by logging into the SumUp website with your account and clicking on the 'Support' tab.

If no reason can be found, please change the password of your SumUp account, as this has cleared the issue for some customers in the past.