Security Standards: Why We Request Documents & How to Verify Your SumUp Account

As a trusted financial institution handling card payments, SumUp prioritises security and compliance. To provide safe and seamless payment processing, we adhere to strict financial regulations set by governing bodies like Visa, MasterCard and our acquiring bank (which acts as a getaway to the card services we provide).

Part of this compliance requires verifying user accounts through documentation. Due to these regulations, we do not support every business model. If you want to know whether you’re eligible to use SumUp, please consult this incompatible businesses list.

Whether you’re setting up your SumUp account for the first time or updating details, this guide explains why we request documents, what you’ll need, and how to handle account verification smoothly.

Why Payment Processors Require Documentation

Payment processors like SumUp require documentation to comply with financial regulations, prevent fraud and ensure secure transactions. SumUp verification helps confirm business legitimacy, protect customer data, and meet banking and card scheme requirements. Providing necessary documents during setup or account changes ensures smooth payment processing, secure fund transfers and compliance with industry standards, which helps us keep businesses and customers safe from potential risks.

SumUp operates under regulations that protect businesses and customers from fraud and financial risks. Document verification ensures:

• Compliance with financial regulations

• Prevention of fraudulent transactions

• Protection against identity theft

• Seamless payment processing 

Most financial service providers, including banks and payment processors, follow similar Know Your Customer (KYC) verification practices.

When Will SumUp Ask for Documentation?

You may be required to submit documents in the following situations:

• During first-time registration: All new SumUp users must verify their identity and business details before they can start accepting payments. It is one of the compliance requirements for payment processors

• When updating your account information: If you need to change bank details, email, phone number or business name, SumUp may require supporting documents to confirm the change

• For transaction verification & chargebacks: If a customer disputes a payment (chargeback), SumUp may request proof of the transaction to resolve the issue.

Required Documents for First-Time Account Setup

To register and activate your SumUp account, the merchant account documentation requirements include:

• Proof of identity (e.g., passport, driver’s licence)

• Business registration document (if applicable)

• Proof of address (bank statement or utility bill dated within the last six months)

• Bank account details (matching your business or personal name)

Once you submit your documents and the SumUp account verification process is complete, you will be able to accept payments with SumUp’s card readers and online payment solutions.

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Updating Your SumUp Account Details: What’s Required?

If you need to make changes to your account, here’s what SumUp requires:

Changing your bank account details: Submit a bank statement showing your name and new account details. Ensure the name on your SumUp account matches your bank account to avoid processing delays. Follow these instructions to make the process seamless.

• Updating your email address: Send an email from your old registered address requesting the update.

• Changing your mobile number: Provide a recent phone bill or a screenshot from your mobile provider displaying your name and new phone number.

• Updating your business name: Submit an official business registration document that displays the new name.

• Changing your business address: Provide a utility bill with the updated address.

Keeping your SumUp account details up to date ensures smooth transactions and uninterrupted payment processing.

Handling Chargebacks and Transaction Verification

Aside from when you register or change your account details, documentation may be requested to verify a specific transaction. This happens at the behest of your customer or your customer’s bank in the case of a chargeback. The invoice must include the business name and SumUp listed as the payment provider. It should also have the cardholder’s name, amount and date of transaction, signature, and the cardholder’s phone number or email address. After you’ve sent in the documentation, the best practice is to contact your customer to solve the issue and ask them to contact their bank to halt any potential chargeback.

Chargebacks may occur when, for example, merchandise is defective, the amount charged was incorrect, etc. Chargebacks happen independently of SumUp. However, we do support businesses we work with in disputing a false claim. For more information on chargebacks, read this article.

How Long Does SumUp Verification Take?

Most document reviews are completed within 24 to 72 hours, but this may vary depending on the volume of requests. If you want to complete the verification process faster, ensure your documents are clear and legible. You should also use the same name and details on all submitted documents and check for correct formats.

Stay Secure with SumUp Best Practices

By following these security and verification guidelines, you can enjoy fast, secure and hassle-free payment processing with SumUp. Whether you're a new user or updating your account, these steps will help you stay compliant and protect your business from disruptions. 

Reach Out for Help with Document Verification

SumUp Verification FAQs

How long does SumUp verification take?

SumUp verification typically takes 1-3 business days, depending on the documents provided and compliance checks. To speed up the process, ensure all required documents are clear and accurate. If additional verification is needed, SumUp will notify you.

What should you do if the SumUp device verification is not working?

If your SumUp device verification isn't working, check your internet connection and restart both your device and the SumUp reader. Ensure your app is updated and reattempt verification. Double-check that the submitted documents are clear and valid. If the issue persists, contact SumUp’s support team for further assistance and troubleshooting.

What happens if I don’t submit the required documents?

If you don’t submit the required documents for SumUp verification, your account may be restricted, preventing you from processing payments. SumUp must comply with financial regulations, so failure to provide documentation could lead to account suspension or closure.

What if my verification is declined?

If your SumUp verification is declined, review the rejection reason and ensure your documents are clear, valid and match your account details. Resubmit the required documents or provide alternatives if requested. If issues persist, contact SumUp’s support team for further guidance on resolving the verification process.