SumUp hangs on payment?

[LoyUser]

Most of the time - our SumUp / iPad Pro works fine.

But some times - after you’ve clicked accept payment with SumUp, you just get a spinning wheel, and nothing happens.

The SumUp card reader shows no issues - Bluetooth connected, etc

The IPad - has WiFi, and Bluetooth. Connected to the SumUp card machine.

Can anyone offer any help on what the issue could be?

Or - what steps to take when this happens to reset the process to complete the sale.

Many thanks.

[Shinjin]

Hello,

Could you please update the Loyverse POS app version on your device to v.2.90 and then check if your issue persists.

We will be waiting for your feedback.

[LoyUser]

I’ve just checked - and we are running 2.90

Still got the issue.

Any idea what it is most likely to be?

and we can start trying to go through them and working it out.

 

many thanks.

[NewHopeCharity]

I'm having the same issue as LoyUser, occasional credit card transactions hanging (Loyverse. SumUp v2.99 Loyverse v2.48 on Android 7.1). The only remedy is to restart Loyverse but the sale is lost.

 

Often after around a 2-3 minute delay (that's a long time when you have a queue of customers!) a generic error message appears, click OK and the transaction completes. This is volume related since our second quieter till does not exhibit this behaviour and I have swapped the tills around to eliminate software/hardware/setup... which are identical BTW.

[Shinjin]

Hello @NewHopeCharity,

Could you please tell us if both POS devices are logged into the same Sumup account on the Sumup app when processing sales using Sumup?

Our team will appreciate your response.

[NewHopeCharity]

Yes that's correct.

The same account as defined in Loyverse Back Office --> Payment Type.

They each have a dedicated SumUp AirReader.

[Shinjin]

Hello @NewHopeCharity,

Could you please tell us the name of the POS that is working and the name of the POS that is not working?

Have you tried updating both POS devices to the latest version for Android v.2.49.2?

We will be waiting to hear from you.

[NewHopeCharity]

Hi Shinjin,

Both POS are SunMi T2s terminals running Loyverse POS v2.48.

Ooh v.2.49.2 just came out today, the SunMi terminal will auto-update. I will check it has happened tomorrow. Are there any SumUp specific fixes in this latest version?

[LoyUser]

We’ve not seen that message - as to be honest, we are using Loyverse as our POS at a pub/bar and customers will not wait 2 or 3 minute for the timeout. We basically are having to quit Loyverse and reload it - and put the sale in again.

 

We tried a hardwired ipad Ethernet adapter - and it didn’t help. So I don’t think it’s an internet connection issue. 

I can also confirm that the mpop till is connected via Bluetooth.

[NewHopeCharity]

Software updated to Loyverse 2.49.2 and SumUp 2.100.1 with no change in behaviour, still with occasional hangs. Like LoyUser we are hardwired Ethernet connected, so no Wi-Fi drop out and a Fibre (FTTP) internet connection which is used by office admin, co-resident in the shop. If that was playing up I'd soon know about it

[Orinoco]

We are having the same issue with card payments, both systems are running the latest versions. The card payments are in the sum up app but not showing in Loyverse. Using the app on an iPad.

Edited January 24, 2025 by Orinoco

[Resistor]

We have the same issue with two iPads running iOS 18.1.1 and Loyverse POS v 2.90 and an iPod Touch running iOS 12.5.7 and Loyverse POS v 2.79 (can't upgrade this one any longer). All are connected to an individual Sumup Air device (a brand new one on the iPod Touch).

All were connected in the backend to the same Sumup account. I noticed that the mail address / name of the Sumup account wasn't the same I use. I have disconnected the account and connected it again, so it now shows the current name of the account. I will keep an eye if that makes a difference and post here the result.

Apart from that, I have also checked for network connectivity issues but couldn't find any. The fact that other face similar issues seems to suggest it's not network related.

[Resistor]

Reconnecting the SumUp account in the backend hasn't solved the issue, unfortunately. We will investigate further and might try a Solo card reader.

[Shinjin]

Hello,

Thank you for your feedback, our team is currently investigating and we will provide you with updates as soon as we have any.

[Resistor]

Last weekend we didn't seem to have any issues. And yesterday I noticed that a version 2.91 was available for Loyverse POS on iOS. I've installed that version on all our iPads. Does that version include fixes for this issue?

The coming weekend we test as well with a Sumup Solo and monitor for issues.

[Shinjin]

Hello @Resistor,

Yes, our team has made additional improvements and released a new version of the Loyverse POS app for iOS, v.2.91.

Please keep us updated on how the new version is performing for you as we will be waiting for your feedback.

[Resistor]

As far as I've established, both of report by volunteers as well as a comparison of Sumup transactions reports vs. receipts in Loyverse, we haven't experienced the issue the last two weekends. Looks like the issue has been fixed

[Shinjin]

Hello @Resistor,

Thank you very much for your feedback.

If you have any issues in the future, please let us know.

[NewHopeCharity]

Unlike Resistor, we're running Android POS (still v2.49.2). Will the improvements be ported across platforms?

The co-resident SumUp app has updated to 2.105 and either that update-install or some SumUp fixes appear to have changed the behaviour (for the better). We had an error free weekend.

Thanks for the support Shinjin. It looks like this tread might be able to be closed. Perhaps ask LoyUser first.

[Ata]

Hello everyone, we also have many issues in busy days between SumUp and Loyverse specially in the busy days ... our POS is Android. Sometimes everything goes very smoothly and all of a sudden it stop with return of the payment from SumUp to Loyverse. Does anyone have idea about the issue? any solution? after payment, there is a Beep on sumup, the sumup get back to ready page, No transaction, no print, and doesn't back to New order page.

[Shinjin]

Hello @Ata,

Recently Sumup has been experiencing some technical difficulties, which might have attributed to your issue.

Could you please tell us if your issue still persists? Are there any other apps running in the background?

We will be waiting for your feedback.

[barrgrill]

Hi. We are experiencing issues with this constantly. We have tried all the above with no solution. 

Is there any update on this? Thanks. 

[TonyO]

Subject: Server Error with SumUp Integration Message: •    Problem: Loyverse returns error {"service":"app-server"} when attempting SumUp payment. •    Device: SumUp Solo (paired by Bluetooth) — Solo works and can take payments directly in the SumUp app. •    Android device model and OS version: [insert model & Android version] •    Loyverse app version: [insert version] •    SumUp app version: [insert version] •    Steps already tried: restarted both devices; cleared Loyverse cache; disabled battery optimisation; reconnected SumUp in Loyverse; verified Solo powers on and processes payments in SumUp app. •    Time(s) error occurred: [insert local date/time] Please investigate the SumUp integration or server-side issue causing the error.

[martock]

i am having the same issue with the server error on sum up payments it works once ok then the next payment the server error comes up and the app is then stuck in a loop..

i have updated loyverse today still no change ..please advise

 

[NewHopeCharity]

Reinforce barrgrill, TonyO and martock. About every other SumUp card payment gets stuck in "processing" and never returns. Have to kill Loyverse, loose the Ticket and restart. You don't allow video so the attached is a screenshot of the important error message. This occurs the instant one clicks Card for the payment. SumUp deny any issues at their end though there was recognition posted on their Status site yesterday but nothing today.
Any suggestion ShinJin?

(Loyverse 2.74, SumUp 2.135.0, Andoird 9.0 in Sumni T2s terminal)

[Shinjin]

Hello,

Thank you for contacting us about your situation.

Our team is already investigating your issue, and we will keep you updated.

Thank you for being patient.

[1to3]

I reported exactly the same issue 30 hours ago. Been working brilliantly for ten years. Now I'm stuck..   still waiting for a reply.

 

Today I tried using a IOS phone and it worked perfectly, so I can only assume it's an Android issue...