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Tap to Pay on iPhone
Accept contactless payments right on your iPhone with the Mollie app
Accept payments
Embedded payments
Grow your business
Technical resources
About Mollie
Tap to Pay on iPhone
Accept contactless payments right on your iPhone with the Mollie app
Accept payments
Embedded payments
Grow your business
Technical resources
About Mollie
Cancel SumUp: How to make the switch smoothly
Cancel SumUp: How to make the switch smoothly
Cancel SumUp: How to make the switch smoothly
Whether technical hurdles or missing features – if you want to cancel SumUp, you'll find clear information on deadlines, procedures and possible alternatives here.
Whether technical hurdles or missing features – if you want to cancel SumUp, you'll find clear information on deadlines, procedures and possible alternatives here.
Jul 15, 2025
Overview: Cancel SumUp
Support issues, delayed payments and technical shortcomings are common points of criticism
SumUp can only be cancelled via the app or by email
Contracts with a term or automatic renewal require special attention
SumUp can retain reserves for up to 13 months
Mollie offers flexible terms, transparent reserves and personal support
Support issues, delayed payments and technical shortcomings are common points of criticism
SumUp can only be cancelled via the app or by email
Contracts with a term or automatic renewal require special attention
SumUp can retain reserves for up to 13 months
Mollie offers flexible terms, transparent reserves and personal support
Support issues, delayed payments and technical shortcomings are common points of criticism
SumUp can only be cancelled via the app or by email
Contracts with a term or automatic renewal require special attention
SumUp can retain reserves for up to 13 months
Mollie offers flexible terms, transparent reserves and personal support
Support issues, delayed payments and technical shortcomings are common points of criticism
SumUp can only be cancelled via the app or by email
Contracts with a term or automatic renewal require special attention
SumUp can retain reserves for up to 13 months
Mollie offers flexible terms, transparent reserves and personal support
These are the problems merchants report most frequently with SumUp
Whether it's payment processing, hardware or support, those who want to cancel their SumUp account have often been struggling with challenges for a long time. Reviews on various platforms repeatedly highlight similar points of criticism:
Poor availability and lack of support
Many merchants report that it is not possible to contact anyone personally when problems arise – neither by phone nor by email. Instead, a chatbot refers them to general help articles. One user on Trustpilot writes:
"No one is ever available by phone, and emails are only answered sporadically. I've been trying to cancel my contract for 3 months now, but it's not working.‘
Source: Trustpilot, accessed in June 2025
Problems with hardware and POS system
Errors also occur during the setup and use of the POS systems. One user reports on Google:
’We decided on the SumUp POS system Lite – what a fatal mistake. The cash function cannot be set up and the barcodes don't work.‘
Source: Google, accessed in June 2025
Another example from the Trusted portal:
’The devices are prone to malfunction and the battery cannot be replaced, so repairs are not possible."
Source: Trusted.de, accessed in June 2025
Delayed or missing payments
A recurring complaint: earnings are not paid out or are paid out with significant delays. A Google reviewer writes:
‘I've been waiting for a payout since mid-May and the support is the worst I've ever seen. And because no one talks to me, no one responds to my emails and I'm apparently annoying, they've now closed my account.’
Source: Google, accessed in June 2025
A similar problem is described on Trustpilot:
‘I am missing approximately €2,300 after an incorrect booking by SumUp eight weeks ago. All my efforts have been in vain – I only ever receive evasive answers.’
Source: Trustpilot, accessed in June 2025
Security concerns regarding account access
There have been reports of hacked accounts – resulting in real financial losses. One reviewer on Google reports of a hacked account:
"There are significant security flaws that have caused me to lose a lot of money. [...] Without my knowledge, hackers opened a business account [...] in my name. Sumup advertises the security of the company on its homepage and also a multi-step security check when opening a business account, etc. An ID document is also supposed to be submitted for verification. Nothing of the sort happened. The hackers were thus able to open an account in my name."
Source: Google, accessed in June 2025
So when merchants want to cancel SumUp, there are usually tangible problems behind it. In the following sections, we will show you what cancellation options are available – and which alternative offers greater reliability.
Whether it's payment processing, hardware or support, those who want to cancel their SumUp account have often been struggling with challenges for a long time. Reviews on various platforms repeatedly highlight similar points of criticism:
Poor availability and lack of support
Many merchants report that it is not possible to contact anyone personally when problems arise – neither by phone nor by email. Instead, a chatbot refers them to general help articles. One user on Trustpilot writes:
"No one is ever available by phone, and emails are only answered sporadically. I've been trying to cancel my contract for 3 months now, but it's not working.‘
Source: Trustpilot, accessed in June 2025
Problems with hardware and POS system
Errors also occur during the setup and use of the POS systems. One user reports on Google:
’We decided on the SumUp POS system Lite – what a fatal mistake. The cash function cannot be set up and the barcodes don't work.‘
Source: Google, accessed in June 2025
Another example from the Trusted portal:
’The devices are prone to malfunction and the battery cannot be replaced, so repairs are not possible."
Source: Trusted.de, accessed in June 2025
Delayed or missing payments
A recurring complaint: earnings are not paid out or are paid out with significant delays. A Google reviewer writes:
‘I've been waiting for a payout since mid-May and the support is the worst I've ever seen. And because no one talks to me, no one responds to my emails and I'm apparently annoying, they've now closed my account.’
Source: Google, accessed in June 2025
A similar problem is described on Trustpilot:
‘I am missing approximately €2,300 after an incorrect booking by SumUp eight weeks ago. All my efforts have been in vain – I only ever receive evasive answers.’
Source: Trustpilot, accessed in June 2025
Security concerns regarding account access
There have been reports of hacked accounts – resulting in real financial losses. One reviewer on Google reports of a hacked account:
"There are significant security flaws that have caused me to lose a lot of money. [...] Without my knowledge, hackers opened a business account [...] in my name. Sumup advertises the security of the company on its homepage and also a multi-step security check when opening a business account, etc. An ID document is also supposed to be submitted for verification. Nothing of the sort happened. The hackers were thus able to open an account in my name."
Source: Google, accessed in June 2025
So when merchants want to cancel SumUp, there are usually tangible problems behind it. In the following sections, we will show you what cancellation options are available – and which alternative offers greater reliability.
Whether it's payment processing, hardware or support, those who want to cancel their SumUp account have often been struggling with challenges for a long time. Reviews on various platforms repeatedly highlight similar points of criticism:
Poor availability and lack of support
Many merchants report that it is not possible to contact anyone personally when problems arise – neither by phone nor by email. Instead, a chatbot refers them to general help articles. One user on Trustpilot writes:
"No one is ever available by phone, and emails are only answered sporadically. I've been trying to cancel my contract for 3 months now, but it's not working.‘
Source: Trustpilot, accessed in June 2025
Problems with hardware and POS system
Errors also occur during the setup and use of the POS systems. One user reports on Google:
’We decided on the SumUp POS system Lite – what a fatal mistake. The cash function cannot be set up and the barcodes don't work.‘
Source: Google, accessed in June 2025
Another example from the Trusted portal:
’The devices are prone to malfunction and the battery cannot be replaced, so repairs are not possible."
Source: Trusted.de, accessed in June 2025
Delayed or missing payments
A recurring complaint: earnings are not paid out or are paid out with significant delays. A Google reviewer writes:
‘I've been waiting for a payout since mid-May and the support is the worst I've ever seen. And because no one talks to me, no one responds to my emails and I'm apparently annoying, they've now closed my account.’
Source: Google, accessed in June 2025
A similar problem is described on Trustpilot:
‘I am missing approximately €2,300 after an incorrect booking by SumUp eight weeks ago. All my efforts have been in vain – I only ever receive evasive answers.’
Source: Trustpilot, accessed in June 2025
Security concerns regarding account access
There have been reports of hacked accounts – resulting in real financial losses. One reviewer on Google reports of a hacked account:
"There are significant security flaws that have caused me to lose a lot of money. [...] Without my knowledge, hackers opened a business account [...] in my name. Sumup advertises the security of the company on its homepage and also a multi-step security check when opening a business account, etc. An ID document is also supposed to be submitted for verification. Nothing of the sort happened. The hackers were thus able to open an account in my name."
Source: Google, accessed in June 2025
So when merchants want to cancel SumUp, there are usually tangible problems behind it. In the following sections, we will show you what cancellation options are available – and which alternative offers greater reliability.
Whether it's payment processing, hardware or support, those who want to cancel their SumUp account have often been struggling with challenges for a long time. Reviews on various platforms repeatedly highlight similar points of criticism:
Poor availability and lack of support
Many merchants report that it is not possible to contact anyone personally when problems arise – neither by phone nor by email. Instead, a chatbot refers them to general help articles. One user on Trustpilot writes:
"No one is ever available by phone, and emails are only answered sporadically. I've been trying to cancel my contract for 3 months now, but it's not working.‘
Source: Trustpilot, accessed in June 2025
Problems with hardware and POS system
Errors also occur during the setup and use of the POS systems. One user reports on Google:
’We decided on the SumUp POS system Lite – what a fatal mistake. The cash function cannot be set up and the barcodes don't work.‘
Source: Google, accessed in June 2025
Another example from the Trusted portal:
’The devices are prone to malfunction and the battery cannot be replaced, so repairs are not possible."
Source: Trusted.de, accessed in June 2025
Delayed or missing payments
A recurring complaint: earnings are not paid out or are paid out with significant delays. A Google reviewer writes:
‘I've been waiting for a payout since mid-May and the support is the worst I've ever seen. And because no one talks to me, no one responds to my emails and I'm apparently annoying, they've now closed my account.’
Source: Google, accessed in June 2025
A similar problem is described on Trustpilot:
‘I am missing approximately €2,300 after an incorrect booking by SumUp eight weeks ago. All my efforts have been in vain – I only ever receive evasive answers.’
Source: Trustpilot, accessed in June 2025
Security concerns regarding account access
There have been reports of hacked accounts – resulting in real financial losses. One reviewer on Google reports of a hacked account:
"There are significant security flaws that have caused me to lose a lot of money. [...] Without my knowledge, hackers opened a business account [...] in my name. Sumup advertises the security of the company on its homepage and also a multi-step security check when opening a business account, etc. An ID document is also supposed to be submitted for verification. Nothing of the sort happened. The hackers were thus able to open an account in my name."
Source: Google, accessed in June 2025
So when merchants want to cancel SumUp, there are usually tangible problems behind it. In the following sections, we will show you what cancellation options are available – and which alternative offers greater reliability.
Why Mollie is the better choice for many merchants
Cancelling SumUp is the first step towards a more suitable solution for many merchants. For many merchants, it is worth looking at modern providers who make payment processing more flexible, transparent and powerful – such as Mollie.
Easy integration without complicated setups
Instead of rigid systems, Mollie can be connected directly to your existing cash register, online shop or invoicing programme – without the need for external developers. Versatile global and local payment methods, EC card readers or add-ons can be added at any time.
Support when you need it
Real people are available to answer questions about setup, payouts or processing. Mollie's support team is not only accessible, but also understands the day-to-day business of merchants. Mollie offers transparency and quick help, especially when it comes to time-sensitive issues such as refunds or payout delays.
Powerful POS hardware – ideal for small businesses
Modern terminals can be used anywhere, whether in-store, at markets or on the go. All sales flow into a central payment dashboard – including invoice overviews, evaluations and tax exports. This allows you to keep track of your payments and work more efficiently.
Flexible pricing and no long-term commitment
Instead of long-term memberships or package prices, merchants only pay for the services they actually use. No hidden costs, no minimum turnover – but full service from the very first euro.
Cancelling SumUp is the first step towards a more suitable solution for many merchants. For many merchants, it is worth looking at modern providers who make payment processing more flexible, transparent and powerful – such as Mollie.
Easy integration without complicated setups
Instead of rigid systems, Mollie can be connected directly to your existing cash register, online shop or invoicing programme – without the need for external developers. Versatile global and local payment methods, EC card readers or add-ons can be added at any time.
Support when you need it
Real people are available to answer questions about setup, payouts or processing. Mollie's support team is not only accessible, but also understands the day-to-day business of merchants. Mollie offers transparency and quick help, especially when it comes to time-sensitive issues such as refunds or payout delays.
Powerful POS hardware – ideal for small businesses
Modern terminals can be used anywhere, whether in-store, at markets or on the go. All sales flow into a central payment dashboard – including invoice overviews, evaluations and tax exports. This allows you to keep track of your payments and work more efficiently.
Flexible pricing and no long-term commitment
Instead of long-term memberships or package prices, merchants only pay for the services they actually use. No hidden costs, no minimum turnover – but full service from the very first euro.
Cancelling SumUp is the first step towards a more suitable solution for many merchants. For many merchants, it is worth looking at modern providers who make payment processing more flexible, transparent and powerful – such as Mollie.
Easy integration without complicated setups
Instead of rigid systems, Mollie can be connected directly to your existing cash register, online shop or invoicing programme – without the need for external developers. Versatile global and local payment methods, EC card readers or add-ons can be added at any time.
Support when you need it
Real people are available to answer questions about setup, payouts or processing. Mollie's support team is not only accessible, but also understands the day-to-day business of merchants. Mollie offers transparency and quick help, especially when it comes to time-sensitive issues such as refunds or payout delays.
Powerful POS hardware – ideal for small businesses
Modern terminals can be used anywhere, whether in-store, at markets or on the go. All sales flow into a central payment dashboard – including invoice overviews, evaluations and tax exports. This allows you to keep track of your payments and work more efficiently.
Flexible pricing and no long-term commitment
Instead of long-term memberships or package prices, merchants only pay for the services they actually use. No hidden costs, no minimum turnover – but full service from the very first euro.
Cancelling SumUp is the first step towards a more suitable solution for many merchants. For many merchants, it is worth looking at modern providers who make payment processing more flexible, transparent and powerful – such as Mollie.
Easy integration without complicated setups
Instead of rigid systems, Mollie can be connected directly to your existing cash register, online shop or invoicing programme – without the need for external developers. Versatile global and local payment methods, EC card readers or add-ons can be added at any time.
Support when you need it
Real people are available to answer questions about setup, payouts or processing. Mollie's support team is not only accessible, but also understands the day-to-day business of merchants. Mollie offers transparency and quick help, especially when it comes to time-sensitive issues such as refunds or payout delays.
Powerful POS hardware – ideal for small businesses
Modern terminals can be used anywhere, whether in-store, at markets or on the go. All sales flow into a central payment dashboard – including invoice overviews, evaluations and tax exports. This allows you to keep track of your payments and work more efficiently.
Flexible pricing and no long-term commitment
Instead of long-term memberships or package prices, merchants only pay for the services they actually use. No hidden costs, no minimum turnover – but full service from the very first euro.
Terms and cancellation periods at SumUp and what they mean for your cancellation
If you want to cancel SumUp, you should know which term regulations apply to your model. Not all offers can be cancelled on a monthly basis – especially in connection with POS systems or software subscriptions. The following overview will help you understand the different options:
Product/model | Term | Cancellation option |
SumUp Air Terminal | No minimum term | Can be cancelled at any time |
SumUp Solo / Solo Printer | No minimum term | Can be cancelled at any time |
SumUp POS system Lite | Can be cancelled monthly, minimum contract term 1 month | Cancellation by the end of the month |
SumUp POS system Pro | 12-month minimum term for leasing models | Cancellation at the end of the term |
Software subscriptions (e.g. POS app, invoices) | Monthly cancellation, automatic renewal | Cancellation required by the day before renewal |
The cancellation option depends on which device or software you use. While simple card readers usually work without a contractual commitment, fixed cancellation periods apply to POS systems and software subscriptions.
Before you cancel your SumUp account, it is therefore best to check carefully whether it is a flexible model or a package with a minimum term. In principle, SumUp can be cancelled, but details such as the cancellation period or automatic renewal are crucial – these can be found in the terms and conditions and your contract documents.
If you want to cancel SumUp, you should know which term regulations apply to your model. Not all offers can be cancelled on a monthly basis – especially in connection with POS systems or software subscriptions. The following overview will help you understand the different options:
Product/model | Term | Cancellation option |
SumUp Air Terminal | No minimum term | Can be cancelled at any time |
SumUp Solo / Solo Printer | No minimum term | Can be cancelled at any time |
SumUp POS system Lite | Can be cancelled monthly, minimum contract term 1 month | Cancellation by the end of the month |
SumUp POS system Pro | 12-month minimum term for leasing models | Cancellation at the end of the term |
Software subscriptions (e.g. POS app, invoices) | Monthly cancellation, automatic renewal | Cancellation required by the day before renewal |
The cancellation option depends on which device or software you use. While simple card readers usually work without a contractual commitment, fixed cancellation periods apply to POS systems and software subscriptions.
Before you cancel your SumUp account, it is therefore best to check carefully whether it is a flexible model or a package with a minimum term. In principle, SumUp can be cancelled, but details such as the cancellation period or automatic renewal are crucial – these can be found in the terms and conditions and your contract documents.
If you want to cancel SumUp, you should know which term regulations apply to your model. Not all offers can be cancelled on a monthly basis – especially in connection with POS systems or software subscriptions. The following overview will help you understand the different options:
Product/model | Term | Cancellation option |
SumUp Air Terminal | No minimum term | Can be cancelled at any time |
SumUp Solo / Solo Printer | No minimum term | Can be cancelled at any time |
SumUp POS system Lite | Can be cancelled monthly, minimum contract term 1 month | Cancellation by the end of the month |
SumUp POS system Pro | 12-month minimum term for leasing models | Cancellation at the end of the term |
Software subscriptions (e.g. POS app, invoices) | Monthly cancellation, automatic renewal | Cancellation required by the day before renewal |
The cancellation option depends on which device or software you use. While simple card readers usually work without a contractual commitment, fixed cancellation periods apply to POS systems and software subscriptions.
Before you cancel your SumUp account, it is therefore best to check carefully whether it is a flexible model or a package with a minimum term. In principle, SumUp can be cancelled, but details such as the cancellation period or automatic renewal are crucial – these can be found in the terms and conditions and your contract documents.
If you want to cancel SumUp, you should know which term regulations apply to your model. Not all offers can be cancelled on a monthly basis – especially in connection with POS systems or software subscriptions. The following overview will help you understand the different options:
Product/model | Term | Cancellation option |
SumUp Air Terminal | No minimum term | Can be cancelled at any time |
SumUp Solo / Solo Printer | No minimum term | Can be cancelled at any time |
SumUp POS system Lite | Can be cancelled monthly, minimum contract term 1 month | Cancellation by the end of the month |
SumUp POS system Pro | 12-month minimum term for leasing models | Cancellation at the end of the term |
Software subscriptions (e.g. POS app, invoices) | Monthly cancellation, automatic renewal | Cancellation required by the day before renewal |
The cancellation option depends on which device or software you use. While simple card readers usually work without a contractual commitment, fixed cancellation periods apply to POS systems and software subscriptions.
Before you cancel your SumUp account, it is therefore best to check carefully whether it is a flexible model or a package with a minimum term. In principle, SumUp can be cancelled, but details such as the cancellation period or automatic renewal are crucial – these can be found in the terms and conditions and your contract documents.
Are there flexible ways to cancel SumUp?
Many merchants discover when trying to cancel SumUp that there are hardly any flexible solutions for special cases. Contracts are often renewed automatically and it is not always clear how to cancel them correctly.
SumUp does not offer special cancellation rights in the event of system failures, delays in payments or insufficient support, for example.
Even if problems arise, the only option is to cancel via the app or by email, in accordance with the notice periods.
The situation is completely different with providers who focus on transparency and fairness. If you not only want to cancel your SumUp account, but are also looking for a new payment service provider that offers more flexibility, such as:
No contract commitment
Monthly cancellable services
No minimum turnover or package prices
Cancellation possible directly in the dashboard
Clear information on terms and fees
Then Mollie is the right choice for you. It is particularly important for smaller businesses to be able to react spontaneously to new conditions, for example in seasonal business or when demand increases. If you want to cancel SumUp, it is best to switch to Mollie right away.
Many merchants discover when trying to cancel SumUp that there are hardly any flexible solutions for special cases. Contracts are often renewed automatically and it is not always clear how to cancel them correctly.
SumUp does not offer special cancellation rights in the event of system failures, delays in payments or insufficient support, for example.
Even if problems arise, the only option is to cancel via the app or by email, in accordance with the notice periods.
The situation is completely different with providers who focus on transparency and fairness. If you not only want to cancel your SumUp account, but are also looking for a new payment service provider that offers more flexibility, such as:
No contract commitment
Monthly cancellable services
No minimum turnover or package prices
Cancellation possible directly in the dashboard
Clear information on terms and fees
Then Mollie is the right choice for you. It is particularly important for smaller businesses to be able to react spontaneously to new conditions, for example in seasonal business or when demand increases. If you want to cancel SumUp, it is best to switch to Mollie right away.
Many merchants discover when trying to cancel SumUp that there are hardly any flexible solutions for special cases. Contracts are often renewed automatically and it is not always clear how to cancel them correctly.
SumUp does not offer special cancellation rights in the event of system failures, delays in payments or insufficient support, for example.
Even if problems arise, the only option is to cancel via the app or by email, in accordance with the notice periods.
The situation is completely different with providers who focus on transparency and fairness. If you not only want to cancel your SumUp account, but are also looking for a new payment service provider that offers more flexibility, such as:
No contract commitment
Monthly cancellable services
No minimum turnover or package prices
Cancellation possible directly in the dashboard
Clear information on terms and fees
Then Mollie is the right choice for you. It is particularly important for smaller businesses to be able to react spontaneously to new conditions, for example in seasonal business or when demand increases. If you want to cancel SumUp, it is best to switch to Mollie right away.
Many merchants discover when trying to cancel SumUp that there are hardly any flexible solutions for special cases. Contracts are often renewed automatically and it is not always clear how to cancel them correctly.
SumUp does not offer special cancellation rights in the event of system failures, delays in payments or insufficient support, for example.
Even if problems arise, the only option is to cancel via the app or by email, in accordance with the notice periods.
The situation is completely different with providers who focus on transparency and fairness. If you not only want to cancel your SumUp account, but are also looking for a new payment service provider that offers more flexibility, such as:
No contract commitment
Monthly cancellable services
No minimum turnover or package prices
Cancellation possible directly in the dashboard
Clear information on terms and fees
Then Mollie is the right choice for you. It is particularly important for smaller businesses to be able to react spontaneously to new conditions, for example in seasonal business or when demand increases. If you want to cancel SumUp, it is best to switch to Mollie right away.
How long SumUp retains reserves
When you cancel your SumUp account, you rightly expect any outstanding amounts to be paid out promptly. However, according to its terms and conditions, SumUp can retain reserves for up to 13 months after the end of the contract – as protection against possible chargebacks. This period is unusually long and can be particularly problematic for smaller businesses.
‘SumUp is entitled to retain a reasonable portion of the settlement amounts [...]. These reserves may be retained for up to 13 months.’
Source: sumup.de/agb, accessed in June 2025
With modern payment providers such as Mollie, on the other hand, reserves are set aside in a structured and transparent manner using the rolling reserve model. This involves temporarily withholding a fixed percentage, often between 5% and 15%, of each transaction and releasing it again after a defined period, usually between 30 and 90 days.
The advantages of this model:
The reserves are transparent and regulated in a comprehensible manner
They only apply if the business model presents an increased risk (e.g. long delivery times or high chargeback rates)
Merchants retain control over the payout schedule at all times
The full transaction amounts are retained; only the payout is staggered over time, if necessary.
If you want to cancel SumUp because payouts are delayed or withheld, you will often find that Mollie offers much more predictability and fairness in this regard. The rolling reserve is flexibly adjustable and based on the actual risk – not on rigid contract clauses.
When you cancel your SumUp account, you rightly expect any outstanding amounts to be paid out promptly. However, according to its terms and conditions, SumUp can retain reserves for up to 13 months after the end of the contract – as protection against possible chargebacks. This period is unusually long and can be particularly problematic for smaller businesses.
‘SumUp is entitled to retain a reasonable portion of the settlement amounts [...]. These reserves may be retained for up to 13 months.’
Source: sumup.de/agb, accessed in June 2025
With modern payment providers such as Mollie, on the other hand, reserves are set aside in a structured and transparent manner using the rolling reserve model. This involves temporarily withholding a fixed percentage, often between 5% and 15%, of each transaction and releasing it again after a defined period, usually between 30 and 90 days.
The advantages of this model:
The reserves are transparent and regulated in a comprehensible manner
They only apply if the business model presents an increased risk (e.g. long delivery times or high chargeback rates)
Merchants retain control over the payout schedule at all times
The full transaction amounts are retained; only the payout is staggered over time, if necessary.
If you want to cancel SumUp because payouts are delayed or withheld, you will often find that Mollie offers much more predictability and fairness in this regard. The rolling reserve is flexibly adjustable and based on the actual risk – not on rigid contract clauses.
When you cancel your SumUp account, you rightly expect any outstanding amounts to be paid out promptly. However, according to its terms and conditions, SumUp can retain reserves for up to 13 months after the end of the contract – as protection against possible chargebacks. This period is unusually long and can be particularly problematic for smaller businesses.
‘SumUp is entitled to retain a reasonable portion of the settlement amounts [...]. These reserves may be retained for up to 13 months.’
Source: sumup.de/agb, accessed in June 2025
With modern payment providers such as Mollie, on the other hand, reserves are set aside in a structured and transparent manner using the rolling reserve model. This involves temporarily withholding a fixed percentage, often between 5% and 15%, of each transaction and releasing it again after a defined period, usually between 30 and 90 days.
The advantages of this model:
The reserves are transparent and regulated in a comprehensible manner
They only apply if the business model presents an increased risk (e.g. long delivery times or high chargeback rates)
Merchants retain control over the payout schedule at all times
The full transaction amounts are retained; only the payout is staggered over time, if necessary.
If you want to cancel SumUp because payouts are delayed or withheld, you will often find that Mollie offers much more predictability and fairness in this regard. The rolling reserve is flexibly adjustable and based on the actual risk – not on rigid contract clauses.
When you cancel your SumUp account, you rightly expect any outstanding amounts to be paid out promptly. However, according to its terms and conditions, SumUp can retain reserves for up to 13 months after the end of the contract – as protection against possible chargebacks. This period is unusually long and can be particularly problematic for smaller businesses.
‘SumUp is entitled to retain a reasonable portion of the settlement amounts [...]. These reserves may be retained for up to 13 months.’
Source: sumup.de/agb, accessed in June 2025
With modern payment providers such as Mollie, on the other hand, reserves are set aside in a structured and transparent manner using the rolling reserve model. This involves temporarily withholding a fixed percentage, often between 5% and 15%, of each transaction and releasing it again after a defined period, usually between 30 and 90 days.
The advantages of this model:
The reserves are transparent and regulated in a comprehensible manner
They only apply if the business model presents an increased risk (e.g. long delivery times or high chargeback rates)
Merchants retain control over the payout schedule at all times
The full transaction amounts are retained; only the payout is staggered over time, if necessary.
If you want to cancel SumUp because payouts are delayed or withheld, you will often find that Mollie offers much more predictability and fairness in this regard. The rolling reserve is flexibly adjustable and based on the actual risk – not on rigid contract clauses.
Cancelling SumUp via the app: Instructions
You can cancel your SumUp account directly via the app. Important: Only your account will be deleted – contractual obligations (e.g. for POS systems or software subscriptions) will remain in place separately.
Here's how to cancel via the app step by step:
Open the SumUp app on your smartphone or tablet.
Tap on ‘Profile’ or the menu icon in the bottom right corner.
Select “Support” or ‘Help & Contact’.
Enter ‘Delete account’ or ‘Cancel account’ in the search field.
Follow the process displayed or request direct contact with support.
Alternatively, send an email to SumUp customer service requesting cancellation (see next template).
Make sure you complete all outstanding transactions beforehand. Before cancelling SumUp, you should ensure that no ongoing fee models are active – these may need to be terminated separately in advance.
Template: Cancel your SumUp account by email
If you want to cancel your SumUp account but cannot or do not want to use the app, we recommend cancelling by email. This way, you can document the process in writing and, ideally, receive confirmation of receipt.
Important: SumUp's official support address may change. It is therefore best to use the contact form in the help section of the website or follow the current instructions in the app.
Sample text for your cancellation:
Subject: Cancellation of my SumUp account
Dear SumUp team,
I hereby cancel my SumUp account with effect from the next possible date.
Please confirm the deactivation and the end of the contract in writing.
Customer number / registered email address: [insert your details]
I request that any remaining funds be paid out as soon as possible and that stored data be deleted in accordance with the GDPR.
Kind regards
[First name and surname]
[Company
If you want to be sure when cancelling SumUp, it is best to send this email with read confirmation or save it as a PDF. This way, you will have proof of your request in case of doubt.
How can I cancel SumUp or my SumUp account?
You can cancel your SumUp account directly in the app or by email. Open the SumUp app, navigate to ‘Support’ and follow the steps to delete your account. Alternatively, you can cancel SumUp in writing by email.
How long does SumUp retain reserves from my sales?
According to the terms and conditions, SumUp can retain reserves from sales for up to 13 months. Even after you cancel your SumUp account, payments may be delayed to cover chargebacks.
What cancellation options do I have with SumUp?
The cancellation options for SumUp depend on the product you have chosen. While card readers can be cancelled at any time, fixed terms apply to POS systems and software subscriptions. Check your contract before cancelling SumUp.
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Connect every payment. Upgrade every part of your business.
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Simplify payments and money management
Drive revenue, reduce costs, and manage funds with Mollie.
Simplify payments and money management
Whether you want to grow internationally or focus on a specific market, everything is possible. Mollie supports all known payment methods, so you can grow your business regardless of location.
Simplify payments and money management
Drive revenue, reduce costs, and manage funds with Mollie.