I have just had a chat with Sumup support with a
“Device is Blocked. Please contact support [0105000000]” - Message
I purchased my device 3-4 years ago. After receiving it I initially set it up & it has spent the remainder of its time in the Box it arrived in (Completely un-used)
The trigger for my blockage isn’t shock, impact nor tampering! it’s because
“I haven’t charged the battery regularly enough?” according to the support team?
I queried if this apparently timed (Self-Detonation) feature was mentioned in the
“paperwork that I would have received when I purchased the card reader?”
The answer that I received was
“It is advised to charge the Battery regularly, To prevent damage to the Battery!”
I then asked
“Is the Blockage due to Battery failure?”
To which the obvious answer is NO. The Battery was Flat, so I connected it to my PC & I was immediately greeted by 4 illuminated lights & the message above… The Cardreader remained connected to the PC whilst I spoke with the customer support team (Approx 15 mins) I removed the Cardreader from the PC & low & behold the Battery had charged??
I explained to the Support team that
“I repair electronics - Micro soldering - IC replacement, Jumper wires, Board trace repairs etc. requiring the use of a microscope & have a very in depth understanding & knowledge of Board level electronics, specifically SMC’s”
I asked the support team
“Why has the anti-tamper trigger been activated? is it due to a failing battery? if this is the case, then it does not constitute tampering??" even though the Battery isn’t failing & is charging as normal
The response was
“I’m sorry, I don’t know but because the warranty has expired, we are not able to help you!”
I explained to them that because this unit was now a paperweight! & as such I told them
“I am now out of pocket, I have no intention of replacing it but will quite happily upload a video to my YouTube Channel showing my disassembling & reverse engineering this unit! in order to ascertain the Trigger mechanism & how to circumnavigate it & whilst I am in the process I will list every IC & major component contained within it! & where to source them all!”
I also made them aware of the fact that there are bound to be several thousand people that will be quite happily entertained whilst watching this video
I made them aware
“If I am unable to use this cardreader for it intended purpose to earn me money then I will earn money from YouTube dismantling the damned thing”
At this point after reading my intentions, I was promptly informed by the support team that
“The Technical Department would contact me as a matter of urgency. with the intention of resolving this issue!!”
If I haven’t heard anything within a couple of days, I will proceed with the Video :)
(There will be alot of interested parties that are a lot smarter than me that will take alot of interest in my findings)
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2 commentaires
Hello, I’ve had this same issue and SumUp said that it’s a security measure and it’s not possible to remove the block, you can get it replaced for free if it was purchased under a year ago.
par Fredrik
Hello,
Like everyone here, I had the same problem just recently. About 10 days after the warranty expired my device got blocked. Of course it happened the day we had a stall so no transactions were possible. I contacted the customer support via chat twice as the first time I was cut off. Long story short, I was told that there is nothing that can be done and they refused to replace it. I explained to them that I used it only twice and that it was always safely stored in my closet. Never dropped or exposed to high temperature or extreme weather blah blah. They wouldn't have it.
Like everyone else, I looked up to see if there is anything that can be done and I came across this forum. So I took the advice someone said to take legal action against them as he did it and he got his money back + court expenses.
I sent them an email saying that since after contacting them through chat they refused to replace the device, I will take legal action against them.
Three days later I got a free replacement.
par Zed Protocol