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I missed a call from the engineer (a week ago) and he never phoned back. I too have solved my problem by going to SumUp instead.
I have opened a ticket regarding the failed update to my card reader which, like many, just sits at "Installing update 1/2" I am about to help a friend at a FOUR DAY event and it is really important that my reader is working by this time tomorrow!!!
The suggested "solution" is that I try to update using a different "device" - does this mean that they are suggesting that I buy a new phone just to hope that it MIGHT work? The email I received suggested that some people had to try 2 or 3 different devices!!! I do not have one other device to try - why would I? This is, obviously, a problem that they are aware of and are happy to take the increased fees that it costs to manually input customer details rather than ensure a successful outcome for their customers! I am not happy!!!!