By Rebecca Sloan, payment-systems access administrator with 9 years of experience managing merchant users, permissions and account recovery
Last reviewed: July 20, 2026
Gravity Payments gives merchants a Dashboard for transaction reporting, batch history, statements and eligible payment tools. This independent guide is not affiliated with Gravity Payments and cannot enter or modify a merchant account.
The first priority is account routing. Gravity’s official Merchant Logins page asks businesses to select the option matching their merchant ID because not every Gravity merchant enters through the same portal.
Start With the Correct Gravity Payments Login
The official Merchant Logins page is the safest entry point for an existing merchant. It directs businesses according to merchant IDs beginning with 3, 4, 5 or 6 and also separates ChargeItPro access from the main merchant routes.
That creates an easily missed problem: a genuine Gravity login page can still be the wrong page for a particular business.
Do this first:
- Find the merchant ID associated with the processing account.
- Open Gravity Payments’ Merchant Logins page.
- Select the matching merchant-ID range.
- Continue to the portal shown for that account.
- Use support when the account documents and login route do not agree.
Skip password recovery until the portal has been confirmed. A reset performed on the wrong platform will not restore access to the merchant’s actual reports.
The merchant ID identifies the processing account. The email address on Gravity Dashboard identifies an individual user. Those are related records, but they serve different purposes.
What Gravity Dashboard Contains
Gravity describes its Dashboard as a centralized tool for viewing and managing payment activity. It provides recent transaction information, batch history and sales-performance data and can include a Virtual Terminal.
Its documentation also lists dedicated areas for transaction reporting, batch reporting, users, statements, payment links, Virtual Terminal access and multi-factor authentication.
That does not mean every employee should see every menu.
Dashboard visibility depends partly on the merchant account’s enabled products and partly on the permissions assigned to the individual user. One staff member may be able to review transactions, another may manage users, and a third may have Virtual Terminal access.
A successful login only confirms that the user entered the account. It does not confirm that the user has permission for the requested task.
Check the role first. Skip unnecessary browser troubleshooting when the Dashboard loads but a specific tool is missing.
Gravity Dashboard User Roles
Gravity’s current user-settings documentation distinguishes between a Merchant Admin and a Merchant User. Merchant Admins can view the Dashboard and transactions, create or deactivate users, initiate password resets and manage certain company or location settings. Merchant Users can view the Dashboard and transactions but receive fewer administrative controls.
Company assignment also affects location visibility. Gravity says Merchant Admins and Merchant Users assigned at the company level can view all locations belonging to that company.
This explains a common access dispute inside a multi-location business. One manager may see all branches, while another sees only a specific merchant account because the second profile was assigned more narrowly.
The site is not necessarily malfunctioning.
Before creating another account, an authorized administrator should compare:
- assigned company or account
- permitted locations
- base user role
- optional payment permissions
- whether the invitation was completed
Gravity’s user-creation instructions say administrators should filter by account first when working with multiple locations, then open Users, select Add User, choose a permission role and save the profile. The new user receives an email prompting account confirmation and password setup.
Adding a New Gravity Dashboard User
The Users tab is the correct place for authorized administrators to create a separate profile. Gravity also documents an Add User control in the Dashboard and notes that account filtering is useful for merchants with several locations.
Create individual access instead of sharing one employee’s account.
That separation makes it easier to deactivate a departing employee, limit access by role and determine which user performed an authorized account action. It also avoids tying the entire office to one person’s password or authentication device.
The administrator should assign only the access required for the employee’s job. A person who needs transaction reports may not need user administration or payment-processing permissions.
Gravity separates Virtual Terminal access from the ordinary Merchant Admin and Merchant User roles. The optional Virtual Terminal permission can allow sales, authorizations, captures, voids and refunds when the feature is enabled on the merchant account.
Do not grant payment permissions merely because someone needs statements.
Setting Up Multi-Factor Authentication
Gravity Dashboard uses multi-factor authentication. Gravity says a user who signs in without MFA configured will be redirected to set it up. The available methods documented by Gravity include an authentication application and text-message delivery.
With the authentication-app option, Gravity directs users to Google Authenticator, which generates a changing code. With the text-message option, the user provides a number that can receive the login code.
After setup, the login screen can offer a remember this device checkbox to reduce how often MFA is requested on that device.
Use that option selectively.
A permanently assigned office computer under business control is different from a shared workstation, temporary device or public computer. Remembering an untrusted device weakens the protection created by the extra login step.
An MFA prompt appearing after an ordinary password login does not automatically indicate an outage. It may be the required enrollment process.
Replacing an Old Authentication Setup
A phone replacement can leave the user with an outdated Gravity entry in an authentication application. Gravity’s instructions say the old Gravity Dashboard code can be deleted from Google Authenticator, after which the user signs out, opens a new browser tab or window and logs into Dashboard again to restart MFA setup.
Follow the official recovery route rather than creating repeated duplicate codes.
When the user cannot complete the process, Gravity directs merchants to technical support.
Record the exact point of failure:
- no MFA prompt appears
- the code is rejected
- text delivery does not arrive
- the old authentication device is unavailable
- the user reaches Dashboard but cannot complete enrollment
That description is more actionable than reporting that “MFA is broken.”
Resetting a Gravity Dashboard Password
Gravity’s Dashboard documentation provides a specific password-reset path. The user opens the official Dashboard login page, selects Reset password, enters the email attached to the profile and chooses Send Email. The message sent by Dashboard includes temporary access and instructions for setting a permanent replacement.
Use this process when the password is the actual problem.
It will not correct:
- use of the wrong merchant portal
- an email that was never added as a user
- access assigned to the wrong company
- a missing optional permission
- an invitation that was never completed
Once signed in, users can also change their password through Settings, My Profile and Change Password, according to Gravity’s current user guide.
Priority statement: recover the existing profile first, skip creating a duplicate account unless an authorized administrator confirms a new user is required.
Why Statements May Be Missing
Gravity says monthly statements can be opened by selecting Statements from the Dashboard’s left panel. The most recent statement appears first, while previous months and individual locations can be selected from the statement controls.
In a multi-location account, the user may need to select the relevant location before opening the correct month.
A missing statement can therefore point to several different issues:
- the user entered the wrong portal
- the user lacks access to the merchant location
- the statement belongs to another account
- the statement notification reached another authorized contact
- the selected month or location is wrong
Do not repeatedly reset the password when transactions and other Dashboard screens already load. A password issue normally blocks entry; a location or permission issue can hide only part of the account.
Gravity states that merchants receive an automated notification when monthly statements are ready.
Recognizing Gravity Payments Scams
Gravity publishes a scam-awareness page because fraudsters may pose as company representatives. One scheme described by Gravity involves callers claiming a terminal needs a “functionality check” or recalibration, then directing the merchant through steps that trigger unauthorized refunds. Gravity says it will not ask merchants to process refunds or enter codes as part of a terminal test.
Another scheme offers an alleged $850 credit in exchange for merchant statements. Gravity says it does not need merchants to send those statements because the company already provides them.
The practical rule is simple: stop the call and contact Gravity through its published support channel.
Gravity also states that it will not ask for a merchant’s password, full Dashboard login or banking credentials.
A caller who knows the business name, terminal brand or processing industry is not necessarily legitimate. Those details can be gathered from public sources or earlier communications.
Do not follow refund instructions offered as a device test. Do not hand control of the terminal to an unexpected visitor.
Virtual Terminal Permissions
Gravity’s Virtual Terminal appears in the Dashboard’s left control panel when it is available to the account and user. It supports Sale, Authorization, Capture or Force, and Void or Refund transaction types.
The optional user permission matters because a staff member may need reporting access without authority to process payments.
Gravity’s current permissions documentation says the Virtual Terminal role must be paired with either Merchant Admin or Merchant User access. It can permit voids, refunds of previous transactions, authorizations, captures and sales, but does not permit open refunds.
That distinction should shape user setup.
Give reporting staff reporting access. Give payment-processing access only to employees whose duties require it.
When surcharging is enabled, Gravity says the Virtual Terminal displays a notice directing the merchant to inform the customer before processing the applicable credit-card payment.
Follow the configured workflow rather than treating the notice as optional.
When to Contact Gravity Payments Support
Gravity advertises round-the-clock multilingual support and maintains official help pages for Dashboard access, devices and account management.
Contact support when:
- the merchant ID routes to an unexpected platform
- the account administrator is no longer with the business
- a legitimate user never receives the setup invitation
- MFA cannot be reconfigured
- account locations are missing
- a required role cannot be assigned
- a suspicious caller claims to represent Gravity
Prepare the merchant ID, portal name, user’s business role and exact screen or error message. Do not send ordinary messages containing account passwords or authentication codes.
A precise report closes the gap faster: “The user can view transactions but cannot see the Statements menu for Location 3” is better than “the account does not work.”
Frequently Asked Questions
Does Gravity Payments use MFA?
Yes. Dashboard users can be prompted to configure an authentication app or text-message verification.
Where is the official Gravity Payments login?
Start at Gravity Payments’ Merchant Logins page and choose the option matching the merchant ID.
Can employees share one Dashboard login?
Separate user profiles are the safer operational choice. Gravity provides administrator tools for adding individual users and assigning roles.
Why can one manager see more locations?
A company-level Merchant Admin or Merchant User can be assigned access across all locations, while another user may be attached more narrowly.
How do I reset a Gravity Dashboard password?
Select Reset password, enter the profile’s email and choose Send Email. Follow the temporary-password instructions delivered by Dashboard.
Will Gravity ask me to run a test refund?
No. Gravity warns that refund instructions presented as terminal testing can be a scam.
Why are statements missing?
The user may be in the wrong portal, lack access to the required merchant location or be viewing the wrong month. Dashboard supports statement selection by month and location.
Can every Dashboard user process payments?
No. Virtual Terminal activity requires the feature to be enabled and the appropriate user permission to be assigned.
