By Andrew Keller, merchant-platform support lead with 10 years of experience handling payment reporting, user access and processor escalations
Last reviewed: July 20, 2026
Gravity Payments provides payment-processing and account-reporting tools for businesses. Existing merchants can use supported portals to review transactions, batches and monthly statements. This independent guide is not affiliated with Gravity Payments.
Do not assume every merchant uses the same sign-in page. Gravity’s Merchant Logins page directs businesses to Gravity Dashboard or another platform according to the merchant account and merchant ID.
What Gravity Payments Dashboard Is
Gravity Dashboard is the company’s centralized payment-reporting tool. Gravity says it provides recent transaction activity, batch history, sales-performance information and a Virtual Terminal for supported merchant accounts.
Merchants may use Dashboard to:
- search for a payment
- review completed batches
- retrieve monthly statements
- print transaction reports
- manage authorized users
- create payment links when enabled
- process eligible Virtual Terminal transactions
The available screens can differ from one account to another. A business may not subscribe to every product, and an employee may not have permission to use every enabled feature.
That distinction comes first.
A user who can see transactions but cannot open statements may have an access problem rather than a login problem. Gravity specifically says the Merchant Admin role does not automatically provide statement access; the user also needs the Statement Viewer permission.
Find the Correct Gravity Payments Login
The safest route begins on the official Merchant Logins page. It lists Gravity Dashboard for statements, batch reports and Virtual Terminal access, while also providing routes for legacy integrated solutions, gift-card tools and ChargeItPro users.
Use this sequence:
- Confirm which Gravity Payments product the business uses.
- Locate the merchant ID in the company’s account records.
- Open the Merchant Logins page.
- Choose the selection matching the merchant account.
- Use Gravity Dashboard only when that is the assigned portal.
Do this first. Skip password recovery until the portal is confirmed.
A page can genuinely belong to Gravity Payments and still be wrong for the merchant. For example, a legacy integrated account may use the legacy gateway console rather than the current Dashboard. A gift-card user may need the gift server. An employee following an old bookmark may therefore reach a working login page that has no connection to the needed reports.
This is one reason generic “login finder” pages are unreliable. They often collapse several separate products into one link.
Gravity Payments Login Not Working
Gravity Dashboard login trouble usually falls into one of four categories:
- wrong portal
- incorrect or outdated user access
- temporary lock after repeated failures
- service or account-level problem
Check the portal first, then the account email.
Gravity’s user documentation warns that repeated failed login attempts can temporarily lock the account. Stop guessing when several attempts have already failed.
For Gravity Dashboard, use the recovery option shown on the login page. For another merchant console or portal, Gravity says a Forgot Password? option may be available. Existing clients who cannot resolve access are directed to the company’s technical-support team.
A reset will not fix an unregistered user. It will also not add access to a missing location, statement library or payment tool.
When Dashboard opens but a particular feature is absent, ask an authorized administrator to check the user’s role and permissions before changing browsers or creating another profile.
How User Access Works
Gravity Dashboard supports separate users rather than requiring every employee to work from one shared login. The user-management area is reached through USERS in the left-side navigation.
An administrator should consider two separate questions:
- Which merchant account or location should the employee see?
- Which actions should the employee be allowed to perform?
Those are not identical.
An employee responsible for reconciliation may need transaction, batch and statement access but no payment-processing authority. A staff member handling telephone payments may need Virtual Terminal permission but no ability to create or deactivate other users.
Gravity’s documentation also notes that Payment Links access must be enabled on the merchant account before the corresponding user permission can be assigned.
Grant the minimum role needed for the job. Skip broad administrator access when a narrower permission is sufficient.
A hands-on warning: changing a password does not refresh authorization. If the employee signs in successfully and the left navigation still lacks Statements, Payment Links or Virtual Terminal, the account administrator needs to review permissions or enabled products.
Setting Up Multi-Factor Authentication
Gravity Dashboard uses multi-factor authentication. A user who logs in without MFA already configured may be redirected to complete enrollment.
Gravity documents two authentication routes:
- an authentication application
- a text-message verification method
The authentication-app workflow uses a changing code generated by Google Authenticator. Gravity says the code refreshes every 30 seconds.
An MFA enrollment screen is not necessarily an error. It can be a normal part of the first login or account-security update.
Use MFA on a device controlled by the authorized user. Avoid treating a shared front-desk phone as the permanent authentication method for several employees because access becomes difficult to revoke or trace when staff changes.
When the old authentication device is unavailable or the setup cannot be completed, use Gravity’s verified support route. Do not disclose authentication codes to someone who contacts the business unexpectedly.
Finding a Transaction in Gravity Dashboard
Gravity provides a documented Dashboard transaction-search workflow. The merchant begins in the Transactions area and uses available search controls to locate the payment.
Gather these details before searching:
- transaction date or narrow date range
- amount
- business location
- payment source
- cashier or employee
- approval or internal order reference
Begin with date and location. Then add another filter.
Too many filters can hide the correct result when one recorded detail is slightly different from the business’s local record. Too few filters can produce hundreds of unrelated payments.
Multi-location merchants should check which account or branch is selected. A payment can appear missing when the user is looking at another location’s records or lacks access to the location where the payment was processed.
Once the payment is located, identify whether it is pending, batched, voided, refunded or settled before taking another action. The transaction state determines which tools may be appropriate.
Statements by Month and Location
Gravity says merchants receive an automated email when monthly statements are ready. Inside Dashboard, the documented path starts with Statements in the left-side panel. The newest month appears first.
To review another statement:
- Open Statements.
- Select the month and year in the Statement column.
- Use Past Months – By Location when the account includes several locations.
- Choose the needed location.
- Open the relevant month and year.
That location selector is easy to miss.
A manager may believe a monthly statement is unavailable because the initial screen shows another branch. Another user may not see the Statements menu at all because Statement Viewer permission was never assigned.
Check both conditions before escalating.
Statements are the stronger source for account-specific charges, processing totals and monthly activity. Public pricing pages can describe current offers, but they cannot establish the exact terms of an existing merchant account.
Batch Reports and Deposits
A batch is a group of transactions submitted for processing and settlement. Gravity explains that when a batch settles, its transactions are sent to the processor so the funds can be acquired and deposited to the business.
The batch total and bank deposit may not always match the business’s gross daily sales.
Possible reasons include:
- refunds or returns
- different batch-closing times
- activity from another location
- account adjustments
- transactions entering a later batch
- fees handled according to the merchant arrangement
Start with the batch report. Skip comparing only the point-of-sale total with the bank balance.
A useful research path is transaction, batch, statement, then bank entry. Each record answers a different question, and jumping directly from one receipt to one deposit can produce a false discrepancy.
Is Gravity Payments Down?
Gravity maintains a public status page for Gravity Dashboard and emergepay. At the time checked for this article, both were reported as operational.
Status can change, so merchants experiencing a new issue should check that page directly.
When the status page reports an incident, avoid repeated password resets or account changes. When it reports normal service, narrow the issue by testing:
- whether another authorized user can enter
- whether all locations are affected
- whether only one tool is missing
- whether the problem affects Dashboard or a payment device
- whether an exact error message appears
This separates a platform outage from a user, permission, network or account problem.
Scam Checks Before Accepting Remote Help
Gravity publishes scam-awareness guidance for merchants. It states that the company will not ask for a merchant’s personal password or Gravity Dashboard login.
Gravity also says legitimate remote-access support begins through the official support website and its Start Screen Sharing option.
Do not allow an unexpected caller to direct refunds, change account settings or install remote-access software.
End the call and contact Gravity through the support page already known to the business. A caller knowing the terminal model or business name does not prove legitimacy.
Gravity’s support page requests ordinary diagnostic context such as the merchant ID when known, and it provides the authorized screen-sharing route for merchants who are already speaking with support and have a session key.
Use that route. Skip links sent through unsolicited messages.
Preparing for Gravity Payments Support
Gravity says merchants can rely on 24/7 technical support. Before contacting the team, collect enough information to describe the problem without exposing protected account or payment details.
Prepare:
- merchant ID
- correct portal name
- affected location
- user role
- approximate time of the issue
- exact error wording
- whether other users are affected
- transaction or batch reference when relevant
Gravity’s support preparation page specifically identifies the merchant ID as a useful item for the call.
Give a precise description. “The user can open Transactions but Statements is absent for the Denver location” is more useful than “Dashboard is broken.”
For urgent account or processing trouble, use the published support channel. Ordinary support tickets may be suitable for non-urgent administrative questions, but payment failures affecting active transactions should be routed promptly.
Frequently Asked Questions
Is Gravity Payments a bank?
No. It is a merchant payment processor.
Where is the official Gravity Payments login?
Start at the company’s Merchant Logins page. It routes merchants to Gravity Dashboard and other supported account systems.
Why is the Statements menu missing?
The user may lack Statement Viewer permission. Gravity says Merchant Admin access alone does not automatically display statements.
Can repeated login attempts lock the account?
Yes. Gravity warns that repeated failed attempts can temporarily lock a Dashboard user.
Does Gravity Dashboard use MFA?
Yes. Users who have not enabled it may be redirected to configure an authentication app or text-message verification.
How do I view statements for another location?
Open Statements, use Past Months – By Location, select the location and then choose the required month and year.
How can I check whether Dashboard is down?
Use Gravity Payments’ public status page, which reports the operational state of Gravity Dashboard and emergepay.
Will Gravity ask for my Dashboard password?
No. Gravity’s scam-awareness guidance says it will not request a merchant’s personal password or Dashboard login.
