By Amanda Cole, payment-platform helpdesk lead with 12 years of merchant-access and fraud-escalation experience

Last reviewed: July 23, 2026

Gravity Payments merchants should begin with the company’s Merchant Logins page and choose the route matching their merchant ID. This independent guide is not affiliated with Gravity Payments.

Do not enter merchant credentials through a lookalike search result or an unexpected account message. Gravity uses several merchant systems, and the correct destination depends on the processing account and product assigned to the business.

What Is Gravity Payments?

Gravity Payments is a merchant-services provider offering payment processing through physical equipment, online tools, software integrations, virtual terminals, and related billing systems. Supported merchants can use Gravity Dashboard to review payment activity, batches, statements, receipts, and transaction reporting.

Most brand searches point to one immediate job: reaching the correct merchant account safely.

Three follow-up worries usually appear. Merchants need to know why a login fails, whether an employee has the right access, and what to do when a caller claims that the terminal, deposit account, or processing setup requires urgent changes.

The wrong portal creates the first mistake. Excessive user access creates the second.

Choose the Login by Merchant Account

Gravity’s Merchant Logins page lists Gravity Dashboard and separate ChargeItPro routes. It also asks users to choose the selection matching the merchant ID before sending them to the applicable login system.

Use this order:

1. Locate the merchant ID for the affected location.
2. Open Gravity’s Merchant Logins page directly.
3. Select the matching account range or product.
4. Confirm the business location after login.
5. Look for the needed statement, transaction, or account tool.

Do this first. Skip old bookmarks.

Some merchants use Access One rather than Gravity Dashboard. Gravity identifies Access One as an account option for certain standalone or non-integrated processing setups, and its support page includes password and technical-support guidance for that platform.

A valid login does not automatically prove that the user entered the correct merchant account. Multi-location businesses can have separate reporting views, statements, and payment histories.

Reset a Gravity Dashboard Password

Gravity’s current Dashboard documentation provides a defined recovery path:

1. Open the Gravity Dashboard login page.
2. Select Reset password under the login prompt.
3. Enter the email address associated with the Dashboard user.
4. Select Send Email.
5. Follow the temporary-password and permanent-reset instructions in the message.

This process applies to Gravity Dashboard. It should not be assumed to work for ChargeItPro, Access One, Dispute Manager, or another product.

Identify the system first. Skip creating a duplicate user merely because Dashboard does not recognize the email.

A private browser window can help rule out an old account session. It cannot correct a mismatched portal, inactive merchant account, or missing user permission.

Give Employees Only the Access They Need

Gravity Dashboard can expose transaction history, receipts, reporting filters, monthly statements, activity across locations, and supported payment tools.

That makes user setup an operational and security decision.

An employee who only reconciles statements may not need Virtual Terminal access. Someone accepting payments may not need authority to manage other users or review every business location. A staff member responding to customer questions may need receipts and transaction search without account-management privileges.

Use individual accounts. Skip shared logins.

Shared credentials make it harder to determine who viewed a report, processed a return, or changed an account setting. They also create a messy recovery problem when one employee leaves and several others depend on the same login.

One experienced-support detail is to verify the active location immediately after login. Another is to test a newly created user account before handing it over, since a technically successful invitation may still provide the wrong location or insufficient access.

Find Transactions Before Taking Corrective Action

Gravity Dashboard is designed to show recent transactions, batch history, sales performance, and supported Virtual Terminal activity. Its login page also lists receipt printing and transaction reporting across locations.

Before issuing a void, refund, or second payment, verify:

• The transaction exists
• The correct location is selected
• The report covers the relevant date
• The payment has not already been reversed
• The transaction belongs to the expected merchant account

Do not act from the customer’s description alone.

A person may say a transaction “never went through” while the Dashboard shows it as processed. Another may ask for a refund after already opening a dispute through the card issuer.

Find the record first. Skip duplicate corrective payments.

Void and Refund Timing

Gravity’s Virtual Terminal instructions place these actions under Void/Refund. The merchant can search for a transaction and adjust the report date range before selecting the available option.

Gravity states that a void can be completed only within the first 20 minutes of the transaction. Its separate tutorial also instructs multi-location users to select the correct location before searching by the available transaction identifiers.

That creates a clear decision:

Within the permitted window: A void may be available.

Outside that window: A refund may be required.

A dispute already exists: Review the case before sending another reversal.

Check the status first. Skip choosing an action merely because a customer uses the word “refund.”

A chargeback and a merchant-issued refund are different processes. Gravity defines a chargeback as a cardholder dispute, while a refund is normally arranged directly with the merchant.

Review Statements and Batches Separately

Gravity’s Merchant Logins page describes Dashboard as the place to access monthly statements, batch reports, and a Virtual Terminal.

Gravity says most statements are sent by email near the beginning of each month. Fees debited during the first few days generally reflect processing from the previous month.

That timing creates a common bookkeeping error. A fee debit appearing in early September may belong to August’s statement rather than September’s current sales.

Match these items:

• Merchant ID
• Business location
• Statement period
• Batch date
• Bank-posting date
• Prior-month processing

Gravity’s statement instructions say the Dashboard route begins with Statements in the left-side panel. Merchants can then access current and historical documents.

Check the statement first. Skip labeling an early-month debit as unauthorized before matching it with the prior processing period.

Treat Unexpected Support Calls as Unverified

A caller may know the business name, terminal brand, or payment processor. That alone does not prove the caller represents Gravity.

Do not follow instructions to process a refund as a “test,” install an unfamiliar remote-access application, or change banking information through an unrequested link. End the call and contact Gravity through its published support page.

Keep the rule simple.

Gravity’s public support number is 866-701-4700, and the company states that multilingual support is available 24 hours a day in English, Spanish, Korean, and Japanese.

Account verification should occur through that controlled channel. Do not disclose login credentials, authentication information, or customer payment details in response to an unsolicited caller.

Use Dispute Manager for Chargebacks

Gravity’s Dispute Manager is an online portal for accessing and responding to retrieval requests and chargeback notices issued to a merchant account. Merchants can also register for email notifications when new disputes are created.

Open the actual case before responding.

The notice should identify the disputed payment and provide the case-specific route for submitting information. Do not use a deadline copied from a third-party page, especially a lookalike domain that is not controlled by Gravity.

A suspicious search result reviewed during research used a misspelled version of the Gravity Payments name while publishing chargeback instructions. The company’s Dispute Manager and support pages are the safer sources for account actions.

Do not issue an additional refund merely because a chargeback appears. Confirm whether the disputed funds have already been debited and follow the case instructions.

Gravity Portals Is for Billing

Gravity Portals is the company’s online billing-management platform for issuing invoices and collecting customer payments. Gravity states that support for the product is available through its multilingual team.

Portals is not another name for every Gravity account tool:

• Gravity Dashboard handles reporting and supported merchant payment activity.
• Gravity Portals handles invoices and customer billing.
• Dispute Manager handles retrieval requests and chargebacks.
• ChargeItPro and Access One may serve other merchant configurations.

Feature access depends on the merchant setup.

Confirm the assigned product. Skip opening another merchant account merely because an invoice tool is absent from Dashboard.

Gravity Payments Pricing and Rate Checks

Gravity’s current pricing page emphasizes customized and integrated payment solutions, US-based multilingual support, and assistance with PCI compliance. It also says its average support wait is about 36 seconds, although real wait times can vary.

Gravity’s merchant page provides an effective-rate calculator based on monthly card sales and monthly card fees. The result is described as a high-level average percentage of processing fees.

Use the actual merchant statement first. Skip applying sample fees published by an unaffiliated review page to a current account.

Third-party pages may cite historic or sample agreement terms that differ from the business’s existing contract. Gravity’s own terms also reserve the right to correct pricing errors, which is another reason to rely on the current written account documents.

Pricing varies by merchant arrangement, payment channel, equipment, and integration.

Contact Gravity Payments Support

Gravity directs merchants to its support page for account and technical assistance. The page lists 866-701-4700, round-the-clock service, and support in four languages.

Contact support when:

• The Merchant Logins selector opens an unexpected portal
• Dashboard password recovery fails
• The correct business location is missing
• A user has too much or too little access
• A transaction cannot be confirmed before a refund
• A statement or dispute case is absent
• A caller may be impersonating Gravity

Describe the portal, affected location, approximate date, and visible error. Keep confidential account and customer payment information inside Gravity’s verification process.

Gravity Payments FAQ

Where do merchants log in?

Use Gravity’s Merchant Logins page.

What is Gravity Dashboard?

It is a centralized portal for transactions, batches, sales reporting, statements, receipts, and supported Virtual Terminal activity.

How do I reset a Dashboard password?

Select Reset password, enter the assigned email, choose Send Email, and follow the instructions sent by Gravity.

How long is the Virtual Terminal void window?

Gravity states that voids are available only during the first 20 minutes after the transaction.

Is a chargeback the same as a refund?

No. A refund is generally handled directly by the merchant, while a chargeback is initiated through the cardholder’s dispute process.

Can Gravity Payments send invoices?

Yes. Gravity Portals is its online billing platform for issuing invoices and collecting payments.

When do monthly fees usually appear?

Gravity says most statement-related fees are debited during the first few days of the month and reflect the previous month’s processing.

Is Gravity support available at night?

Yes. Gravity currently advertises 24/7 multilingual merchant support.