By Kevin Monroe, payment-operations helpdesk lead with 10 years of merchant-account and card-processing support experience
Last reviewed: July 23, 2026
Gravity Payments merchants should use the company’s Merchant Logins page to reach the portal assigned to their merchant ID. This independent guide is not affiliated with Gravity Payments.
Once inside the correct account, Gravity Dashboard can be used to review transactions, batches, statements, payment links, and supported Virtual Terminal activity. Check the merchant location and portal first; skip changing account settings until both match the business being investigated.
What Is Gravity Payments?
Gravity Payments provides merchant payment-processing services for businesses that accept payments through terminals, online tools, integrated software, and remote-payment channels. Its official site separates services for merchants, developers, and business partners, while the support library covers account administration, transaction research, billing tools, equipment, disputes, and compliance.
Most brand searches lead to one practical job: locate a merchant transaction or account document without entering the wrong portal.
The concerns that follow are usually more specific. A merchant may need to determine whether a payment settled, find a monthly statement, issue a void or refund, send a payment link, change the deposit account, or respond to a dispute.
Each action has its own route.
Find the Correct Merchant Login
Gravity’s Merchant Logins page asks the user to choose the selection matching the merchant ID number. It provides Gravity Dashboard access and separate login routes for ChargeItPro accounts, showing why an old bookmark may lead to the wrong system.
Use this order:
- Locate the merchant ID associated with the business or location.
- Open Gravity’s Merchant Logins page.
- Choose the merchant-ID range or product shown for that account.
- Confirm the location after login.
- Search for the transaction, batch, or statement.
Do this first. Skip troubleshooting a supposedly missing payment while another location is selected.
Multi-location access deserves extra care. Gravity’s documentation repeatedly tells users to select the appropriate account or location before managing users, statements, or Virtual Terminal transactions. A person can therefore sign in successfully and still search the wrong merchant dataset.
What Gravity Dashboard Contains
Gravity describes Dashboard as a centralized tool for viewing and managing payment activity. It provides recent transactions, batch history, sales-performance information, and a Virtual Terminal for supported merchant accounts.
The portal is useful for four different research tasks:
- Confirming that a payment appears in transaction history
- Checking which batch contains the payment
- Opening current or historical processing statements
- Processing supported remote-payment actions
These are related records, but they should not be treated as interchangeable. A receipt confirms that a transaction was created. A batch report shows how transactions were grouped for settlement. A bank posting reflects the resulting deposit or debit after processing activity.
That separation matters during reconciliation because a merchant may see a valid transaction without finding a separate bank deposit for the same exact amount.
Search for a Transaction
Gravity’s Dashboard instructions place transaction research under Transactions in the left-side navigation. The search field can locate records using the business or customer name, approval code, last four card digits, or dollar amount.
Start with the amount and approximate date. Then narrow the result with the business location or approval reference when several transactions have similar totals.
A hands-on detail: do not search only by customer name. Names may be entered differently, omitted, or associated with another business record, while the approval code or transaction amount can provide a cleaner match.
Another detail appears in multi-location accounts. Confirm the selected account before assuming the transaction never reached Gravity Dashboard.
Keep customer payment details inside the authenticated portal. Ordinary support messages should contain only the general transaction date, location, amount, and issue description needed to explain the problem.
Open Monthly Processing Statements
Gravity states that merchants receive an automated email when monthly statements are ready. In Dashboard, users select Statements from the left-side panel, choose the month and year in the Statement column, and can use Past Months – By Location to find earlier statements for a selected location.
Gravity separately says statements are emailed to most merchants near the beginning of each month. Fees for the prior month’s processing are generally debited during the first few days of the new month.
This creates a common accounting mismatch. A fee debit posted in early August may relate to July’s processing statement rather than August’s current sales.
Match the debit to the statement period first. Skip labeling the bank item as unknown merely because its posting date falls in a different calendar month.
Fees and timing can vary by merchant agreement and account configuration. Use the current statement and written processing terms for the specific business.
Void or Refund a Payment
Gravity’s Virtual Terminal documentation places these actions under the Void/Refund tab. For merchants with several locations, the instructions require choosing the appropriate location before searching for the transaction.
A void is available only before the transaction has batched. Gravity says that after batching, the merchant must process a refund instead. Its documentation also notes that a void attempted after 20 minutes may automatically be handled as a refund.
Timing changes the action.
Use this decision path:
- Transaction has not batched: look for the Void option.
- Transaction has batched: use the refund process.
- Transaction cannot be found: verify the location and transaction search details.
- Customer filed a bank dispute: use the dispute route, not an ordinary refund screen.
Do not select a button based only on the customer’s wording. Check the payment status first.
Create and Send a Payment Link
Gravity Dashboard includes Payment Links in the left-side navigation for configured accounts. The documented process begins with Create Link, followed by either a single-use or multi-use link.
A single-use link can include the customer name, amount, payment description, and the number of days the link remains active. Gravity says the merchant can then send it by email, text, or copied URL.
Multi-use links can use a set amount or a custom amount range. The setup can also include a link title, customer-facing description, optional invoice-number or shipping-address fields, and an active period.
Payment Links and Gravity Portals are not exactly the same tool. Gravity describes Portals as an online billing-management platform for issuing invoices and collecting customer payments, while a Dashboard payment link is a hosted route created for a particular payment use.
Feature availability depends on the merchant account.
Change the Deposit Bank Account
Gravity publishes a self-service bank-account-change process inside Dashboard. The route begins with Account Management in the left-side navigation, and Gravity notes that only owners and authorized signers may complete the presented steps.
Use the authenticated account-management route. Skip acting on an unexpected email that claims deposit information must be replaced or reconfirmed.
A bank-account change is different from ordinary user administration. The authority of the person making the request matters because future merchant deposits may be redirected by the change.
For support, describe the business, merchant account, and general change being attempted. Account verification should follow Gravity’s controlled process rather than an informal exchange.
Handle Chargebacks Through Dispute Manager
Gravity describes Dispute Manager as 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.
A chargeback is not a standard refund. It begins when a cardholder disputes a transaction through the card-issuing bank, and the merchant may be asked to provide evidence through the dispute process.
Open the actual case first. Skip using a generic response deadline from a blog or forum because each notice can have its own date and evidence instructions.
Gravity’s developer material also points merchants toward Visa, Mastercard, American Express, and Discover resources for dispute and fraud-prevention guidance. Those card networks set operating rules that can affect how cases are categorized and reviewed.
Respond through Dispute Manager or the route assigned to the specific merchant account.
Add or Manage Dashboard Users
Gravity’s Dashboard user-settings documentation places user administration under the Users tab. The current instructions say to select Add User and, for multiple locations, filter by account first.
This detail is easy to miss. A user added under the wrong account filter may not receive the intended location access.
Give each person only the access required for their role. Payment reporting, refunds, bank changes, and user administration should not automatically be available to every staff member.
Keep access individual. Shared credentials make it harder to identify who performed an account action and can complicate internal reviews.
Contact Gravity Payments Support
Gravity Payments publishes 866-701-4700 for merchant support and states that multilingual help is available 24 hours a day in English, Spanish, Korean, and Japanese. Its support-ticket form says responses are provided within one business day and directs urgent requests to the phone number.
Contact support when:
- The merchant-ID selector opens the wrong portal
- The expected location is missing
- A Dashboard user cannot be recovered or added correctly
- A statement or batch cannot be located
- A void, refund, or payment link action is unavailable
- Dispute Manager does not show the expected case
- An authorized signer cannot start a bank change
For a useful first report, include the business name, merchant ID when known, affected location, date, and general screen or feature involved. Keep login credentials and customer payment information out of the ticket.
Gravity Payments FAQ
Where do merchants log in?
Use Gravity’s Merchant Logins page.
What can I see in Gravity Dashboard?
Dashboard includes recent transactions, batch history, sales information, statements, and a Virtual Terminal for supported accounts.
How do I find a payment?
Open Transactions in Dashboard and search by customer or business name, approval code, last four card digits, or amount. Confirm the account location before concluding that the payment is absent.
Can Gravity Payments send payment links?
Yes, for configured Dashboard accounts. Gravity documents single-use and multi-use links that can be delivered by email, text, or copied URL.
Why is the Void button unavailable?
The transaction may already have batched. Gravity says a batched payment must be refunded instead of voided.
When are statements available?
Gravity says most merchants receive statement notifications near the beginning of each month. Related fees generally reflect the prior month’s processing and may be debited during the first few days of the new month.
Can any employee change the deposit account?
No. Gravity states that only owners and authorized signers can complete its self-service deposit-bank-account-change steps.
Is merchant support available after business hours?
Yes. Gravity currently advertises 24/7 multilingual support at 866-701-4700.