Managing Multiple Locations in Gravity Dashboard

By Dana Foster, merchant-account documentation editor with eight years reviewing payment-support workflows (editorial persona)
Last reviewed: July 12, 2026

Gravity Dashboard can place several business locations under one company-level user. That convenience also creates a risk: a transaction, statement or refund may be opened under the wrong account unless the employee selects the intended location first. Gravity specifically requires a location choice before multi-location Virtual Terminal voids and refunds.

This independent guide is not operated by Gravity Payments and cannot add users, alter permissions or access merchant records.

How Gravity organizes multiple locations

Gravity’s documentation refers to companies, accounts and locations.

A company can contain several processing locations. Each location may have its own Merchant ID, transactions, batches, statements and account settings. A company-level Dashboard user can be given access across the organization rather than receiving separate credentials for every storefront.

Gravity explicitly states that Merchant Admins and Merchant Users assigned to a company can view all locations belonging to that company.

That access can be helpful for an owner, finance manager or regional supervisor. It may be unnecessarily broad for a cashier who works at only one branch.

Gravity’s public documentation does not fully explain every narrower location-assignment configuration. When an employee should see only one account, confirm the intended assignment while creating the user rather than assuming the role name alone restricts location access.

The role determines what a person can do. The account assignment determines where that access applies.

Select the account before adding a user

Gravity instructs Dashboard administrators with multiple locations to filter by Account before selecting Add User. The administrator then enters the new user’s information, chooses a Permission Role and saves the record. Gravity sends the employee an email prompting account confirmation and password creation.

Use this order:

1. Sign in to Gravity Dashboard.
2. Open Users.
3. Filter by the intended account or location.
4. Select Add User.
5. Choose the base role.
6. Add only the feature permissions required for the job.
7. Save and verify the employee receives the setup email.

The location filter comes first.

Creating the correct role under the wrong account can still give the employee access to unintended transactions or leave the expected location unavailable.

Merchant Admin versus Merchant User

Gravity publishes two primary Dashboard roles.

Role	Published capabilities
Merchant Admin	View transactions and Dashboard; create, edit and deactivate users; initiate user password resets; view company and location details; edit location settings such as receipts
Merchant User	View transactions and Dashboard; reset the user’s own password
Company-level assignment	Both roles can view all company locations when assigned at company level

Source: Gravity Dashboard user-settings documentation, last modified February 17, 2026.

A Merchant Admin is not simply a more experienced cashier. The role can manage other users and edit location settings.

Reserve it for people who are expected to administer access.

A Merchant User is the safer base role for employees who need reporting access but should not create accounts, deactivate coworkers or change receipt configuration.

Feature permissions are separate from the base role

A Merchant Admin or Merchant User role does not automatically unlock every Dashboard tool.

Gravity lists additional permissions for statements and Virtual Terminal activity.

Statement Viewer

Statement Viewer provides access to current and previous monthly processing statements. It must be attached to either a Merchant Admin or Merchant User role.

This permission may expose sales volume, processing fees and banking-related business records. A cashier who only takes payments may not need it.

Virtual Terminal Admin

Virtual Terminal Admin can process:

• Sales
• Authorizations
• Captures
• Voids
• Refunds connected to previous transactions
• Open refunds

When Payment Links is enabled on the merchant account, this permission also allows the user to create and send links.

Virtual Terminal User

Virtual Terminal User can process sales, authorizations, captures, voids and refunds tied to previous transactions. It cannot perform an open refund. It can also create Payment Links when that product is enabled.

An open refund is the important difference.

A refund tied to a prior transaction gives the system an original payment record to reference. An open refund is not connected to a previous transaction in the same way, so Gravity reserves it for the stronger permission.

Use the lower permission unless the employee’s duties genuinely require open refunds.

Why transactions seem to be missing

A transaction can appear absent when the user is looking at the wrong location.

Gravity’s transaction screen supports searches by date, amount, approval code, limited card reference, source and card type. It also allows saved filters.

Before deciding that a payment failed or disappeared:

1. Confirm the selected company and location.
2. Clear saved transaction filters.
3. Expand the date range.
4. Search by approval code or exact amount.
5. Check the transaction source.
6. Review the location’s batch report.

A payment taken at Location A will not necessarily appear while the user is reviewing Location B, even when both accounts belong to the same company.

Do not process the customer’s card again until the original location has been searched.

Statements must be opened by location

Gravity Dashboard first shows the most recent statements. For earlier records, merchants can use the Past Months – By Location dropdown and select the intended location before opening the month and year.

That produces a common accounting mistake.

A manager downloads the June statement for one branch, compares it with deposits from another branch and concludes that fees or sales are missing. Both records may be accurate; they belong to different Merchant IDs.

Use the statement’s location and Merchant ID as the reconciliation anchors.

Gravity says the Merchant ID can be found in the installation email or in the upper-left corner of the merchant statement.

Store an internal reference such as:

Business label	Merchant ID reference	Deposit account label
Downtown store	Location-specific MID	Downtown operating account
Airport kiosk	Location-specific MID	Airport deposits
Online sales	Ecommerce MID	Online-sales account

Keep the complete identifiers inside the business’s controlled records rather than an open employee spreadsheet.

Refund from the original location

Gravity’s Virtual Terminal void instructions tell multi-location users to select the appropriate location before opening Void/Refund. The employee can then search using the limited card reference shown by Dashboard or the authorization ID.

If the transaction has already batched, Gravity says the Void button is no longer available and a refund must be used instead.

The location requirement matters for three reasons:

• The original transaction may be visible only under its processing account.
• The refund should remain connected to the correct location’s reporting.
• The related deposit and return need to reconcile against the same Merchant ID.

Do not create an open refund under Location B merely because the original sale from Location A is not visible. Switch accounts and find the original payment first.

Payment Links also follow permissions

Gravity Dashboard supports single-use and multi-use Payment Links. A single-use link can collect a specific customer amount, while a multi-use link can be shared with several customers and may use either a fixed or customer-entered amount.

Access depends on two conditions:

1. Payment Links must be enabled on the merchant account.
2. The user must have an eligible Virtual Terminal permission.

A missing Payment Links menu is therefore not always a browser problem. The product may not be enabled for that location, or the user may lack the required permission.

For a multi-location company, confirm which Merchant ID will receive transactions before distributing a link. A link created under the wrong location may route sales into that location’s reporting and reconciliation stream.

Name links clearly. “Summer deposit” is less useful than “Downtown Store – July Event Deposit.”

Secure every employee account separately

Gravity Dashboard prompts users without multi-factor authentication to configure it during login. Published options include an authentication application or text-message codes. Users can also select a remembered-device option to reduce repeated prompts on a trusted device.

Every employee should have an individual login.

Shared administrator credentials make it difficult to determine:

• Who processed a refund
• Who changed a setting
• Who created a Payment Link
• Which former employee still knows the password
• Whether unusual activity came from an authorized person

When an employee leaves, a Merchant Admin can deactivate that user rather than changing one shared password used across the company. Gravity confirms that Merchant Admins can create, edit and deactivate users and initiate password resets.

Gravity also warns that repeated failed login attempts can temporarily lock the account. Its reset workflow sends password instructions to the email address associated with the user.

Do not create a second profile merely to bypass a temporary lockout. Reset the intended user or ask the Merchant Admin to review the existing account.

Build roles around actual jobs

A small multi-location business rarely needs dozens of custom access combinations. It needs a few consistent templates.

Cashier

• Merchant User
• Virtual Terminal User only when remote payments are part of the job
• No Statement Viewer
• No companywide assignment unless the employee works across locations

Location manager

• Merchant Admin or Merchant User based on staffing duties
• Virtual Terminal Admin only when open refunds are required
• Statement Viewer when the manager reconciles fees and deposits
• Access limited to the managed location when available

Finance or accounting employee

• Merchant User
• Statement Viewer
• Reporting access across required locations
• No Virtual Terminal permission unless payments or refunds are part of the role

Company owner

• Merchant Admin
• Company-level location visibility
• Statement Viewer
• Account-specific payment permissions based on operational need

The principle is minimum necessary access.

Do not grant Virtual Terminal Admin merely because it is easier than deciding which permission the job requires.

Dashboard, Access One or another login?

Gravity’s Merchant Logins page lists Gravity Dashboard for statements, batch reports and Virtual Terminal access. It also tells merchants to choose the appropriate account route based on the beginning digit of the Merchant ID. Legacy integrated solutions and the Gift Server use separate login destinations.

That means two locations acquired at different times may not always have identical portal histories.

One account may appear in Gravity Dashboard while an older or differently configured account uses another supported reporting route. Do not assume that a missing location was deleted solely because it is absent from the current Dashboard company view.

Use the official Merchant Logins page and the location’s Merchant ID to identify the proper portal. Gravity publishes support at 866-701-4700 when the relationship between company, account and login is unclear.

FAQ

Can one Gravity Dashboard login view several locations?

Yes. Gravity says Merchant Admins and Merchant Users assigned at the company level can view every location belonging to that company.

How do I add an employee to one Gravity account?

Open Users, filter by the intended Account, choose Add User, assign the base role and required feature permissions, then save. Gravity emails the new user with account-confirmation and password instructions.

What is the difference between Merchant Admin and Merchant User?

A Merchant Admin can manage users, initiate password resets and edit certain location settings. A Merchant User can view Dashboard and transactions but does not receive those administrative controls.

Why can an employee view transactions but not statements?

Statement access requires the separate Statement Viewer permission in addition to a Merchant Admin or Merchant User role.

Why can one user issue an open refund while another cannot?

Virtual Terminal Admin includes open refunds. Virtual Terminal User permits refunds tied to prior transactions but excludes open refunds.

Where can I find the Merchant ID for each location?

Gravity says the MID appears in the installation email and at the upper-left of the location’s merchant statement.

Why is a sale missing from the location report?

The user may be viewing the wrong account, date range or saved filter. Confirm the location, clear filters and search by amount or approval code before attempting another charge.

Does every Gravity location use the same login page?

Not necessarily. Gravity’s Merchant Logins page routes accounts according to their Merchant ID and also lists separate legacy and gift-card systems.

The reliable setup is to map every location to its Merchant ID, assign individual employee accounts, grant only the needed feature permissions and confirm the selected location before any payment, refund or statement download.