Finding the Right Gravity Payments Account and Support Path

By Daniel Brooks, merchant-support documentation editor (editorial persona based on an eight-year support brief)
Last reviewed: July 12, 2026

Gravity Payments merchants should start at the company’s Merchant Logins page, not at a login address copied from an advertisement, old bookmark or third-party review. The correct destination may depend on the first digit of the merchant ID, while Gravity Dashboard and legacy ChargeItPro tools use separate routes.

This site is not Gravity Payments and cannot access, unlock or modify a merchant account.

What Gravity Payments is

Gravity Payments provides payment-processing services, merchant hardware, online payment tools and account reporting for businesses. Its Gravity Dashboard can display monthly statements, transaction activity and batch reports, and it may include a Virtual Terminal when that function is enabled for the merchant account.

Search results are unusually easy to misread. Queries for “Gravity login” frequently surface Gravity Forms, Gravity Sketch and similarly named products that have no connection to the payment processor.

Wrong portal. Wrong reset.

Use the Merchant Logins page first

The official Merchant Logins page separates several account paths.

Gravity Dashboard has a direct login for merchants who need transaction reporting, statements, batch information or the Virtual Terminal. A separate selector asks whether the merchant ID begins with 3, 4, 5 or 6, then routes the user to the corresponding account page. ChargeItPro merchants are given separate links for the legacy gateway console and gift-card server.

Use that routing page first. Skip search-result links that promise a universal Gravity Payments portal, because there is no single screen shown publicly for every legacy account and processing arrangement.

A merchant ID can be found in the installation email or in the upper-left corner of a merchant statement, according to Gravity’s account-management library.

Reset a Gravity Dashboard password

The current Gravity Dashboard login screen uses an email field, a password field and a Reset password link.

Gravity’s documentation gives this sequence:

1. Open Gravity Dashboard.
2. Select Reset password beneath the login prompt.
3. Enter the email address associated with the Dashboard user.
4. Select Send Email.
5. Follow the reset link and temporary-password instructions delivered to that address.

Do the reset once, then check the relevant mailbox and filtered-message folders. Repeatedly submitting the form does not correct an account created under a different email address.

Repeated failed login attempts can temporarily lock the Dashboard account. Gravity does not publish the lockout duration on the reviewed documentation page, so inventing a waiting period would be misleading.

When the password is not the problem

A successful login does not guarantee access to every Dashboard function. Gravity separates account roles from individual permissions.

A Merchant Admin can view transactions, manage users, initiate resets and view assigned company locations. A Merchant User can view transactions and the Dashboard but has narrower account-management authority. Access to processing statements requires a Statement Viewer permission attached to a Merchant Admin or Merchant User role.

Virtual Terminal permissions are separate. Both Virtual Terminal Admin and Virtual Terminal User roles may process sales, authorizations, captures, voids and refunds when the feature is enabled, but the published permissions say an ordinary Virtual Terminal User cannot process an open refund. Payment Link access also has to be enabled on the account.

This creates two common support situations:

• The Statements item is missing even though the user can view transactions.
• The Virtual Terminal appears, but a specific refund or payment-link action is unavailable.

Ask the account’s Merchant Admin to check permissions first. Skip unnecessary password changes when the missing feature is caused by the assigned role.

Finding statements and the Virtual Terminal

Processing statements are accessed by selecting Statements in the Dashboard’s left-side panel. Gravity says merchants also receive an automated email when a new monthly statement is available.

The Virtual Terminal is opened from the corresponding option in the left control panel. Its published transaction options include Sale, Authorization, Capture or Force, and Void or Refund.

For merchants with multiple locations, selecting the wrong location can produce confusing transaction results. Gravity’s void instructions specifically tell multi-location users to choose the correct location before opening the Void/Refund tab and searching for a transaction.

A report that looks empty may therefore reflect the selected account, location, date range or permission level rather than missing processing activity.

MFA prompts and lost authentication access

Gravity Dashboard may redirect users who have not configured multi-factor authentication to an MFA setup screen. The documented choices are an authentication application or text message.

The authentication-app route uses Google Authenticator and produces a code that changes every 30 seconds. The text-message route sends a code to the number entered during setup. A remember this device checkbox may reduce how frequently the additional prompt appears.

Deleting an old Gravity entry from an authenticator app does not automatically remove MFA from the merchant account. Gravity’s published recovery sequence instructs an already signed-in user to remove the old code, sign out, open a new browser tab or window and sign in again to repeat MFA setup. Users who cannot reach that stage are directed to technical support.

Never send an authentication code to a person who contacted the business unexpectedly.

Check service status before changing account settings

Gravity maintains a separate status page for Gravity Dashboard, processing services, emergepay, cloud controllers, the gift-card server and related APIs. It also provides incident-history and update-subscription options.

Check system status first when several employees or locations lose access at the same time. Skip user deletion, password rotation and terminal reconfiguration until a wider incident has been ruled out.

A single-user failure usually points toward credentials, MFA or permissions. Simultaneous failures across devices or locations deserve a status check and a support call.

Contacting Gravity Payments support

Gravity publishes 24-hour multilingual telephone support in English, Spanish, Korean and Japanese. The support page lists 866-701-4700 and says urgent issues should be handled by phone.

The online support form asks for:

• Business name
• Merchant ID, when known
• Contact name
• Phone number
• Email
• Request subject
• Description of the issue

Gravity says support tickets receive a reply within one business day. That is a response target, not a guaranteed resolution time.

Screen sharing should be started only after a caller is already working with the support team and has been given a session key. The official support page places its screen-sharing link under Already Getting Support?, which helps distinguish a legitimate support session from an unsolicited remote-access request.

Security and PCI compliance

Gravity warns that attackers may impersonate a processor, claim that a chargeback or account problem is urgent, collect business details and later request changes to banking information. Its security guidance recommends independently calling a verified organization rather than trusting the contact details supplied by a suspicious caller or message.

PCI DSS is the payment-card industry standard for protecting environments where card data is stored, processed or transmitted. The PCI Security Standards Council identifies PCI DSS v4.0.1 as the active supported revision in its document library.

Account access and PCI validation are separate tasks. Being able to enter Gravity Dashboard does not by itself show that a merchant has completed the appropriate Self-Assessment Questionnaire or other applicable compliance work.

Check pricing before signing up

Gravity currently advertises a flat rate of 2.5% plus $0.10 per transaction for qualifying in-person payments. Its pricing page warns that transactions integrated with software or accepted when the customer is not physically present may not qualify for that rate. A customized pricing option is also offered.

Do not apply the advertised flat rate to every business model. Online payments, keyed transactions, integrated software and other processing arrangements may be quoted differently.

Independent reviews often discuss older quotes, hardware costs or sample agreements, but those numbers should not replace the merchant’s current application, pricing schedule and processing agreement. One prominent review also contains outdated leadership information, illustrating why official pages deserve priority for current account and company details.

FAQ

Where is the Gravity Payments login?

Use the official Merchant Logins page.

Is Gravity Payments the same as Gravity Forms?

No. They are unrelated products.

Why does the login page ask about my merchant ID?

Gravity uses the first digit of the merchant ID to direct some merchants to the appropriate account system. The official selector currently lists IDs beginning with 3, 4, 5 or 6.

Why can I log in but not see statements?

The user may lack Statement Viewer permission. Gravity says that permission must be attached to a Merchant Admin or Merchant User role before current and previous monthly processing statements can be viewed.

What should I do if the reset email does not arrive?

Confirm that the email entered belongs to the Dashboard user, then check filtered-message folders. Avoid repeated login attempts because Gravity says failed attempts can temporarily lock an account. When the registered email is uncertain or no message arrives, use the company’s support channel rather than creating an unrelated account.

Is Gravity Payments support available overnight?

Gravity publishes 24/7 telephone support.

Is the advertised 2.5% rate available for online payments?

Not necessarily. Gravity says the 2.5% plus $0.10 flat rate applies to qualified in-person transactions, while software-integrated and card-not-present payments may not qualify.

The practical route is narrow: identify the correct account from the official Merchant Logins page, check permissions before resetting access, and use the published support number when the issue affects live payment processing.