Gladstone Pay Portal Logins, Users and Getting Around
Problem
Finance staff and site administrators need to know what the Gladstone Pay portal is for, how to get or change a login, how to find their way around it, and what to do if it won't open or display.
Resolution
Get a new login, or change a user
Raise a support case
- Raise a support case with Gladstone support.
Give the user's details
- Include the user's name and email address, and check the email address is correct.
Say what you need
- A new user, refund access added, a password reset, an inactive account reactivated, or a leaver removed.
Find your way around the portal
Dashboard
- Recent live transactions and their status: successful, declined, or pending with the acquirer.
Merchant accounts
- Your live and test accounts. Check you're looking at the right one.
Transactions
- Search with advanced filters (name, date range, amount, status).
- Open a transaction to see the card type and details.
- Actions such as refunds are here, not on the dashboard.
Virtual terminal
- Send a customer a payment link by email, for example to pay a block booking invoice.
Reports
- Live, failed and pending transactions, and your report emails.
Notes
- Before you start:
- Gladstone Pay processes online card payments from Go Book and Go Join (see GoConsumer), and recurring card payments. These payments go straight to your merchant account, not through your tills.
- For security, an authenticator app is required when you set up your portal account and each time you log in. See Setting up 2FA in GladstonePay Portal.
- Gladstone support manages portal users. Give logins to everyone who needs to see online transactions (for example finance). Give refund rights only to the staff who need them.
- Never share your password in chat or by email, not even with Gladstone.
- Gladstone sets up Gladstone Pay for you, including your merchant ID and signature key. Live and test are different.
- If your merchant ID changes (for example after a change of company), arrange the change with your acquirer, then raise a case so Gladstone can link it.
- If you're moving from another payment gateway, Gladstone configures Gladstone Pay in the background. Once Gladstone confirms the switch-over, you can close the old gateway.
- Before go-live, make a real low-value online booking on live, check it appears in the portal, then refund it.
- Troubleshooting:
- Account says it's inactive: the account has been deactivated. Raise a case to reactivate it.
- Password doesn't work: the password is forgotten or expired. Raise a case for a reset. Don't send your old password.
- Portal says it's blocked by your firewall on one PC: a local firewall or web filter is blocking it. Ask your site IT to check the firewall or web filter.
- Portal doesn't display properly on one PC: a local PC problem (screen resolution or graphics have caused this). Try another PC. If it works elsewhere, ask your site IT to check the PC.
- Can log in with one browser but not another: a browser problem. Try another browser: some users could log in with Chrome but not Edge.
- Can't see the refund option: your user has no refund access. Raise a case to add refund access.
- Online test payments fail with a correct test card: the merchant ID or signature key is not set correctly. Raise a case for Gladstone to check the details.
- Common questions:
- Who adds and removes Gladstone Pay users? Gladstone support. Raise a case with the user's name and email address.
- Can every user refund? Only users with refund access. Ask for it only for the staff who need it.
- Is Gladstone Pay the same as our card machines? No. Gladstone Pay is for online and recurring card payments. Card machines take payments at the till.
- Contact Gladstone support for any portal user change (new user, password reset, reactivation, refund access, or removing a leaver; include the name and email address), if the portal won't work for any user or on any PC, or if your merchant ID has changed.