# Gladstone Pay Portal Logins, Users and Getting Around

HTML version: [Gladstone Pay Portal Logins, Users and Getting Around](https://support.gladstonesoftware.cloud/gladstonepay/gladstone-pay-portal-logins-and-users)

## 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

1. **Raise a support case**
   - [Raise a support case](../guides/raising-a-support-case.md) with Gladstone support.

2. **Give the user's details**
   - Include the user's name and email address, and check the email address is correct.

3. **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

1. **Dashboard**
   - Recent live transactions and their status: successful, declined, or pending with the acquirer.

2. **Merchant accounts**
   - Your live and test accounts. Check you're looking at the right one.

3. **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.

4. **Virtual terminal**
   - Send a customer a payment link by email, for example to pay a block booking invoice.

5. **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](../guides/glossary.md)), 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](setting-up-2fa-in-gladstonepay-portal.md).
  - 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.