Investigating issues with PAX A35 terminals
Update - We are continuing to drive the investigation of this issue with PAX. They have confirmed they are investigating and have escalated the issue as critical to their team.

We continue to investigate fixes and workarounds to provide relief for those affected.
Jun 10, 2025 - 07:37 PDT
Update - We are continuing to investigate this issue. We believe this issue is affecting PAX A35 devices exclusively of the A35-0BW-RD6-01AA hardware version.

PAX has acknowledged the issue and is providing Gravity with updates as they work towards a fix, or workaround.
Jun 09, 2025 - 06:17 PDT
Update - We are still investigating this issue and will provide updates and additional guidance as we have it.
Jun 06, 2025 - 14:57 PDT
Investigating - We are currently investigating the issue and will update this page with more information soon.

If you are having any difficulties, please contact our support team at support@gravitypayments.com or call tel:8667014700.
Jun 06, 2025 - 13:56 PDT
Uptime over the past 90 days. View historical uptime.
emergepay Operational
90 days ago
100.0 % uptime
Today
Gravity Dashboard Operational
90 days ago
100.0 % uptime
Today
Gift Card Server Operational
90 days ago
100.0 % uptime
Today
Cloud Controllers Operational
90 days ago
100.0 % uptime
Today
EasyIntegrator API Operational
90 days ago
100.0 % uptime
Today
Processing Services Operational
90 days ago
100.0 % uptime
Today
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Major outage
Partial outage
No downtime recorded on this day.
No data exists for this day.
had a major outage.
had a partial outage.

No incidents or maintenance related to this downtime.

Jun 10, 2025

Unresolved incident: Investigating issues with PAX A35 terminals.

Jun 9, 2025
Jun 8, 2025

No incidents reported.

Jun 7, 2025

No incidents reported.

Jun 6, 2025
Possible "Invalid Batch" error
Resolved - This incident has been resolved.
Jun 6, 07:40 PDT
Monitoring - Merchants utilizing older software versions of PAX S300 and Verifone VX 520 terminals could receive an invalid batch error if they have a refund within their batch.

Merchants should run refunds through a virtual terminal gateway via dashboard in order to prevent this error.

If you do receive this error, please contact our support team by calling tel:8667014700 or emailing support@gravitypayments.com to resolve the issue.
Jun 5, 05:45 PDT
Jun 5, 2025
Jun 4, 2025

No incidents reported.

Jun 3, 2025
Investigating an issue with some payment web forms
Resolved - Issue affecting some merchants ability to process payments through web forms that were missing some assets has been resolved as of approximately 8:00AM PT. If you are having any issues, please reach out to support@gravitypayments.com or call 866-701-4700.
Jun 3, 08:26 PDT
Investigating - We are investigating this issue and will provide more information soon.
Jun 3, 07:41 PDT
Jun 2, 2025
A small amount of merchants are unable to run transactions, or will not run surcharges on transactions
Resolved - We have pushed fixes to all affected customers. If you have any questions or further issues, please contact our support team at support@gravitypayments.com or call tel: 8667014700.
Jun 2, 11:05 PDT
Monitoring - All merchants unable to run transactions have had fix pushed to them. If you are having any issues running transactions or have questions about surcharging today, please contact us at tel:8667014700 or support@gravitypayments.com
Jun 2, 09:31 PDT
Update - We are continuing to push a fix through for the merchants affected.
Jun 2, 08:52 PDT
Update - We are continuing to push a fix through for the merchants affected.
Jun 2, 08:40 PDT
Identified - Clover devices will process transactions, but without surcharges.
PAX devices will not be able to process transactions.

We have identified the issue and are pushing a fix over the course of the next 15-30 minutes.

We will update resolution on this issue soon.
Jun 2, 08:19 PDT
PAX A35 Processing Incident
Resolved - -
Jun 2, 11:04 PDT
Monitoring - A self-service fix is available below. If you do not see your POS listed and do not know how to access the Setup page or if you are having issues connecting the port, please contact us at tel:8667014700 or support@gravitypayments.com
May 31, 10:20 PDT
Update - A manual fix has been identified by our teams. If you are comfortable making these changes, please follow the steps outlined below, otherwise please contact us at tel:8667014800 or support@gravitypayments.com.

PAX A35 Port Change
1. Use the Windows search bar to open Device Manager (Note: You may need administrator access to do this)
2. Expand the option for “Ports (COM & LPT)” by hitting the arrow next to it
3. Take note of the number at the end of (COM#) for the entry “USB Serial Device (COM#)”
4. Open the Setup page for EIServer within your POS. Please refer to specific instructions on how to access this below.
5. Go to the Devices tab.
6. Go to the section labeled Communications, you will see a dropdown labeled “Port”. Click on the dropdown and you will see COM ports labeled with different numbers
7. Click on the port that you took note of from step 3
8. Press the green “Start” button right next to the port selector to run a test with the terminal. It will either say “Successfully Connected” or “Failed to Connect”.
9. Press Save to exit. (We usually recommend restarting the POS software being used.)
Steps 7 and 8 may need to be repeated until the test is successful. If all connections fail right away, restart your computer

Infinity POS
Open EI Server
Got to Tools > Device > ChargeItPro Setup > Devices tab

Ideal POS
Open EI Server
Go to File > Settings > Merchant Services > Setup > Devices tab

If you do not see your POS listed and do not know how to access the Setup page or if you are having issues connecting the port, please contact us at tel:8667014700 or support@gravitypayments.com
May 31, 07:52 PDT
Investigating - An issue has been identified with PAX A35 terminals that is preventing processing. We are currently investigating the issue and will update once we know more.

If you are having difficulties processing transactions, please contact our support team at support@gravitypayments.com or call tel: 8667014700.
May 31, 07:21 PDT
Jun 1, 2025

No incidents reported.

May 31, 2025
May 30, 2025

No incidents reported.

May 29, 2025

No incidents reported.

May 28, 2025
USAePay - Service Disruption
Resolved - The incident is now resolved.

If you are still having difficulties processing transactions, please contact our support team at support@gravitypayments.com or call tel: 8667014700.
May 28, 12:30 PDT
Monitoring - A fix has been implemented, and we are seeing improvement. We continue to monitor.

If you are having difficulties processing transactions, please contact our support team at support@gravitypayments.com or call tel: 8667014700.
May 28, 12:20 PDT
Identified - The issue has been identified and a fix has been implemented.

If you are having difficulties processing transactions, please contact our support team at support@gravitypayments.com or call tel: 8667014700.
May 28, 12:14 PDT
Investigating - We are currently experiencing intermittent service disruptions with USAePay. As a result, you may have issues processing transactions at this time.

If you are having difficulties processing transactions, please contact our support team at support@gravitypayments.com or call tel: 8667014700.
May 28, 10:26 PDT
AccessOne - Service Disruption
Resolved - This incident is now resolved.

If you are still having difficulties resetting your AccessOne password or need help with closing any open batches, please contact our support team at support@gravitypayments.com or call us at tel: 8667014700.
May 28, 09:11 PDT
Investigating - We are currently experiencing service disruptions with Access One. As a result, you may have issues resetting your AccessOne password at this time. You may also encounter batches that failed to close at the scheduled time or batches missing in the Gravity Dashboard.

If you are having difficulties resetting your AccessOne password or need help with closing any open batches, please contact our support team at support@gravitypayments.com or call us at tel: 8667014700.
May 28, 08:08 PDT
May 27, 2025

No incidents reported.

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