Frequently Asked Questions

Planet Portal is a platform to manage payments, reports, terminals, and users in one place.

It brings together features from previous Planet portals into a single interface.

No. Planet Portal is currently available to selected accounts.

Access is being rolled out gradually. Contact your account representative to know when it's going to be available for you.

Access depends on your account setup and permissions.

Some features may not be enabled yet or may require a specific user role.

Access to Planet Portal is granted by invitation.

Invited users receive an email with instructions to set a password and sign in.

First, check your credentials and try resetting your password using the "Forgot password" option.

If the issue continues, contact Planet Support so your account can be checked.

Feedback can be shared through your account representative.

They will ensure your request reaches the relevant team.

Go to Users and select "Create user".

Enter the required details and assign a role to define access.

Open the user from the list and select "Deactivate user".

The user will lose access, but the account remains available for reactivation if needed.

User roles define what each user can see and do in the portal.

Administrators have full access, Supervisors can perform operational actions, and Viewers have read-only access.

In most cases, roles can be updated from the user details page.

If the option is not available, contact Planet Support for help.

Go to Reports and select "Create".

Set the report name, frequency, and data settings, then submit the request.

Reports are generated in the background after they are created.

You will receive an email when the file is ready to download.

All generated files are available in the Generated reports page.

Use this page to find and download your reports at any time.

Generated reports are files that are ready to download.

Scheduled reports are configurations that run automatically based on the frequency you defined.

Yes. Open the report and deactivate it from the details page. This stops future reports but keeps existing files available.
This is a beta feature that might not be availble for all merchants yet.

A terminal is a device used to process in-store payments.

Each terminal is linked to your account and can be managed in the Portal.

Unbound means the terminal is no longer linked to a device.

It cannot process transactions until it is bound again.

Yes. Transactions remain available even after a terminal is unbound.

You can access them from the Portal at any time.

Virtual Terminal allows you to create payments without a physical device.

It can be used to charge cards, process refunds, and create tokens.

Pay by Link lets you create payment links to share with customers.

Customers can use the link to complete a payment without a physical terminal.

Unbound means the terminal is no longer linked to a device.

It cannot process transactions until it is set up again.

Yes. Past transactions remain available in the portal.

If you experience an issue, contact Planet Support.

Provide details such as the affected feature and any relevant transaction or report ID to help resolve the issue faster.

This may be due to filters, permissions, or data availability.

Check your filters and selected unit group. If the issue continues, contact Planet Support.

Differences may occur due to timing, processing stages, or configuration.

Check the transaction status and report settings. If needed, contact Planet Support for clarification.