Frequently Asked Questions (FAQs)
Below you will find answers to the most frequently asked questions about using the Ohio Business Gateway. Additional information and materials about how to use the Gateway can be found in the Gateway's Help Center once you log in.
View FAQs for:
- Stored Payment Method (NEW)
- Logging In
- Account Management
- Getting Help on the Gateway
- Service Providers
Stored Payment Method (NEW)
The Ohio Business Gateway is excited to announce our latest feature. Based on your feedback last summer, this was the most requested feature to be implemented in future upgrades to the Gateway. Starting June 30th, 2019 you can save, edit or delete your ACH or Credit Card information once with your account and it is readily available every time you checkout
Follow the instructions below to save your payment information for future transactions.
File Your Transaction as Normal
- Select a Transaction & Complete Filing It
- From the payment selection screen, Select either ACH Debit or Credit Card as your form of payment
- Click on “Accept Payment Selection” button
- Your Transaction is now ready for checkout. Proceed to the “Ready for Checkout” tab to continue the checkout process
Proceed To Cart
- Choose one or more transactions to Check out
- Select the “Proceed to Cart” button at the bottom of the page
Select Your Payment Account
- Click either “Select ACH Account” or "Select Credit Card" depending on what option you chose previously on your payment selection screen.
Add New Account
- A popup will prompt you to Enter Your Payment Information
- NOTE: If you need to update your payment type information; you will need to delete the payment method and add the correct one
Remember For Future Use
- This will save your information for future use
- Click “Add” button to add the account.
- You will be prompted to select an account for payment once added
- Finish the checkout process
- NOTE: You can also delete a payment account.
If you have used the Gateway in the past, the first time you log in, use the username and password that you have always used to access the Gateway. You will then create an OH|ID account as part of the modernized Gateway one-time registration process.
View the video below for step-by-step instructions on how existing Gateway users log in to the modernized Gateway for the first time.
Remember, you will only complete the OH|ID account creation process the first time you log in to the modernized Gateway. You will use the username and password you create for OH|ID to log in to the Gateway moving forward.
If you have never used the Gateway in the past and do not have an existing Gateway account, follow the instructions described in the video below to get started using the Ohio Business Gateway.
The process for adding Service Areas and transactions has changed in the modernized Gateway. Now, Filing Administrators must visit the Account Access Management page (by clicking on the "lock" icon in the Gateway) and move the appropriate Service Areas from the Available Service Areas column to the Authorized Service Areas column in the Service Areas tab. Then, Filing Administrators navigate to the Transaction Types tab and perform the same action for the appropriate transactions. The final step is navigating to the User Authorization tab to set the correct permissions for users to access the newly added transactions.
Watch the video tutorial below for step-by-step instructions on how to complete this process.
Additional information can also be found within the Gateway by typing keywords into the "Search" bar.
With the Gateway's integration with the State of Ohio's new identity management system, OH|ID, each Gateway user is now required to create an OH|ID that represents them as an individual. After logging in to the Gateway with their individual OH|ID username and password, a user requests access to a business account by clicking the "Request Business Access" hyperlink on the left-hand side of the Business Dashboard. The business account's Filing Administrator is then responsible for approving that user's access request, as well as determining the filing role they should have on the business account and their transaction permissions.
The video tutorial below provides additional details on how users complete this process. Additional information can also be found within the Gateway by typing keywords into the Gateway's "Search" bar.
Detailed transaction receipts and a business account's transaction history can be viewed by navigating to the History tab on the Business Dashboard. However, to view a business account's converted history from the previous Gateway, click on the "Click to see more history" button near the bottom of the History tab. The previous transaction history for the business account will then appear.
For traceability purposes, Gateway users are never "deleted" from the Gateway database. Users who are deactivated or whose access is removed will still display on the Account Access Management page for the business account. However, their status will display as "Inactive" or "Terminated" and they will not be able to access any information related to the business account.
No. In the event two users are logged in and accessing the same business account at the same time, the system will prevent a duplicate filing or payment from being processed.
If two users attempt to work on the same transaction simultaneously, the user who is behind the other (even if only by a second) will receive an error stating that the transaction has been edited by another user.
If two users attempt to select the same transaction for payment at the same time, the user who is the second to do so will receive an error stating that the transaction is already being checked out by another user.
Getting Help on the Gateway
If the information on this page does not address your issue, you can create a help case by clicking the "Help" link on gateway.ohio.gov.
Once you are logged in to the Gateway, type keywords in to the "Search" bar in the upper right-hand corner of the Gateway to locate hundreds of step-by-step instructions, guides and information about how to complete administrative tasks and specific filings in the Gateway.
Another way to locate additional resources in the Gateway is to click the "?" icon in the top, right corner of the Gateway to open the Gateway's Help Center. The Help Center will display articles, tutorials and other materials related to the page you are viewing. You can also open the Help Center to begin a screen sharing session if you are on the phone with a Gateway Help Desk agent.
Additionally, if you are unable to locate resources to resolve your issue, you can open the Help Center to create a help case. After creating a help case, you will receive email communications from the Gateway Help Desk, and you can also track the status of the help case by clicking on the Cases tab on your Business Dashboard. Please note that not all help cases will receive a phone call response unless specifically requested or required to resolve your issue. When the Gateway Help Desk feels that your issue has been addressed, the status of the help case will be marked as "Resolved." If you require additional assistance, simply re-open the help case and the Gateway Help Desk will be notified.
If you prefer to call the Gateway Help Desk for assistance, they can be reached at 1 (866) OHIO-GOV (644-6468).
When the Gateway Help Desk feels that your issue has been addressed, the status of the help case will be marked as "Resolved." If you require additional assistance with the same issue, simply re-open the help case rather than creating a new help case to assist the Help Desk in resolving your issue in a timelier manner.
- From the Business Dashboard, click on the "Administration" icon in the upper right-hand corner (this icon looks like a person).
- Click on the Cases tab.
- Click on the case number hyperlink for the help case that you would like to reopen.
- Click on the "Reopen case" button, located above the comment box.
- In the popup that appears, describe the additional assistance required. If you would like to receive a call from the Gateway Help Desk, be sure to note that as well.
- Click the "Confirm" button.
- The help case will display a status of "Re-Opened" and the Gateway Help Desk will be notified.
Suggestions and feedback can be submitted to the Ohio Business Gateway by completing the Contact us by email form on the Help page of gateway.ohio.gov.
With the Gateway's integration with the State of Ohio's new identity management system, OH|ID, each Gateway user is now required to create an OH|ID that represents them as an individual. This is a change from the previous system — OH|IDs are associated with an individual user, not a company or business account. In other words, OH|IDs are "user-based" not "business-based."
This change aligns with the latest in security best practices and allows for verification of and tracking that the individual who is filing a transaction has the appropriate permissions to file on behalf of the business account. Never share your OH|ID username or password as the credentials represent you as an individual practitioner; they do not represent your employer's or client's business account. Logging in with an OH|ID created by a client means that the Gateway will record that your client, not you, filed the transaction and poses a security risk both for your client and yourself.
The appropriate representative(s) from your client's business should first create an OH|ID that represents them as an individual.
If your client logged in to the Gateway before July 2nd with their own username and password but has not logged in since the modernized Gateway has gone live, share the video tutorial below, which provides step-by-step instructions for how to create an OH|ID and link it to their existing Gateway account.
If your client has never logged in to the Gateway before, they should follow the step-by-step instructions in the video tutorial below to create an individual OH|ID and request access to their business' Gateway account.
If, after logging in with their individual OH|ID, your client does not see their business listed in the dropdown menu located at the top left-hand corner of the Business Dashboard, they must request access by clicking the "Request Business Access" hyperlink. A Filing Administrator on the business account is then responsible for approving their access request, as well as determining the filing role they should have on the business account and their transaction permissions. The video tutorial below provides additional details on how users complete this process. Additional information can also be found within the Gateway by typing keywords into the Gateway's "Search" bar.
Complete all steps in the transaction filing flow, after which you will be taken back to your Business Dashboard. A green notification will appear at the top of the Business Dashboard indicating the transaction is ready to check out. You will also see a red notification icon above the Ready for Checkout tab. At this point, you should notify your client that the transaction has been filed and is ready for payment.
When your client logs in to the Gateway using their individual OH|ID, they will see the transaction in the Ready for Checkout tab on their Business Dashboard. Your client can proceed with completing payment by clicking on the plus sign next to the transaction name and then clicking on the "Proceed to Cart" button.
The video tutorial below provides additional details on how to complete the transaction checkout and payment process. Additional information can also be found within the Gateway by typing keywords into the Gateway's "Search" bar.
If your client does not see the transaction in their Ready for Checkout tab, they likely do not have access to that transaction type. The video tutorial below provides step-by-step instructions for how they can request Service Area and transaction access.
To locate a specific business account from the Business Account drop-down menu, click on the menu and then type the name of the business account you wish to access. Once the business account name populates, click the name of that business and then click the "Go" button.
Direct Filing Administrators (users who have a Filing Administrator role on their employer's business account) can remove an employee's access to all business accounts to which they have access by utilizing the Gateway's "terminate" functionality. Once logged into the Gateway, confirm the business listed in the Business Account dropdown is the business which employs the individual being terminated. Click on the "Lock" icon in the upper right-hand corner. Then, click on the Account Access Requests tab and scroll down to the Account Access table. Locate the name of the individual being terminated and, under the Actions column, click the "Terminate" icon . The individual will still appear in the Account Access table but will now have a status of "Inactive." The individual's access to all business accounts with which they are associated — both their employer's and any client accounts to which they had access — is now removed.
Please note, if the individual has access to any personal business or additional employers' accounts, taking these steps will remove their access to those business accounts as well. The individual would need to log into the Gateway to re-request access to those business accounts.
If the "Terminate" icon does not appear next to the individual's name, that means they are set-up as an employee of another business account in the Gateway. Currently, users cannot be designated as employees of more than one business account. In this case, click the "Deactivate" icon next to their name. The individual will still appear in the Account Access table but will now have a status of "Inactive." The individual's access to the business account listed in the Business Account dropdown is now removed. To remove the individual's access to additional business accounts for which you are a Filing Administrator, select the applicable business name from the Business Account dropdown, click the "Go" button and repeat the steps to deactivate their access.
The Gateway recommends using a supported browser and downloading the latest version of the browser for the best user experience. The Gateway supports the following browsers (please note, Internet Explorer is not a Gateway-supported browser):
Desktop Supported Browsers
Please note, Internet Explorer (IE) is not a Gateway-supported desktop browser.
- Apple Mac OS
- Microsoft Edge (Windows 10 only)
Mobile Supported Browsers
- Android Phone/Tablet
- iOS Phone/Tablet
- Windows 8 Phone
- Internet Explorer
- Windows 10 Phone
- Microsoft Edge
No, you should not use your browser's "Forward" or "Back" buttons. Doing so may result in system errors. Instead, utilize the "Next" and "Back" buttons located at the bottom of transaction pages in the Gateway.