Open the app

PocketBell Help Center

How can we help?

Quick guides for the things customers ask about most: sharing a ticket and adding collaborators, troubleshooting your connection, and uploading your proof of payment.

👥

Collaborators & sharing

Share a ticket link, or let someone on your account help follow it.

Read guide →
🛠️

Troubleshoot connection

Fix common issues and report a problem the right way.

Read guide →
🧾

Upload proof of payment

Send your receipt for a reconnection or billing concern.

Read guide →
👥 Collaborators & sharing

Share a ticket, or add a collaborator

PocketBell gives you two ways to let someone else see a ticket. Pick the one that fits: a quick public link for a one-time look, or a collaborator when someone on your account should keep helping with it.

🔗 Share link

Creates a private link anyone can open to view the ticket status, without logging in. Best for a quick update to a family member or officemate. The link is view-only and expires after 7 days.

👥 Collaborator

Gives another contact on your PT&T account access to the ticket inside their own PocketBell app. Best when someone should keep following or helping with it over time. You choose view or edit, and you can remove them anytime.

Share a ticket with a link

  1. Open the ticketGo to the Tickets tab and tap the ticket you want to share.
  2. Tap “Share Ticket”You will find it in the ticket sidebar or menu.
  3. Send the linkThe link is copied for you. Paste it into a message, email or chat. Whoever opens it sees the current ticket status.
💡
Good to know. A share link is read-only and expires after 7 days. It does not let the other person reply or make changes. Generate a new link anytime if the old one has expired.

Add a collaborator to a ticket

Only the person who created the ticket (the owner) can add or remove collaborators, and you can only add contacts who are on the same PT&T account.

  1. Open the ticket you ownOpen it from the Tickets tab.
  2. Open the Collaborators panelOn the ticket details page, find Collaborators.
  3. Pick a contact on your accountChoose the person from the list of contacts linked to your account.
  4. Choose their access levelSet View or Edit (see below), then confirm.

View Can follow

The collaborator can open the ticket and see its status, timeline and messages. They cannot reply or change anything.

Edit Can help

The collaborator can do everything a viewer can, plus take part, for example send messages on the ticket and create a share link.

Remove a collaborator

  1. Open the Collaborators panelOn the ticket you own.
  2. Remove their accessFind the person and tap remove. Their access ends right away.
🔒
Your privacy. Collaborators can only be people already on your PT&T account. You are always in control and can remove anyone at any time. If you do not see the Collaborators panel, the feature may not be turned on for your account yet.
🛠️ Troubleshooting

Fix your connection, or report an issue

If your internet is down or slow, start with the quick checks below. If that does not fix it, PocketBell will help you report the problem and will not create a duplicate if one is already open.

Start here: quick self-checks

🔌 Hardware and connections

Check that all cables are firmly plugged in, then restart your router or modem: power it off, wait about 30 seconds, and power it back on.

📶 Firmware and device status

Check your modem's LED lights. If a status light is red or off, try a restart, and reset the device only if it still will not come online.

Report an issue from the app

  1. Tap the Help buttonOn the home screen, tap the large Help button. The app checks your connection status first.
  2. Choose “Connection Issue”On the What is your concern? screen, choose Connection Issue. (Billing and Other Concern are here too.)
  3. Try the Troubleshooting GuideThe app shows the two self-checks above. If your connection comes back, you are done.
  4. Create a ticket if neededTap Create a ticket, choose the specific concern (for example “No internet connection”), add a short description, and tap Submit.
  5. Track itYour ticket opens with a status timeline so you can follow progress.
✅
No duplicates. If your area already has a known outage, the app shows Issue Detected with the ticket number already made for you. If you already have a ticket open, it shows Open Ticket Found. In both cases you can tap View Existing Ticket instead of making a new one.
💬
Keep the conversation in the ticket. Open your ticket and use the Messages tab to add details or ask for an update. You can also attach a photo, for example a picture of your modem lights.
🧾 Proof of payment

Upload your proof of payment

Already paid and need a reconnection, or want us to confirm a payment? Raise a billing concern in PocketBell, then attach your receipt to that ticket. Here is the full flow.

Step 1: Raise a billing concern

  1. Tap the Help button, then “Billing Issue”On the home screen tap Help, then on What is your concern? choose Billing Issue. (You can also use the Other Concerns page from the menu.)
  2. Choose the right concernFor example Request for reconnection, overdue amount already paid, or a request to resend your SOA and Invoice.
  3. Add a short description and submitMention the payment date, amount and how you paid (for example GCash or bank), then tap Submit. Your ticket is created.

Step 2: Attach your receipt to the ticket

  1. Open the ticketOpen the billing ticket you just created from the Tickets tab.
  2. Go to the Messages tabTap Messages to open the conversation on the ticket.
  3. Tap the attach iconTap the file/paperclip icon and choose your proof of payment. You can attach an image, PDF, DOC or DOCX.
  4. Send itCheck the preview, then tap Send. Your receipt now appears in the ticket for our team to review.
💡
Make it easy to verify. Attach a clear photo or screenshot showing the amount, date and reference number. A GCash confirmation, bank receipt or deposit slip all work.
📎
Supported files. Images (JPG, PNG), PDF, DOC and DOCX are accepted. If a file will not upload, it may be too large. Try a photo or a smaller PDF.
❓ FAQ

Frequently asked questions

Who can see a ticket I share with a link?
Anyone who has the link can view the ticket status, without logging in. The link is read-only and expires after 7 days, so only share it with people you trust.
What is the difference between a share link and a collaborator?
A share link is a quick, read-only view for anyone. A collaborator is a person on your PT&T account whom you give ongoing View or Edit access inside their own PocketBell app. Only the ticket owner can add or remove collaborators.
Will reporting an issue create a duplicate ticket?
No. If your area has a known outage, or you already have an open ticket, PocketBell shows the existing ticket and lets you view it instead of making a new one.
How do I upload my proof of payment?
Raise a Billing Issue (for example a reconnection with the amount already paid), open the ticket, go to the Messages tab, tap the attach icon and send your receipt as an image, PDF, DOC or DOCX.
What details should my proof of payment show?
Make sure the amount, payment date and reference number are visible. A GCash confirmation, bank receipt or deposit slip all work.
Can I edit my profile or billing details in the app?
Profile and billing information are shown for your reference and are read-only in the app. To update them, raise a Billing Issue asking to update your billing address and contact details.

No help topics match your search. Try a different word.

Still need help?

Open the app and tap the Help button to reach our support team directly.

📞 Hotline: [add number] ✉️ Email: [add support email]