Quick guides for the things customers ask about most: sharing a ticket and adding
collaborators, troubleshooting your connection, and uploading your proof of payment.
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 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
Open the ticketGo to the Tickets tab and tap the ticket you want to share.
Tap “Share Ticket”You will find it in the ticket sidebar or menu.
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 account.
Open the ticket you ownOpen it from the Tickets tab.
Open the Collaborators panelOn the ticket details page, find Collaborators.
Pick a contact on your accountChoose the person from the list of contacts linked to your account.
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
Open the Collaborators panelOn the ticket you own.
Remove their accessFind the person and tap remove. Their access ends right away.
🔒
Your privacy. Collaborators can only be people
already on your 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
Tap the Help buttonOn the home screen, tap the large Help button. The app checks your connection status first.
Choose “Connection Issue”On the What is your concern? screen, choose Connection Issue. (Billing and Other Concern are here too.)
Try the Troubleshooting GuideThe app shows the two self-checks above. If your connection comes back, you are done.
Create a ticket if neededTap Create a ticket, choose the specific concern (for example “No internet connection”), add a short description, and tap Submit.
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 and attach your receipt as you submit it. Here is how.
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.)
Choose the right concernFor example Request for reconnection, overdue amount already paid, or a request to resend your SOA and Invoice.
Attach your proof of paymentTap the attach control on the form and choose your receipt. You can attach an image, PDF, DOC or DOCX.
Add a short note and submitMention the payment date, amount and how you paid (for example GCash or bank), then tap Submit. Your ticket is created with your receipt attached.
💡
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.
📎
If you don't see an attach option on the form,
submit the concern first, then open the ticket, go to the Messages tab, and attach your receipt
there. Supported files: images (JPG, PNG), PDF, DOC and DOCX. If a file will not upload, it may be too
large, so 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
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) and attach
your receipt as you submit it, as an image, PDF, DOC or DOCX. If your app version does not show an
attach option on the form, open the ticket afterward and attach it in the Messages tab.
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.
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