Sign In

FAQ

Mobile Application

Will I be charged for using the mobile app?

There is no charge from the City of Philadelphia to download the mobile app or use any of its functions.

Why should I use this app?

Convenience! You can submit a service request at a time that is most convenient for you through the app 24 hours a day 7 days a week.

Why is it important to give my contact information?

At times follow up is needed and the servicing department may find it necessary to contact the individual that submitted the request to clarify or gain additional information. Without this information the department may not be able to properly follow through and will have to close out the request.

Where does my request go once I send it?

Your request will be sent to the correct department or departments to be followed up on by department staff.

If my phone freezes up, what happens to my request?

If your phone freezes while in the process of submitting a request you should contact your service provider. If you have not completed the submission process 311 will not receive your request.

How will I know the appropriate Department received my request?

When a request is submitted you will receive a reference number that will allow you to track the status of your ticket including the department that is addressing your concern.

What can I report via the mobile app?

Select New Requests button in app for current list of mobile selections.

Are photos required?

No, requests may be submitted without a photo.

How do I add/update my contact information?

Each time you submit a service request, you will be asked for your name and contact number. Answering this question is optional. If you prefer, you can store your contact information and have it automatically sent with each service request. To do this, go to the My Settings menu in the app.

How can I specify or edit the problem location?

Your phone’s GPS will automatically attempt to find your location and use that as the problem location (unless your GPS is disabled). To change the location, tap the address at the bottom-right of the ‘New Request’ page. From there, you can drag the map to place the marker on the desired location. Alternatively, you can type in the address above the map and hit ‘Done’ or ‘Search’ on the bottom-right of the keyboard.

How can I save my service request to finish it later?

To save a draft, press the back button at the top-left of the screen and select ‘Save Draft.’ To go back to it later, go to ‘My Stuff’ (on Android this is the button at the top-right of the main menu) and select ‘Drafts.’

Which questions are required?

For most types of service requests, the only required fields are the request type and the location. Some request types ask you specific questions to help the department categorize your request - some of these questions are required. By providing more information, including in the optional fields, the department will be better equipped to resolve your request promptly and accurately.

I closed the app before I submitted my request - how do I get back to it?

In most cases, you can simply open the app again to return to your request. If the app crashed, your phone restarted, or the app has been closed for too long, the request will likely be erased. You can save a draft by hitting the back button at the top-left corner of the ‘New Request’ page.

How do I navigate the app and enter data?

This app works the same way other mobile apps do. Use the navigation controls at the top corners of the screen and your keyboard to enter data.

Who do I contact about technical questions about the app?

Locate and press the ‘Tech Support’ button on the main menu of the app, or send an email directly.

I found a bug! What should I do?

As with any software release, you may come across bugs. We would appreciate if you reported them by using the ‘Tech Support’ button on the main menu of the app, or emailing us.