FAQ
Welcome to the FiberLight Customer Portal FAQ! This guide covers common questions about logging in, managing users, submitting and tracking trouble tickets, and troubleshooting portal issues. If you need additional help, please Contact Us (via email, phone, or submit a request).
đ Login & Access Issues
Q: Iâm getting an âInvalid Loginâ message.
· Click the "Forgot your password?" link on the login page and submit your email address to receive reset instructions.
· Didnât get the email? Check your spam/junk folder.
· Still no luck? Contact Us to confirm your account is active and properly set up.
Q: I can log in, but all I see is the home page and my profile â no menu or options.
· This usually means your user account has limited permissions.
· Please reach out to your organizationâs Customer Portal Admin or Contact FiberLight to confirm your access rights and roles..
Q: I need to access or manage tickets, but my company doesn't have a Portal Admin. How do I become one?
· Submit a request via the Contact Us form and request Portal Admin access. Weâll verify with your organization and update your permissions accordingly.
đ§ Navigating the Portal
Q: I submitted a request, but I donât see it in the list of Ticket History
· Make sure you clicked Submit at the bottom of the Trouble Ticket form.
· After a successful submission, youâll see a confirmation banner and receive an email notification.
· If you didnât receive the confirmation email, double-check your spam folder or contact us to verify submission.
Q: I received a comment notification email, but the comment isnât showing up in the Portal.
· You're fast! Comments added by FiberLight can take up to 5 minutes to display on the Portal due to syncing delays. Refresh and check back shortly.
Q: I canât find a previous Ticket.
· Use the search bar or adjust the date filters to broaden your results.
· If it was submitted under a different user in your company, reach out to your Portal Admin.
· Still canât find it? Contact Us and weâll help locate it.
Q: Can I edit a Ticket after itâs submitted?
· You canât change the original request form, but you can add comments or attachments.
· For major updates or corrections, submit a new Trouble Ticket and reference the previous one.
Q: Can I export or download asset data or tickets?
· Portal users can view all ticket history and asset details associated with their organization, but exporting capabilities may be limited based on your role.
· If you require a report or data extract, use the âDownload Listâ button within Ticket History.
đ„ User Management
Q: How do I grant or remove Portal Access for users in my organization?
· If you're a Portal Admin, submit a request through Contact Us with the full name and email of the user youâd like to add or remove.
· If you're not a Portal Admin, contact your internal Admin or request Admin access from FiberLight.
Q: I need to remove a user from our Portal because theyâve left the company.
· If you're a Portal Admin, please Contact Us to request User Deactivation. Weâll take care of it securely.