Pocket Support? Please help

General
1

I sent this message to hey@heypocket.com via email on Sunday. I have gotten no response.

Hello Pocket Support Team,

I wanted to provide detailed feedback and request your assistance regarding persistent issues with my Pocket device.

For quite some time, I have been unable to successfully complete file transfers using the Pocket app. Transfers over both Wi-Fi and Bluetooth consistently hang or freeze partway through, and eventually the app times out and gives up. I’ve attached screenshots showing this behavior.

I have already tried the recommended workaround of connecting via a Wi-Fi hotspot and leaving the DNS field blank for the SSID, but this did not improve the situation.

As an alternative, I connected the Pocket device directly to my MacBook Pro and used your web tool at https://app.heypocket.com/ to download files via USB. That process also froze about halfway through.

The only method that has worked at all has been manually copying files through Finder. While extremely slow, this approach does appear to work, and so far I’ve copied roughly 20 GB of data (I still need to confirm the final total).

Additionally, I ran a read/write speed test on the internal SSD storage. The device was never able to complete a read test—only a write test. Given the consistent transfer failures across multiple methods, the inability to complete read tests, and the extremely slow performance when copying files, this strongly suggests a faulty SSD within the device.

I also performed a full reset from within the Pocket app, which presumably erased the data on the device. Unfortunately, this had no noticeable effect on the transfer behavior or performance.

I’ll be honest—I’m disappointed with this experience so far. That said, I am willing to give Pocket another try. Based on everything I’ve experienced, I believe the most appropriate resolution would be to replace this device with a new unit.

Please let me know how you’d like to proceed, or if there are any additional diagnostics you’d like me to run. I’m happy to provide logs or further details if needed.

My order number was ORDER #5642.Delivered on 10/23/2025.

I couldn’t identify a serial# anywhere in the App for this specific device.

Best regards,

Terry McAdams

Thank you,

Terry

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Terry McAdams

MacTech Solutions

Apple Authorized Reseller

Apple Authorized Service Providers

Cisco Meraki Partner
Wichita Falls, TX

(940) 767-6227

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2

attaching @bharat here to help you out

3

we are really sorry for the delay given the holiday season our support has not been up to the mark please allow us some time to get back you given that it’s Christmas

4

I just received my unit last week, and have yet to successfully transfer any data from my Pocket to either my device (phone) or to cloud storage. Each time I try, the app locks up with a rotating progress spinner then ultimately times out. I also cannot “select all” in a summary and “copy”, because the app removes the copy, cut, and paste options (Apple iOS) when I “select all.” If I select a small snippet of the text, everything works as it is supposed to though.

So far, my experience with this device is poor at best. I am pretty tech savvy, but this is not going well.

5

hey just trying to understand whats happening here attaching @bharat here for the same

7

Hey @Jgilfor, Pocket is not designed very well for iPads. Can you try switching to iPhone and let us know if you are facing these issues.

8

I was originally using my iPhone (16 pro running iOS 26.3). That would be the platform I use most of the time at work. I tried on my iPad just to see if the OS/Platform would make a difference.

If I go into a generated summary, I cannot successfully export (bulk export or export of any individual section). I select the export icon, then am asked to select the location (as is normal). Once I tell the app where to send the export, it shows “Exporting 1 of 1” forever. Never actually exports anything.

9

@Jgilfor looks like we confused sync with export! I have dm’d you will continue the conversation there

meanwhile if you can just go onto the app store and see if you have the latest version of the app would appreciate it!