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Fax2Mail

Frequently Asked Questions

Contents

Getting Started

Requirements for Fax2Mail
The only requirement is an email address. We will provide you with a fax number.

Do I still need a fax line?
No, all you need is an email address.

Does Fax2Mail only work with other Fax2Mail users?
No, Fax2Mail can send faxes to any fax machine and can receive faxes from any fax machine.

What if I need to fax a piece of paper?
Most documents originate from an electronic format now however you can still scan a hard copy document and then fax it.

How do I set it up?
All you need to do is choose your fax number, signup and we will do the rest. Once your new fax number is activated we will email you confirmation of your new number.

When can I start faxing?
Your account will be active and ready for use within 1 working day.

Will I have to pay extra for technical support?
No technical support is free. You can contact our customer service team on 0870 114 1140 or email support@fax2mail.eu.com. The customer service team is available from 9.00 am to 5.30pm (Monday - Friday).

Is the service secure?
Yes, access control is managed by User Id and Password.

Can I use my own cover sheet on faxes, with my company logo?
Yes, you can call the customer service team who can arrange this for you on 0870 114 1140.

Is there a minimum contract term?
Yes, accounts are based on a 12 month minimum contract and continue on a monthly rolling contract thereafter.

Sending Faxes

How do I send a fax?

To send a fax all you need to do is:

STEP 1 Create a new email.
STEP 2 Attach the documents you wish to send as faxes.
STEP 3 In the "TO:" field on the email enter the recipient's fax number followed by @fax2mail.com e.g. 08441142000@fax2mail.com
STEP 4 Send the email.

How can I find out if my fax has been sent?
Simply log in to your account online at www.fax2mail.co.uk using your email a ddress and password and click the 'sent faxes' option. Faxes are archived for 30 days.

Can I send documents to multiple recipients?
Yes, just like email you can send to multiple recipients simultaneously.

Can I send faxes to international destinations?
All Fax2Mail accounts can send internationally except 0871's which work inside the UK only.

Receiving Faxes

Is there a limit to how many faxes can be received?
An unlimited number of faxes can be received at no cost.

What format will I receive the fax attachment in?
The fax attachment will be in either PDF, Encrypted PDF or TIFF format (can be viewed by standard windows viewer).

Can I receive faxes on my XDA/PDA/Blackberry
Yes, you can send and receive faxes on any device capable of email.

If two people send me a fax at the same time, will one of them get a busy signal?
No, you can receive multiple faxes simultaneously on a single Fax2Mail number.

Can I receive faxes from international destinations?
All Fax2Mail numbers can receive internationally except 0871 numbers which are for UK use only.

My Account Online

How do I access my account online?
All you need to do is go to www.fax2mail.co.uk and login using your email address and password which will be sent to you in your welcome email.

What do I do if I can't login?
Phone the customer support team on 0870 114 1140 or email support@fax2mail.eu.com.

What can I use the online account management for?
The online account management allows you to view your sent and received faxes for the last 30 days. You can also manage your personal preferences such as received file format, password and your assigned email address.

How do I view my received faxes?
Once logged in you will see 3 options on the top left of the screen. Received faxes, sent faxes and download center. Click on received faxes, a screen below will load and display all your received faxes for that day.

How do I view my Sent faxes?
Once logged in you will see 3 options on the top left of the screen. Received faxes, sent fax and download center. Click on sent faxes. A screen below will load and display all your sent faxes for that day.

How do I change my registered email address?
Once you have logged in select the Preferences link on the far right when the page refreshes you will see your current email address on the right hand side. Delete the current email address and key in the new one then click save changes on the bottom right hand side of the screen.

How do I change my password?
Once logged in select the Preferences link on the far right when the page refreshes you will see the change password link on the top right hand side. Click on the link and enter your new password, confirm your new password and press OK you new password will be active immediately.

Can I change the format my faxes are received in?
Yes once logged in select the Preferences link on the far right when the page refreshes you will see half way down 3 file formats TIFF, PDF and Encrypted PDF. All accounts unless otherwise specified will be set to PDF as default to change this simply click on another format then click the save changes link on the bottom right of the page. All new faxes will be in the new format.

What is Encrypted PDF?
Encrypted PDF is the most secure way to receive your faxes. The file format is still PDF so no need to download any special software but before the attachment is opened it will prompt for a password. When you change the file format to encrypted PDF you will be asked to set the password so only you will know this password.

Number Ranges

What is a 0871 number?
0871 numbers will only work in the UK no calls or faxes can be received from outside the UK and no faxes can be sent outside the UK. 0871 phone/fax numbers cost 10p per minute to call at all times.

What is a 0844 number?
0844 numbers work internationally so calls and faxes can be received from anywhere in the world and faxes can be sent to anywhere in the world. 0844 numbers are National rate numbers which means they are NOT premium rate and will only cost someone dialing it the same as a normal BT national rate call/fax.

What is a 0845 number?
0845 numbers work internationally so calls and faxes can be received from anywhere in the world and faxes can be sent to anywhere in the world. 0845 numbers are Local Rate numbers which means callers within the UK will only pay the same as a normal BT local rate call/fax.

What is a 0800 number?
0800 numbers work internationally so calls and faxes can be received from anywhere in the world and faxes can be sent to anywhere in the world. 0800 numbers are Free Phone numbers which means callers within the UK will NOT be charged for dialing.

Can I keep my existing fax number?
Yes if you already own a non geographic number such as 0871, 0844, 0845, 0800 you can definitely keep your existing number. If you own a standard geographic landline number we may be able to port the number across subject to who your current provider is and whether we have a porting agreement with them. For more information please call the Fax2Mail Sales Team on 0870 114 1000.

Does Fax2Mail offer any other number ranges?
Yes. Fax2Mail can offer almost any number range you require all you need to do is call 0870 114 1000 to ask a member of the Fax2Mail Sales Team.

Does Fax2Mail offer international numbers?
Yes. Fax2Mail can now provide Fax2Mail numbers for most countries on request although this may be subject to a minimum order value. For availability and pricing please contact the Fax2Mail Sales Team on 0870 114 1000.

Can I get consecutive numbers?
Yes at the time of order you can request as many consecutive numbers as are required at no extra cost. If you wish to reserve consecutive numbers for your next order please let us know and we will reserve numbers for your next order for up to 3 months at no extra cost.

Does Fax2Mail offer memorable numbers?
Yes Fax2Mail offer memorable numbers for all our non geographic number ranges on request. For availability and pricing please contact the Fax2Mail Sales Team on 0870 114 1000.

Technical Support

Do I pay for technical support?
No. All technical support is free with Fax2Mail just call the Fax2Mail Support Team on 0870 114 1140 or email support@fax2mail.eu.com.

How long will it take to fix my problem?
It depends on what the problem is however we fix 95% of all technical support issues within the same working day. If there is any reason why we can not fix your problem the same day we will contact you to advise you.

What if I forget my password or login details?
If you have forgotten your password and/or login details call the Fax2Mail Support Team on 0870 114 1140, once we have verified your identity we will reset your login details.

Why can't I login?
Always use the exact email address that is assigned to your fax number not an alias. You should always use your email address not your fax number to login. If you have forgotten your password call the Fax2Mail Support Team on 0870 114 1140.

I'm expecting a fax that hasn't arrived what shall I do?
It may take a few minutes for the fax to arrive in your inbox however if after 5 minutes you have not received the fax login to your online account at www.fax2mail.co.uk using your email address and password the click the view received faxes link. If the fax you are expecting is listed as sent check your junk email folder and make sure the email address you are using is correct. If there are no faxes listed as received check the sender has the correct fax number for you. Alternatively call the Fax2Mail Support Team on 0870 114 1140.

Why is my fax still pending?
When sending a fax it will show as pending as soon as it is received by Fax2Mail it will continue to show as pending until it is either sent successfully or fails. If the fax is pending for more than a few minutes it may be because the fax machine you are sending to is busy. If the fax is pending for more than 15 minutes please contact the Fax2Mail Support Team on 0870 114 1140 to report the problem.

Why have I received an unauthorized user email?
For security purposes your Fax2Mail account will only work with one email address at a time. The most common reason for unauthorized user emails is because an alias is being used for example;

Registered email: joe.bloggs@fax2mail.eu.com
Alias: joe@fax2mail.eu.com

Costs

Is there a set-up fee?
Yes, a standard fee of £10.00 is charged unless otherwise specified as part of a promotion.

How much does the Fax2Mail service cost?
Fax2Mail accounts range in price between £3.00 and £10.00 per month.

How much is an 0871 fax to email number?
0871 fax to email subscriptions are either £3 per month or £30 per year.

How much is an 0844 fax to email number?
0844 fax to email subscriptions are either £5.50 per month or £60 per year.

How much is an 0845 fax to email number?
0845 fax to email subscriptions are either £5.50 per month or £60 per year.

How much is an 0800 fax to email number?
0800 fax to email subscriptions are either £10.00 per month or £100 per year.

How much is an 0871 phone number number?
0871 fax to email subscriptions are either £3 per month or £30 per year for non fax customers. Fax customers pay just £1.50 per month or £15 per year.

How much is an 0844 phone number?
0844 fax to email subscriptions are either £5.50per month or £60 per year for non fax customers. Fax customers pay just £2.25 per month or £30 per year.

How much is an 0845 phone number?
0845 fax to email subscriptions are either £5.50 per month or £60 per year for non fax customers. Fax customers pay just £2.25 per month or £30 per year.

How much is an 0800 phone number?
0800 fax to email subscriptions are either £10 per month or £100 per year for non fax customers. Fax customers pay just £5 per month or £50 per year.

How much will it cost me to have my own personalized cover page?
There is just a one of fee of £50. If you have a template already just email it as a word document to support@fax2mail.eu.com and we will do the rest if not why not ask the support team to help you design one?

Are the prices inclusive of VAT?
No, all prices are quoted exclusive of VAT.

How do I pay for my account?
You can pay anytime, either on-line or by contacting our sales team on 0870 114 1000.

How much does it cost to send a fax?
The first 30 pages every month are free, every page thereafter is charged at 10p including most international destinations.

Do I get discounts for buying in bulk?
Yes, for details please call sales 0870 114 1000.

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