Frequently Asked Questions
How does Filefax Internet fax work?
If you can send an email then you can send an email fax via Filefax. To receive faxes via Filefax, all you need do is subscribe to your own Filefax number (fax2email). Thereafter all faxes sent to this number will be converted into PDF or TIFF format and sent to your designated email inbox.
To send faxes, you create an email message, and then attach a supported file type such as a PDF or Word Doc and then send to: faxnumber@fax.filefax.co.uk. If you require customer support when using your Internet fax subscription, always have peace of mind that you can call us: 0208 123 9575 . Other providers simply offer long distant email support.
In addition, located within your Customer Login panel within "Your Help" you can download a Filefax User Guide. This User Guide further explains how Filefax can be used, and provides other helpful information and tips.
GENERAL
1. QUESTION: How long does it take to set up a Filefax number? Answer: Once you have purchased your Filefax number, it will be available to use and receive faxes within 15 minutes of your purchase.
2. QUESTION: What numbers do Filefax provide? Answer: We provide 01 Geographic Numbers for most major UK Towns and Cities, 0203 and 0207 London Numbers, UK 0871 numbers and Non-Geographic 0844 numbers.
3. QUESTION: What is your minimum contract period? Answer: There is NO 6, 12 or 18 month minimum contract period. You can cancel your Filefax Internet fax subscription at anytime subject to our Terms & Conditions.
4. QUESTION: I have forgotten my Username and Password! Answer: Your Username and Password can be retrieved via the Forgot Details link on the account Sign In page.
5. QUESTION: I lost my last fax number as my previous provider closed my account with no warning. Will you notify me of account closure? Answer: We do not take the decision to close any customer account lightly, and is always done as a last resort. So please have peace of mind that we will send you numerous email reminders (call you if appropriate), to your Filefax account email address.
6. QUESTION: Do you view my faxes? Answer: Put simply NO. It is of NO benefit or reward. We ensure your privacy 100%. Filefax follow and strictly adhere to the principles of the 1998 Data Protection Act.
7. QUESTION: I use an office fax machine. Why would I need Filefax? Answer: For various reasons, however Filefax forwards faxes direct to your designated email inbox. And so removes your need to stand by the fax machine in anticipation of an eagerly awaited fax. Faxes also arrive whilst you are away from the office and so do not get easily lost in paperwork or paper jams. Faxes arrive for your eyes only and so aren't read by anyone else. In addition, all incoming faxes can be filed away and forwarded with ease and deleted with no paper wastage.
8. QUESTION: We use a fax server. Why would we need Filefax? Answer: A Fax Server does not solve the administration and manual handling of the incoming faxes. Faxes will still be delivered and then this person still needs to manually forward them to the fax recipients as if it were internal mail or post. Every fax received via Filefax is delivered direct to your email inbox - which is much easier and convenient.
9. QUESTION: I have a fax modem installed in my computer. Why would I need Filefax? Answer: When using Filefax there is NO need to purchase or maintain additional phone lines or to keep your computer running 24 hours a day to receive faxes. All your faxes via Filefax are delivered to your email server and so available 24/7 365 days a year.
10. QUESTION: What is a 0871 Non-Geographic Number? Answer: A Non-Geographic Number is a fax number that connects to a landline in any area of the UK and has no specific area associated with it. 01 and 02 numbers are geographically specific. They can also be re-directed to an alternative destination upon your request should you or your organisation move or relocate for any reason. This means that you can use the same Non-Geographic fax number even if you have moved to a different region – such as a relocation from London to Birmingham. The call cost to an 0871 Filefax fax number is approximately £0.095p per minute from a BT landline. Other telco providers costs can vary.
11. QUESTION: Do you offer a discount for bulk orders? Answer: YES - we do offer discounts for bulk order buying, whether you require 50-150 Filefax Inbound numbers. Please contact our sales team for a detailed quotation.
PAYMENT
12. QUESTION: How much does it cost me? Answer: It costs £5.00 (+VAT) per month for a Filefax 01, 02 or 087 number. There are no additional charges such as set-up fees or unexpected Inbound over usage charges with Filefax. No Bill Shock.
13. QUESTION: How much does the fax sender pay. Are your fax numbers premium rate? Answer: A common question but NO our fax numbers are not premium rate. The cost depends on the price tariff they are using with their Telecom operator. However the average per minute costs that apply are: Geographic Numbers such as 01 or 02 are UK national rates. For 0844 the charge is 5p per minute and for 0871 the charge is 10p per minute.
14. QUESTION: How can I make payment for my Filefax subscription? Answer: We accept payment using all the major credit and debit cards. Our payments are handled via Paypal, a trusted e-payments service owned and operated by Ebay. In the event that an annual payment is required for services, we will create an agreement, that enables us to debit your card on an annual basis. Alike all payment agreements, you are always in control of this agreement and can cancel it at any time you decide.
15. QUESTION: How do I obtain a VAT receipt? Answer: Yes a VAT receipt will be sent via email once a purchase is made.
16. QUESTION: Do you store my credit card details? Answer: No. We do not have access to your card payment details. Paypal store these details for us, as they do securely for thousands of other people.
17. QUESTION: Who do I contact for my billing/accounts related questions? Answer: You should contact our billing/accounts department via email: accounts@filefax.co.uk for any billing/accounts related questions.
RECEIVE
18. QUESTION: Does it cost anything to receive faxes once I have subscribed to Filefax? Answer: No. We do not charge any extra provided you receive a fax volume of 1500 page minutes per month. Should you exceed the 1500 page volume per month each page costs £0.06p per page. Or to avoid additional costs purchase another Filefax number.
19. QUESTION: Can anyone send me a fax from anywhere in the world? Answer: YES. All 01 or 02 Filefax numbers can be dialled from anywhere in the world.
20. QUESTION: How long does it take to receive a fax to my email inbox? Answer: Well if you imagine sending and receiving emails, then you have an idea on how long it takes. As it all boils down to how fast your email server can process the delivery. The procedure is that your fax data is delivered to your server and once the fax transaction is complete we then close the connection and the fax is delivered to your email inbox. For peace of mind, try sending and receiving a few faxes whilst evaluating the Filefax service.
21. QUESTION: How can I view my faxes as a PDF? Answer: Overall our users receive their faxes as a PDF and are better viewed using Adobe Reader or Preview for a Mac.
22. QUESTION: How can I view my faxes as a TIFF? Answer: Overall when our users receive their faxes in TIFF format the only real option is to use the already installed TIFF viewer on their computer. As no other option reads multiple pages.
23. QUESTION: I’ve tried to call my Filefax fax number but it’s dead. Answer: At any time your fax number isn’t working this could relate to a number of reasons such as: Non-payment, a fault with the destination number, or indeed a fault with the network operator. Should this happen please contact our support team: support@filefax.co.uk or call: 0208 123 9575 .
SENDING
24. QUESTION: How do I send an email fax via Filefax using my email client? Answer: This is very easy. Simply create a new email message using your preferred email programme, ensuring that the email address used is a permissioned sender. (Sending from an email address that is not authorised will result in an error).This includes Outlook, Eudora, etc., or a web-based email service, such as Gmail, Yahoo or Hotmail. Enter the recipient fax number in standard international notation (country code, area code, fax number) into the "To" line, and add the domain fax.filefax.co.uk as follows: 00448444432754@fax.filefax.co.uk
25. QUESTION: Do I have to buy pre-paid credits on a monthly basis? Answer: No you only buy pre-paid credit to send faxes as and when required. There is NO monthly subscription to send faxes, for as long as you have sufficient pre-paid credit you can send faxes. You can send a fax anywhere in the world via Filefax. However alike any other phone call, the cost varies according to the length of the call and the destination/country you are calling.
26. QUESTION: What supported file type delivers the best results? Answer: It goes without saying, PDF as this is the most commonly used file type used by all our customers.
27. QUESTION: How can I have peace of mind that my fax has been sent/arrived? Answer: Simply check your email for automatic notification once you have sent each email fax. You are notified upon: Process, Failure or Successful Delivery. In addition, there is advanced option for an assigned account administrator to receive an email with a monthly summary of your fax activity. This report gives you control over your company's faxing activity. You can receive this report in CSV format for easy import within your computer system analysis package. These reports are available upon request via email: accounts@filefax.co.uk.