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Here are many of the commonly asked questions we receive. If your questions aren't answered here, you're welcome to contact us for further assistance.

IP PBX Questions
Q. How do I activate my service?
A. To activate your service, all you will need to do is plug in your phone sets and start dialling. Just follow the setup procedures to record your voicemail greetings.
Q. What charges will be made to my credit card each month?
A. I. If you are on a monthly plan, the charges that will appear on your credit card are the monthly service fee (paid in advance of each month), any applicable toll charges (paid subsequent to the end of each month’s usage) and applicable taxes and fees (Regulatory Recovery Fee, E911 Service Fee, State 911 Fee, and Universal Service Fund).

II. If you are on an annual plan, the charges that will appear on your invoice are, any applicable toll charges (paid subsequent to the end of each month’s usage), and applicable taxes and fees (Regulatory Recovery Fee, E911 Service Fee, and Universal Service Fund).

III. We reserves the right to charge the credit card for cumulative charges due, if at any time End User’s out-of-plan toll minutes for the current month exceed ten dollars ($10.00).
Q. Can I get a copy of my billing statements?
A. Yes. Billing statements are available online in the Customer Portal, which can be accessed by logging into your account. How to access your account will be emailed to the email address you provided during the ordering process. For billing questions you can call (416) 628-1999.

Fax to Email Questions

Do I need a Fax machine?
What is Fax to Email?
Can I receive multiple page faxes?
I receive sensitive data. How SECURE is Fax to Email?
Do I need to download or install software?
What file formats can I send with VAXFAX?
Can I forward my existing fax number to my VAXFAX number?
Can I get a toll-free VAXFAX number?
Can I send and receive faxes with a Blackberry or handheld device?
How can I get VAXFAX but keep my existing fax number?
Can I get separate VAXFAX numbers for different individuals or departments?
Is there a limit on the number of Faxes I can receive?
What is Never Busy Service?
Will I receive advertising or spam as a result of joining VAXFAX?
What is a FAX SPAM FILTER?
How do I make the Viewer automatically open the Email attachment?
How will I know if my fax was successful?
How long does it take from the time a fax is received until it arrives in my email?
What about viruses ? Aren't they spread mostly by opening email attachments?
 
Q. Do I need a Fax machine? [Top]

A. No, we provide you with a fax number and all you need is an Email account or a web browser to send and receive faxes. If you need to send an original document with signatures you can scan them into your computer and then send them via VAXFAX.
Q. What is Fax to Email? [Top]

A. Faxes sent to your VAXFAX assigned number or VAXFAX 800 fax number are received by our servers. As soon as transmission has completed we then send you an Email with the fax as a graphic attachment.
Q. Can I receive multiple page faxes? [Top]

A. YES. Both TIF and PDF attachments can have many pages in one (multi-page) file.
Q. I receive sensitive data. How SECURE is Fax to Email?? [Top]

A. Whenever you are logged into your account on VAXFAX to view or send faxes you will be in a Secure session. We use the latest SSL certificates with 256Bit encryption for these sessions. If you are concerned about the fax being emailed to you because you are not on a secure email provider, then you can set your preferences to notify you of a incoming fax but not to attach the fax. This way you will know to log into your VAXFAX account and retrieve the fax online under our secure connection.
Q. Do I need to download or install software? [Top]

A. NO. All you need is an VAXFAX number and an email account.
Q. What file formats can I send with VAXFAX? number? [Top]

A. We support the following file formats for sending faxes by email or from our web site interface;

  • .pdf - Adobe Acrobat File
  • .tif - Tagged Image File Format
  • .doc, .docx - Microsoft Word Document
  • .xls, .xlsx - Microsoft Excel Spreadsheet
  • .ppt - Microsoft PowerPoint Presentation
  • .rtf - Microsoft Rich Text Format
  • .wri - Microsoft WordPad Document
  • .mdi - Microsoft Image Document
  • .txt - Text File
  • .snp - Microsoft Access Snapshot File
  • .jp2, .jpc, .j2k, jpx, j2c - JPEG2000
  • .gif - Graphic Interchange Format
  • .png - Portable Network Graphics Format
  • .bmp - Windows Bitmap Format
  • .jpeg, jpg, jpe - Joint Photographic Experts Group
  • .pcd - Kodak Photo CD
  • .pcx - ZSoft Paintbrush PCX
  • .dcx - ZSoft Paintbrush DCX
  • .ppm - Portable PixMap
  • .pbm - Portable BitMap
  • .pgm - Portable GreyMap
  • .tga - Truevision Targa
  • .wbm , .wbmp - Wireless Bitmap (Level 0)
  • .wmf - Windows metafiles
  • .apm - Aldus Placeable metafiles
  • .emf - Enhanced metafiles
  • .wpg - Word Perfect Graphics
  • .psd - Adobe Photoshop Document
  • .img, .gem - GEM Bit Image
  • .bpp - Amiga Interchange File
  • .ras - SUN Raster
  • .sgi - Silicon Graphics Image
  • .xbm - X-Windows bitmap
  • .xpm - X-Windows pixmap
  • .dxf - AutoCAD DXF
  • .rle - UTAH RLE
  • .pic, .pict, .pct - Apple Macintosh QuickDraw/PICT files
  • .psp - Paint Shop Pro Image File
  • .mng - Multiple Network Graphic
  • .clp - Windows Clipboard
  • .fpx - FlashPix Format
Q. Can I forward my existing fax number to my VAXFAX number? [Top]

A. YES there are a couple of ways. You can simply get your telephone service provider to forward all calls made to your existing fax line to your new VAXFAX number. This way you keep your separate fax line for outgoing faxes and as a spare line however you pay for the line. Some phone lines have a call forwarding feature already available. See your providers documentation or send us an email at support@VAXFAX.com and we will be happy to help.
Q. Can I get a toll-free VAXFAX number? [Top]

A. YES. Toll-Free numbers are available throughout North America.
Q. Can I send and receive faxes with a Blackberry or handheld device? [Top]

A. YES. VAXFAX is fully compatible with all makes of handheld devices. We even wrote a special application for Blackberry devices so that they can view TIF files. To find out more go here.
Q. How can I get VAXFAX but keep my existing fax number? [Top]

A. A couple of ways. You can simply get your telephone service provider to forward all calls made to your existing fax line to your new VAXFAX number. This way you can keep your separate fax line for outgoing faxes and as a spare line, but you pay for that.

Alternatively, phone companies will allow you to cancel the "line" but keep the "number". All calls are redirected to another "line" such as your VAXFAX number. Because you no longer have a "line" your cost is reduced. Talk to your service provider for more information.
Q. Can I get separate VAXFAX numbers for different individuals or departments? [Top]

A. Absolutely. One of the benefits of VAXFAX is that your faxes become as personal and private as your email. As a members of our service you will be able to create additional fax numbers for your account. There is a charge for the additional numbers.
Q. Is there a limit on the number of Faxes I can receive? [Top]

A. NO. The only limitation is how much storage capacity your email service provider allows you. Some email service providers only allow an attachment of 1MB in size or the equivalent of a 40 page fax.
Q. What is Never Busy Service? [Top]

A. VAXFAX provides you with just one fax number however with our system you can receive several faxes simultaneously for your fax number thereby eliminating busy signals on your fax line.
Q. Will I receive advertising or spam as a result of joining VAXFAX? [Top]

A. NO. We do not sell advertising space and we will not sell, lend or pass on your information to any third party.
Q. What is a FAX SPAM FILTER? [Top]

A. You can block junk faxes by adding the sender's fax number to your list of blocked callers. If a number is in the blocked caller list our system will not accept any faxes from that number.
Q. How do I make the Viewer automatically open the Email attachment? [Top]
A. Most users don't need to do anything. Most PCs are already set up to read TIFs.

However if you need to, here's how to set your default TIFF viewer on a PC. Find an e-mail with an attached fax or TIFF file (e.g. the Test Fax.)

a) Save the TIFF file to your hard drive.
b) Find the image on your hard drive ie. in Windows Explorer. Find the file and highlight it (click it once with the left mouse button).
c) Hold the "Shift" key down and right-click on the file, or press Shift+F10. A menu will appear.
d) Choose "Open With..." from the menu. You'll see a list of your programs. Scroll down the list until you find -
  1. Imaging
  2. Kodak Imaging or
  3. Wang Imaging.
Now highlight it (click on it once).
e) Make sure there is a check mark in the box below the list of programs that says "Always use this program to open this type of file".
f) Click "OK." Your fax should now be displayed in the "Imaging for Windows" program.

From now on when you view any TIF file it will automatically be opened with the imaging program you selected. You can open the program directly by going to START > PROGRAMS > ACCESSORIES > IMAGING.
Q. How will I know if my fax was successful? [Top]

A. All faxes sent through VAXFAX get a confirmation email. This email will either confirm that the fax was successfully sent or inform you after 6 tries that it failed. The reason will also be provided.
Q. How long does it take from the time a fax is received until it arrives in my email? [Top]

A. On average we send the email with the attachment within 1-2 minutes from the time the last page has been received. We have no control over the time it takes to reach you as this is dependent on your email service provider. Generally this should not take more than a minute.
Q. What about viruses ? Aren't they spread mostly by opening email attachments? [Top]

A. TIF attachments are completely safe. Viruses do not infect TIF files as they are graphics files like a .BMP or a .GIF - there is no executable code in them.