F.A.Q.

  Show Answer For This Question How do I send a fax?
You can send a fax from the web or via email.

To send via the web, please click on the "Send Fax" link on the left side of the main homepage. You can then login to the user based interface by using your account credentials and selecting "Send/Manage Faxes".

To send via email, please send an email to a 10 digit number @routefax.com and include your attachments. As an example, send to 9995551212@routefax.com, and attach the files you want to fax.

Thanks!!
  Show Answer For This Question Does this service require any telephone lines or computer hardware [i.e., fax modem]?
No, you do not require anything. You receive the equivalent of a dedicated fax machine in our data center, with your own dedicated fax number. When people send faxes to your number, it automatically gets converted to a digital PDF document, which is sent to you via email and is also available via your online web interface.
  Show Answer For This Question Do you have phone numbers in my local area code?
We may or may not have local numbers in your city depending on where you live. As we expand into other markets and cities, additional area codes will be offered and you will receive email notifications of these new area codes. You have the option at any time of switching numbers at no charge.

Due to the fact that fax calls average less then one minute in duration, and the cost of long distance is now extremely inexpensive or in most cases is bundled in commerical and residential plans, the majority of customers do not mind having a fax number in another area code. In some cases, businesses see it as a way to increase their national visibility.
  Show Answer For This Question Will you accept payment by check or debit card?
Yes, we allow payment by check for 12 month plans only.

Many debit cards can also be used as credit cards, and we support all major cards, including Visa, Mastercard, Amex or Discover.

Please consider using a credit card for payment, as increased automation ultimately results in savings to our customers.

Thank you.
  Show Answer For This Question What is the difference between a User account and Administrator account?
There are two account types in our system, one is the Administrator account, which is designed to administer your account; this account allows you to update billing and account information, and also allows you to add additional fax numbers.

The other account type is the User account, this account allows you to access the web based user interface where you can download your sent and received faxes.

When you visit the website, there will be a selection box when logging in, which allows you to choose either "Manage Accounts" or "Manage Faxes". Please use your Administrator email when managing accounts and your User email when managing your faxes.

Please note, in most cases you can use the same email address for both.
  Show Answer For This Question Who is FAXFORBUSINESS.COM and why might they show up on my Credit Card statements?
FAXFORBUSINESS.COM handles all of our credit card authorizations and transactions.
  Show Answer For This Question What is the Secure Code and how do I use it?
One additional security enhancement is the "Secure Code". It is an image that is auto-generated on the fly and contains a series of randomly generated numbers. You must type these numbers from the image into the input box beside the image.

The reason the secure code exists, is to protect your account from automated systems and robots, also known as bots, that may attempt unauthorized access to your account. The secure code concept is very secure, as it requires a live person to view the image and retype the numbers.
  Show Answer For This Question I forgot my password, how do I reset it or get it back?
With so many usernames and passwords to remember now a days, it is not uncommon for people to forget the passwords they used when they signed up for an account.

Don't stress, simply click on the "Lost Password" link on the left side of the main homepage. You simply enter in your email address and choose the the account type, and it will email you your password.
  Show Answer For This Question Do you offer a service to send faxes or just receive them?
Yes, you can both send and receive with us via the web or email!

To send faxes via the web, please click on the "Send Fax" link on the left side of the main homepage. Please ensure to login using your account credentials and select "Send/Manage Faxes".

To send faxes via email, please email the 10 digit number @routefax.com, and include the documents to be faxed as email attachments.

That's it, start sending!
  Show Answer For This Question I'm not able to login to the website, what do I do?
One of the most common reasons that people cannot login to the website is that their local computer date and time is set incorrectly. Please check your date and time, and set it accordingly.

If your date and time are set correctly, there may be an issue with your account. Please email our support department.
  Show Answer For This Question There are no other hidden fees or charges? How do you do it?
That's right! The price for our local number service is the price. There are no long term commitments if you choose our monthly billing. We bill on a month to month schedule and you are never locked in.

How do we do it? We take the best of both worlds, which means combining open source software technologies with rock-solid enterprise level hardware and software. This allow us to deliver a highly reliable and robust solution at a fraction of the cost of other providers.

Toll free numbers are also available, but their pricing various according to usage.
  Show Answer For This Question How long does it take from the time a fax is sent until it reaches my email inbox?
Virtually instant. From the time a fax is received, within 30 seconds to 1 minute, it will be converted to a digital PDF document and will be in your email box.
  Show Answer For This Question How long does it take to setup an account and get my fax number?
Virtually instant. The system is completely automated, and by the time you finish the online signup, your fax number has already been assisgned and your account is immediately activated.

There is no wait time. You will receive an email with your account information and you can start receiving faxes within minutes.
  Show Answer For This Question Can I keep my existing fax number (Number Porting) and still use your service?
Yes!

You can move your number(s) from your current provider. There is $15 one-time fee for LOCAL numbers and a $50 one-time fee for TOLL FREE numbers. There is also an additional $1/month to our already low monthly fees.

Please click on "Port Number" from the left menu of the website. You can validate your ability to port your number here. If we can port your number, please create an account, then login to the Administrator panel and click "Import Number" on the left menu.

It usually takes 2-10 business days to complete the transfer and have your number onto our system. The duration depends on your existing provider and how quickly they will release the number.

Another method that people employ is to forward their existing fax number to their new number. This allows them to keep their phone line for other outbound calls/faxes, but all their inbound fax calls will be automatically routed to the fax to email system. These faxes will arrive as PDF documents in their email inbox. The drawback to this setup is that you are still paying for a phone/fax line, and you may incur forwarding fees depending on who provides your local telecom services. This however is still a very good option for many people.
  Show Answer For This Question How can I try before I buy?
We understand that people want to sample the product or service before they buy, so that is why we created a demo page. Simply click on our Demo button and you can send yourself an email with a sample PDF fax or try out the User web based interface.
  Show Answer For This Question Do you support both legal and letter sized faxes?
Yes, both sizes are fully supported.
  Show Answer For This Question Is your service truly unlimited?
Yes, our local fax number service is the equivalent of having a dedicated fax line. We have various plans, including ones with unlimited receiving.

Other plans, including toll free numbers and fax sending services include a certain number of pages per month, and additional pages are charged at a rate of $0.05 per page.
  Show Answer For This Question Where and how do you send my billing statements?
Your current account balance as well as detailed billing information is available to you at all times by accessing your web based Administrator interface, where you can view and print your current and past statements.

In addition, you will recieve an email statement each month to the email address associated with your Administrator account.

Please note that the transactions may appear as FAXFORBUSINESS.COM on your credit card statement.
  Show Answer For This Question How do you rate your reliability?
We employ fax technologies that are used in mission critical environments, like large banks and financial institutions, where reliability and speed are of the utmust importance. Our enterprise level fax platform is one of the best in the industry and you will see increased reliability in fax transmissions.
  Show Answer For This Question A remote document scanner? I never thought of that.
Yes, some people use our service as a document scanner. Instead of playing around with scanning and conversion software, just fax your document to your fax to email number and it will appear in your email inbox as a PDF attachment.

Talk about simple.
  Show Answer For This Question I received my fax but part of the page is missing?
Even with conventional fax machines, it is not uncommon for a transmission to fail from time to time. This can be due to multiple reasons, including problems with the local fax system, remote fax system, a condition with the phone line or that someone has manually interrupted the transfer.

This should be a rare occurence and is usually solved by re-transmission. If however, this is happening frequently, please contact our support department and we will help you troubleshoot.
  Show Answer For This Question Are you compliant with HIPAA (Health Insurance Portability and Accountability Act)?
HIPAA is a set of rules and regulations in the medical industry to regulate Privacy and Security.

It is our understanding that there is no "official HIPAA certification" and that organizations must self-certify their adherence.

We do follow strict security policies, procedures and guidelines on all server, network, telecommunications and data storage systems, including but not limited to encryption, to protect the privacy of the data and ultimately your personal privacy.
  Show Answer For This Question What secure methods are available to protect and retreive my faxes?
There are various methods you can use to obtain your faxes. Here are some examples:

1. You can disable file attachments in email and only have notifications sent when a fax comes in. You can then login to the SSL website to download your fax.

2. You can have the fax SSL protected URL link included in the email notification. When a fax comes in, you receive an email notification, click on the SSL link, login and download the fax.

3. You can provide us with your public key and we can encrypt the fax attachments.

4. If your mail server has TLS support, we can send the emails directly to your server via TLS.

5. You can assign a PDF password to your faxes.

We are very security focused and strive to follow industry standards and best practices.
  Show Answer For This Question Do you offer multi-line discounts?
Yes!!

Receive 5% off when you have 2 to 9 lines.

Receive 10% off when you have 10 lines or more.

Please ensure to email support so that they can apply your discount.
  Show Answer For This Question Can I change my fax number? What about to another area code?
Yes and Yes!!

You can change your fax number at any time, to either the same area code, or a different one.

Simply login to the Administrator Panel, click on your fax account number, click on "Deactivate This Account", then go to "Add Fax Accounts" and add a new account.

You will receive a credit for deactivating your old number, and your new number will be covered by your credit. There will only be a small activation fee.
  Show Answer For This Question How do I access the "User" interface to download my faxes?
Great question!

To access the "User" interface, please remember to use the user email address that is assigned to the account. In most cases the User and Administrator account are the same email address, but not always, as in the case that one person is managing the account and another person is setup as the user.

Then simply enter your email address and password in the Login section and ensure that "Manage Faxes" is selected.
  Show Answer For This Question Are you a stable business? How do I know you'll be around a year from now?
As the old adage states, nothing is guaranteed, except for death and taxes, but we'd like to think we're here to stay.

We're a very stable and successful business with solid financials and a leadership team that has extensive industry experience. We are focused on providing economical solutions and pursuing organic growth by keeping our customers as our number one priority.

We continue to invest in infrastructure, while ensuring all expenses are in the best interest of serving our customer base.

Our primary goal is to provide highly reliable services, followed up with superior customer service.
  Show Answer For This Question Can I have my invoices go to another email address?
Yes, of course!

Please login to the website and ensure "Manage Accounts" is selected, then click on "Billing Information" on the left menu.
  Show Answer For This Question Can I send my faxes to more then 1 email address?
Yes! Absolutely!

You can assign up to 4 email addresses to each account.

Please login to the website and ensure "Manage Accounts" is selected, then click on your fax number, then add your additional email entries under the Email Aliases section.
  Show Answer For This Question Sometimes it says "unknown" in the subject and filename when I receive a fax, how do I fix this?
You've got questions, we've got answers!

This is from the CallerID name field and it is not always populated, which is why you'll sometimes receive an "unknown" in the name portion of the sender.

We've created a solution for this by adding a Phone Book inside the Administrator interface. Simply add number to name mappings and when a fax comes in with an "unknown" name, it will automatically check your phone book and map the number to the name you specified.

You can now easily identify who your faxes are from when it's not included in CallerID.
  Show Answer For This Question What is one of the most useful benefits of the voicemail service?
Are you tired of getting phone calls from people you don't want to talk to? Maybe you had to fill out a form or give someone your number, but you didn't want to give it out?

Our voicemail service is perfect for these situations, it allows you to give out a number where people can leave you a message, and you can return their calls if you decide to.

Keep your cell phone and home phone line free of calls from people that you don't want calling you.
  Show Answer For This Question Do you offer toll free 800, 855, 866, 888 or 877 numbers?
Yes, we offer toll free numbers.

You are charged based on the number of messages received per month.
  Show Answer For This Question Do you have phone numbers in my local area code?
We may or may not have local numbers in your city depending on where you live. As we expand into other markets and cities, additional area codes will be offered and you will receive email notifications of these new area codes. You have the option at any time of switching numbers at no charge.

Due to the fact voicemail calls average less then one minute in duration, and the cost of long distance is now extremely inexpensive or in most cases is bundled in commerical and residential plans, the majority of customers do not mind having a number in another area code. In some cases, businesses see it as a way to increase their national visibility.
  Show Answer For This Question Will you accept payment by check or debit card?
Yes, we allow payment by check for 12 month plans only.

Many debit cards can also be used as credit cards, and we support all major cards, including Visa, Mastercard, Amex or Discover.

Please consider using a credit card for payment, as increased automation ultimately results in savings to our customers.

Thank you.
  Show Answer For This Question What is the difference between a User account and Administrator account?
There are two account types, one is the Administrator account, which is designed to administer your account; this account allows you to update billing and account information, and also allows you to add additional voicemail numbers.

The other account type is the User account, this account allows you to access the web based user interface where you can download faxes and update your user preferences.

When you visit the website, there will be a selection box when logging in, which allows you to choose either "Manage Accounts" or "Manage Voicemails". Please use your Administrator email when managing accounts and your User email when managing voicemails.

Please note, in most cases you can use the same email address for both.
  Show Answer For This Question Is your service truly unlimited?
Yes, our local voicemail number service is the equivalent of having a dedicated phone line, and there are no additional fees per message.

Our toll free number services, however, are not unlimited, but rather you are charged based on the number of messages you receive per month.
  Show Answer For This Question What is the Secure Code and how do I use it?
One additional security enhancement is the "Secure Code". It is an image that is auto-generated on the fly and contains a series of randomly generated numbers. You must type these numbers from the image into the input box beside the image.

The reason the secure code exists, is to protect your account from automated systems and robots, also known as bots, that may attempt unauthorized access to your account. The secure code concept is very secure, as it requires a live person to view the image and retype the numbers.
  Show Answer For This Question I forgot my password, how do I reset it or get it back?
With so many usernames and passwords to remember now a days, it is not uncommon for people to forget the passwords they used when they signed up for an account.

Don't stress, simply click on the "Lost Password" link on the left side of the main homepage. You simply enter in your email address and choose the the account type, and it will email you your password.
  Show Answer For This Question The voicemail service is only $4.99/month? There are no other hidden fees or charges? How do you do it?
That's right! Our local number service is only $4.99/month. There are no long term commitments if you choose our monthly billing. We bill on a month to month schedule and you are never locked in.

How do we do it? We take the best of both worlds, which means combining open source software technologies with rock-solid enterprise level hardware and software. This allow us to deliver a highly reliable and robust solution at a fraction of the cost of other providers.

Toll free numbers are also available, but their pricing various according to usage.
  Show Answer For This Question How long does it take from the time a voicemail is sent until it reaches my email inbox?
Virtually instant. From the time a voicemail is received, within 30 seconds to 1 minute, it will be converted to a digital WAV file and will be in your email box.
  Show Answer For This Question Who is FAXFORBUSINESS.COM and why might they show up on my Credit Card statements?
FAXFORBUSINESS.COM handles all of our credit card authorizations and transactions.
  Show Answer For This Question Where and how do you send my billing statements?
Your current account balance as well as detailed billing information is available to you at all times by accessing your Administrator interface, where you can view and print your current and past statements.

In addition, you will recieve an email statement each month to the email address associated with your Administrator account.
  Show Answer For This Question A reminder service? I never thought of that.
Yes, it's true, many people use our service to send reminders to themselves. It may be something simple, or to recap a business meeting so that they have a digital archive with timestamp. There are so many uses!
  Show Answer For This Question Can I keep my existing number and still use your service?
Yes!

You can move your number(s) from your current provider. There is $15 one-time fee for LOCAL numbers and a $50 one-time fee for TOLL FREE numbers. There is also an additional $1/month to our already low monthly fees.

Please click on "Port Number" from the left menu of the website. You can validate your ability to port your number here. If we can port your number, please create an account, then login to the Administrator panel and click "Import Number" on the left menu.

It usually takes 2-10 business days to complete the transfer and have your number onto our system. The duration depends on your existing provider and how quickly they will release the number.

Another method that people employ is to forward their existing number to their new number. This allows them to keep their phone line for other uses, but all their inbound calls will be automatically routed to the voicemail to email system when people send voicemails to their original number. These voicemails will now arrive as WAV attachments in their email inbox. The drawback to this setup is that you are still paying for a phone line, and you may incur forwarding fees depending on who provides your local telecom services. This however is still a very good option for many people.
  Show Answer For This Question How can I try before I buy?
We understand that people want to sample the product or service before they buy, so that is why we created a demo page. Simply click on our Demo button and you can send yourself an email with a sample WAV file or try out the User web based interface.
  Show Answer For This Question Does this service require any telephone lines or computer hardware [i.e., voice modem]?
No, you do not require anything. We give you the equivalent of a dedicated answering machine in our data center, with your own dedicated voice number. When people send messages to your number, it automatically gets converted to a digital WAV file, which is sent to you via email and is also available via the web interface.
  Show Answer For This Question Do I still need a fax machine?
That's up to you, but we have found that most people still need a fax machine to send documents and contracts that require signatures.

In a typical setup, a business or residential customer will have a dedicated phone line for voice calls and another line dedicated for a fax machine. This can cost upwards of $50/month per line. With us, you no longer need a dedicated fax line and hence save upto $50/month, not to mention all the fees associated with toners and paper.

If you keep your fax machine, you can use your voice line whenever you need to send a fax that requires a signature, otherwise all your faxes will be received by our fax to email system and will immediately arrive in your email inbox.
  Show Answer For This Question Do you offer toll free 800, 855, 866, 888 or 877 numbers?
Yes, we offer toll free numbers.

You are charged based on the number of pages sent and received per month.
  Show Answer For This Question How do I setup the Busy/No Answer Call Forwarding on my mobile phone?
Great question.

Every provider is slightly different. For some providers, like Cingular/AT&T, this setting is located inside your phones call forwarding settings. When you locate these settings, please place your 10 digit UnityVoicemail number in the field provided.

For Verizon, you perform call forwarding by dialing *71 before the 10 digit number that you want to forward to. For example, *71(XXX-XXX-XXX), replacing the X's with your 10 digit UnityVoicemail number. This will only forward calls when your phone is busy or there is no answer. To forward all calls, you use *72. To cancel forwarding, dial *73.
  Show Answer For This Question I need sales help or technical support, what is the best way to get it?
We understand that you need help sometimes. We try to provide all the tools so that you can fully manage your account without having to contact us, but in the case that you do, there are a few methods.

1. Email. Our preferred method of communication is email. We respond to email right away, so please email our support group with any questions you need answered.

2. Live Website Chat. Please visit our website, and if we're available, you can chat with us live.

3. Telephone. If you do not reach someone immediately, please leave a voice message with your contact information and email address. We'll get right back with you.


Thanks again!
  Show Answer For This Question Can I download my faxes using FTP or Secure FTP (SFTP)?
Yes, for a small additional monthly fee you can access and download your faxes via FTP or Secure FTP (SFTP).
  Show Answer For This Question Where can I download my sent and received faxes?
Please login to the website with your User account and make sure "Manage Faxes" is selected.

We also offer FTP and secure FTP (SFTP) for those interested in automated syncing.
  Show Answer For This Question How does the Pay As You Go service work?
Very simple.

There is a $1.99/month fee to reserve your number and inbound and outbound fax pages are charged at 5 cents per page.

Replenishment credits are billed in $10 increments, which gives you 200 page credits at a time.
  Show Answer For This Question Can you tell me about your system uptime, reliability and fault tolerance?
Great question!

Any company can tell you that they have 99.999% uptime, but in reality the proof is in the pudding. The only way to get an idea of how reliable a company is, is to judge for yourself or get a first hand account from an existing customer.

Outages are inevitable in any business, but the severity and overall impact can be minimized by a fundamentally strong infrastructure design.

Our systems include multiple geographic dispersed data centers, hardware/software redundancy, and carrier diversity, which provides fault tolerance and automated failover in the event of localized issues.

This has proven to be an effective framework to keep our systems online and answering 24x7x365.
  Show Answer For This Question Can you tell me about your system uptime, reliability and fault tolerance?
Great question!

Any company can tell you that they have 99.999% uptime, but in reality the proof is in the pudding. The only way to get an idea of how reliable a company is, is to judge for yourself or get a first hand account from an existing customer.

Outages are inevitable in any business, but the severity and overall impact can be minimized by a fundamentally strong infrastructure design.

Our systems include multiple geographic dispersed data centers, hardware/software redundancy, and carrier diversity, which provides fault tolerance and automated failover in the event of localized issues.

This has proven to be an effective framework to keep our systems online and answering 24x7x365.
  Show Answer For This Question What phone number can I use to access my voicemail?
Please use the following number to access your voicemail:

954-736-5700

Thanks!
  Show Answer For This Question I want to block someone from sending me faxes, how do I do this?
If you ever get a junk or spam fax and want to block the number, please login to the administrator control panel on the website and click on the "Blacklist" link under the "Tools" menu. You can block both inbound and outbound numbers.

Thanks.
  Show Answer For This Question How do I view the status of my sent faxes?
When you send a fax via email or the web, you should receive an immediate confirmation email. You will also receive an email stating that your fax is being processed. These emails will contain a unique identification number for your fax request. This ID can be used to track the status of your fax. If your fax was sent successfully, you will receive an email containing this success message. If however we were unable to send your fax after numerous attempts, you will receive an email containing an error message.

You can also view the status of your faxes through the website. When logging in, please select "Manage Faxes" and you can view your sent faxes, along with their status from the "Sent" folder.
  Show Answer For This Question What is the multi-line service and what does it cost?
Our multi-line service ensures that you never receive a busy signal.

We only guarantee 1 line per number, so if you require the ability to receive multiple faxes simultaneous, you will need to add our multi-line service.

The 2nd line is only $4.99/month, which allows you to receive 2 faxes at the same time.

The multi-line service can be added by logging into the web based administrator panel, clicking on your fax number, then clicking on the "Services" tab. If you require more then 2 lines, then please email support to have them added.

2nd line: $4.99/month
3rd-5th lines: $9.99/month/line
6th-10th lines: $14.99/month/line
11+ lines: $19.99/month/line
  Show Answer For This Question Can I add my own custom cover page?
Yes, absolutely!

Please email the support group a document file or PDF, and they will associate it to your account.
  Show Answer For This Question What fax resolutions do you support?
We support all common resolutions and enhanced ones, ie. SuperFine and UltraFine.
  Show Answer For This Question Do you support Google Drive?
Yes, we do support Google Drive.

Please select "Manage Accounts" when logging into the website, click on your fax number, then click on "Google Drive". Once enabled, your faxes will also be sent to your Google Drive storage service.