FAQ about Web Fax Services


Sending Faxes:
Bullet  How do I send a fax using my FaxPipe paid account?

How do I send a fax using my FaxPipe paid account? In order to send faxes you need to have a paying account, not a trial account. We must enable the outbound capability on your account separately from your initial account activation. There is no additional cost. Please notify FaxPipe if you would like to activate this feature. Once outbound faxing is enabled, you will receive an instructional email with details on how to send faxes. If you have not received this email or are unsure if outbound is enabled on your account, please contact us. If you have lost the instructional email, we can easily resend it to you. To contact us click here.

Sending a fax can be done in three easy steps.

  • 1)Make sure you are sending the email from the email address you have provided to FaxPipe. Send the email to the address FaxPipe has provided for you
    (see above paragraph: instructional email).
  • 2) Put the ten digit fax number into the body of the email. Make sure there is nothing else in the body of the email. No punctuation or leading "1" is necessary in the fax number.
  • 3) Attach an appropriate file that you wish to fax and push "send".

Note: Anything entered into the subject line is not put into the fax, it is merely for your own records. When you send your fax you will receive two emails back from our server. The first either confirming the receipt and proper queuing of the fax, or an error message alerting you that information is missing, such as the fax number or the attachment. Upon successful delivery you will receive a "Success" email with a report on the fax transmission details.

Bullet  What email address do I send to?

The email address to send your email to fax requests to will be provided to you after you have registered for a paid account. If you are registered, and have not received this email please contact FaxPipe.

Bullet  What email address(es) do I send from?

When sending an email to fax request you need to send the request from the email address(es) you have provided to FaxPipe. If you would like to add or change an email address please contact FaxPipe.

Bullet  How do I format the fax numbers in the email?

The fax number(s) should be the only content in the body of the email. Please make sure that there is no other text in the body of the email. No headers, footers etc.

You do not need to put a 1 before the number nor do you need to put parentheses, dashes, or spaces in the number.

If the fax is being sent to more than one fax number, please place each ten digit fax number on its own line.

Bullet  How do I send to multiple fax numbers?

Sending a fax to multiple fax numbers is just as easy as sending a fax to one fax number. Place each ten digit fax number in the body of the email with one fax number per line.

Example:

8885551234
8885557648
8882348765

Bullet  What type of documents can I send as a fax?
  • .doc and .docx(Microsoft Word Documents)
  • .tif and .tiff (Tagged Image File)
  • .txt and .text (Plain text)
  • .prn and .ps (PostScript)
  • .pdf (Adobe PDF)
  • * .html and .htm (HTML Document)
  • * .rtf (Rich Text Format)
  • .jpg and .jpeg (Joint Photographic Experts Group)
  • .xls and .xlsx (Microsoft Excel Document)
  • .fdx (Winfax)
  • .snp
  • .xps (XML Paper Specification)
  • .png (Portable Network Graphic)
  • .gif (Graphics Interchange Format)
  • * .odt (Open Office Document)
  • * .wpd (Word Perfect Document)

* File types are accepted but may not appear exactly as seen in the original document.

Bullet  Will I receive a confirmation that my faxes have been sent?

Yes, you will receive two confirmation emails. The first email will tell you one of two things one, that we have successfully received your fax and it is queued for delivery or two that there was a problem with the fax and we were not able to send it.

The second conformation report that you will receive will tell you how long it took for us to send your fax and if there were any problems sending your fax.

Bullet  Was my fax sent if I did not receive a "Queued" or "Fail" confirmation?

Most of the time if this occurs, you have sent the fax request from an email address that was not given to us as an authorized address, or we have sent you the QUEUED or FAIL and it was simply filtered out in your email account. For security purposes we only accept fax request emails from addresses that you specifically approve with us. If you have sent the email from an unauthorized email address the fax will not be sent.

Bullet  Why am I getting an email response of "No fax numbers found"?

This is a notification that you did not place a fax number in the body of the email, or our system was unable to recognize the fax number. The reasons our system wouldn't recognize fax numbers are:

  • You have placed text in front of the fax number. Fax numbers need to be the first and only thing in the body of the email.
  • You typed fewer than the required ten digits of the fax number. Fax numbers need to be ten digits long, with nothing else before the number.
  • You may need to change your email format to plain text. This is different depending on your email client.

NOTE: Please be sure not to include a signature in your email. Our system will attempt to call any phone or fax number in a signature and deliver a fax, so your phone will be ringing as we try to deliver a fax to that number.

Bullet  Why am I getting an email response of "No valid attachment"?

This is a notification that you did not attach a file type supported by our system or you did not attach anything at all. If you have just changed the extension on the file our system can tell what type of file it really is and will not allow it to go through. If you need to change the file extension, we suggest you open the file in a different program and save it as the desired file type.

Bullet  Why did I receive an email that says " - winmail.dat - Error - Invalid file extension."?

This is notification that there is a file attached to your email called winmail.dat. This is an Outlook or Outlook Express file, normally containing your header or footer information. To get rid of this file follow these steps:

In Outlook:

  • 1) Click on Tools, Options and Mail Format.
  • 2) In Compose in this message format, click on Plain Text and then hit OK.

In Outlook Express:

  • Start a new email, click on Format, Select Plain Text.
Bullet  Tips and tricks on sending faxes.

For tips and trick on sending faxes using different methods go here.


Receiving Faxes:
Bullet  How do I view received faxes?

Your fax document(s) will be delivered to you via email as attachments. They are sent to the email account that you provide for us. The attachment will either be in .tif or .pdf format.

By default, Windows opens .tif faxes with "Windows Picture and Fax Viewer". If your computer opens faxes in another program, and you want to learn how to make your faxes open with the default Windows program, click here. Faxes in .pdf format open in the free Adobe Reader and in Preview for MacOS.

Bullet  What file format choices do I have when receiving faxes?

We currently deliver faxes to you in either .tif or .pdf format. By default, we deliver in .tif (or .tiff) format. To change your preference to .pdf, call us and we will quickly configure your account for you.

Bullet  Can I receive faxes at multiple email addresses?

Yes! You can receive your faxes at up to 5 email addresses, at no additional charge. Simply give us a call, or send an email and we will happily add, remove or modify any email address on your account.

Bullet  Do I need to download any faxing software?

No, there is no faxing software needed to use our service. Our system works with your existing email program and faxes can easily be viewed in Windows Picture and Fax Viewer for Windows or Preview for MacOS.

Bullet  Will FaxPipe send me junk faxes?

No, we will not send junk faxes or advertisement faxes to you. We do our best to keep your fax number private, and we do not share your information with third parties.

Bullet  What should I do if I receive a junk fax?

While most of our users never receive junk faxes, we cannot guarantee that you will never receive one. We do, however, take safeguards to help minimize or eliminate junk faxes in two ways:

1) If you are able to report the "Calling Number:" that the junk fax was sent from, we can then block this number from sending you any more faxes.

2) If you forward us the actual fax we will be able to block that number from sending junk faxes to all of our customers.

Bullet  What should I do if I did not receive a fax someone sent to me?

The first thing you should do is verify that the person sent the fax to the correct fax number. Most frequently we find that the number was simply mis-dialed by the sending party. Another issue that we see is that your email service has blocked or filtered out our attempts to send emails to you, keeping us from being able to deliver your faxes. Double check your junk box or deleted items in your email to see if it is filtering out our attempts. Your faxes will be coming from the email address support@faxpipe.com. If these suggestions do not work, feel free to give us a call or send an email to support@faxpipe.com.

Bullet  What if someone faxed me multiple pages but I only received one page?

If you are receiving your faxes as .tif files you may want to change the program your faxes are opened with to Windows Picture and Fax Viewer.

Learn how to go to the next page of a fax in Windows Picture and Fax Viewer.

PDF files will open in Adobe Reader. Adobe Reader is a free viewer that most computers already have.

If you are using Mac OS you can view all pages of both TIF and PDF files in Preview. To do this, open the file in Preview. Under the "View" option, select "Drawer". This should open up a side window that will allow you to see and select the different pages of the fax.

Bullet  Will anyone get a busy signal when attempting to send me a fax?

No, our fax service ensures that your customers will never receive a busy signal when faxing you documents.

Bullet  How do I ensure that my faxes will not go into my junk folder or be filtered out?

You may find that your current email provider or client is blocking emails that contain important information such as the emails from FaxPipe.

Below are instructions for some of the more popular email systems. If yours isn't here, please contact your Email Provider's customer service for their instructions.

Hotmail
Click on Options
Under Junk e-mail click Safe and blocked senders
Click Safe senders
Under Sender or domain to mark as safe type FaxPipe.com

Yahoo
Click on Options
Click Add
From header: contains FaxPipe.com

AOL
Click Settings
Click Filters
Click Create Filter
From:support@faxpipe.com


Demo Account:
Bullet  Can I send a fax from my free trial?

Sending faxes using a free trial is currently not an option. If you wish to learn more about sending faxes, contact FaxPipe and we will explain the email to fax process to you. You may also send a test fax.

Bullet  How do I convert my demo account into a paying account?

To convert your account into a paying account you simply need to give FaxPipe a call at 888.530.9100. We will get your information and be able to convert your account immediately.

Bullet  What is the length of the free trial?

The length of the free trial is 30 days or 30 minutes of fax connection time.

Bullet  Does the free trial convert to a paid service automatically?

Yes, FaxPipe will start charging you automatically at the end of your thirty day free trial.

Bullet  Will I get the same fax number when I sign up for a paying account?

Yes, FaxPipe understands how frustrating it is to have to switch fax numbers. When your demo account is converted to paying account. We will make sure you will keep your existing fax number.


Security Compliance
Security  Can Faxpipe improve my company's security?

FaxPipe takes security very seriously. Easy to say and talk about, but the proof is "in the pudding". In the 15 years FaxPipe has been in business we have never experienced a security breach of any kind. Amazing? We don't think so. We have created our system from the ground up with security and stability at the forefront of our mission. Nobody comes behind our firewalls. Period.

We have intentionally "lagged behind the pack" when it comes to online options and features. While it would be nice to allow our customers to make changes to their own accounts, it opens up vulnerabilities in our network that we won't tolerate. Not only is our network impenetrable, but we also have world class customer service. Your calls are answered with live agents that can instantly make the necessary changes to your account. It's even faster and easier than doing yourself.

FaxPipe has the security on our end covered. Now, we want to help your company improve the way it manages sensitive documents. Having documents faxed into a traditional fax machine is a poor way to protect your clients information. It also violates (in most cases) HIPAA, GLBA and many state and Federal Laws governing information security. Identity theft is rampant and a single security breach could damage your business and reputation. Do not take security lightly.

HIPAA  How does Faxpipe help make my company HIPAA compliant?

The Health Insurance Portablility & Accountability Act (HIPAA) applies to all entities that record, maintain, or transmit personal health information- as well as those who service or support healthcare entities. Heavy fines and penalties for negligence can be assessed against your business. Owners and officers can be held personally liable.

Leaving personal health records on top of a fax machine, where patients or visitors to your facility could easily gain access, is irresponsible. Todays world is far less forgiving than it used to be. There is no excuse for anyone other than the intended recipient to have access to faxed documents. This is one of the hottest issues we are all dealing with. Don't be the one who drops the ball by taking security lightly.

FaxPipe helps you meet and exceed all of the regulations regarding how faxed documents are to be managed. Please call for more information regarding this very important issue.


If your question is not answered here please contact us directly.
Support@faxpipe.com
888.530.9100

"We love our relationship with FaxPipe. The savings in time and money have been significant for our company, and their service is impeccable. FaxPipe has been a Godsend!"

-Matt Smith



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