Questions: (800) 477-2472
What is the addressing string
I enter in the New Message “To” field
to send a fax?
A: firstname.lastname.fax#@faxcomanywhere.com
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What is the Minimum Information I need to send a fax?
A: Just a fax phone number. While the addressing string you enter
in the “To” field of an email message can include the
recipient’s
first name and last name, the recipient names are optional. Any
of the following three strings would work for John Smith at 963-555-1212:
9635551212@faxcomanywhere.com
Smith.963-555-1212@faxcomanywhere.com
John.Smith.1-963-555-1212@faxcomanywhere.com
Do I include dashes in the fax number?
A: As shown in the addressing string examples above, you can either
include the dashes or omit them.
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Do I prefix the fax number with a “1”?
A: As shown in the addressing string examples above, you can either
prefix the number with a “1” or omit it.
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How do I receive faxes?
A: You receive faxes as email messages in your email Inbox, with
the fax as a PDF attachment to the email message.
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Do I need special programs to view my faxes?
A: No. You view your faxes with Adobe Acrobat Reader (available at www.adobe.com).
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Do I need a fax machine or any special equipment to use my FAXCOM Anywhere Personal
Account?
A: No. Your FAXCOM Anywhere Personal Account is email-based, so wherever
you can access your email account, you can send or receive faxes.
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What file types can I attach to my fax messages?
A: Files produced by any of the following applications: MS Word, Excel,
PowerPoint, Project, Visio; Lotus 1-2-3, Lotus WordPro, Lotus Freelance;
WordPerfect; Adobe
Acrobat; Web page HTML documents, as well as PostScript and PCL files.
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Can I use this product to send international faxes?
A: No. The basic FAXCOM Anywhere service is a domestic service only.
If you are an international customer or need to send international faxes,
please contact
our sales department at sales@corp.faxcomanywhere.com.
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What is a Personal Account?
A: A FAXCOM Anywhere Personal Account is one of three FAXCOM Anywhere
accounts available, where the other two are the Office Account and the
Enterprise Account.
The Personal Account option is designed for individual users; the Office
Account is designed for small offices and workgroups that want central
management of
multiple personal accounts; the Enterprise account is designed for larger
organizations that want more advanced fax functionality and integration
with specialized applications.
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Is there a limit on how many fax pages I can send/receive per month?
A: No. If, however, your Personal Account usage charges exceed $50 at
any time, your credit card will be billed to bring the balance due on
your usage charges
down to zero.
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Can I keep my current fax number, or forward my faxes sent to my fax machine,
to my FAXCOM Anywhere account?
A: Yes. You can do either, simply by asking your local phone
company to “forward
all calls” from your current fax number to your new FAXCOM
Anywhere number. Be aware, though, that by using only your FAXCOM
Anywhere number,
you can eliminate
the costs of maintaining the original phone line.
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Does FAXCOM Anywhere store my faxes?
A: No. We do not store any faxes. Once they are sent to your
email account, they are deleted.
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I tried to login to my account, but I am getting a message that says I have an
incorrect username or password? What do I do now?
A: Assuming you remember your correct username and password, it
is possible you have specified one or the other without the proper
capitalization.
FAXCOM Anywhere
is Case Sensitive, meaning the program distinguishes between
uppercase (capital) and lowercase (small) letters. Reenter your
username and
password, making sure
to specify them with the correct capitalization.
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What do I do if I forget my password?
A: Click the Forgot Password link. Select the hint question
you selected when setting up/updating your account, answer
the question correctly
and your password
will be mailed to you. If you are unable to recall your hint
question and answer, contact Technical Support at support@corp.faxcomanywhere.com.
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How do I change my password?
A: Log in to your FAXCOM Anywhere account, click the Change
Password button; enter your old password; enter your new password;
confirm
your new password and
click Submit.
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What do I do if I receive a junk fax in my account?
A: While we never sell fax number lists to third parties,
and while it is illegal to send “any material transmitted via facsimile that advertises the commercial
availability or quality of any property, goods, or services,” it is still
possible that you may receive unwanted commercial faxes. In such a case, please
forward them to support@corp.faxcomanywhere.com with the word “junk” in
the Subject field. If you have been charged for this
fax, we will issue a credit to your account for the amount
charged.
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What do I do if I am not receiving my faxes?
A: We forward your faxes to your email address as soon
as we get them. If, however, you have not received a
fax that you know
was sent to you, wait at least fifteen
minutes before contacting us to allow your mail provider
to receive and forward the fax to your account. Then,
if you still have
not received the fax, send an
email to support@corp.faxcomanywhere.com.
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What do I do if I have sent a fax, but have not received any message that the
fax has either gone through or failed?
A: While we process faxes as soon as we receive them from the email
server, it may take some time for your email provider or
the Internet to forward your messages
to us for transmission. If, however, you still have not
received a transmission status email message from us 45 minutes
after sending
the fax, send an email
to support@corp.faxcomanywhere.com.
It is also possible that your email spam filter is detecting
messages from faxcomanywhere@biscom.com as spam and moving
them into your spam folder. If that is the case, adjust
the
settings of your spam filter not to filter out our messages.
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What do I do when I receive an error message for a fax I sent?
A: It depends on the specific error message. If, for
example, the error message is 0004 – FAXCOM detected voice answer; please check the number, you would
not want to send it again without checking the number is a valid fax number.
If the error message is 0013 – Called fax machine
busy, FAXCOM Anywhere retried the number four times over
a 10-minute
window
and still was not
able to transmit. In such a case, you should resend the
fax, and begin the retry
sequence again.
If you receive a message that you are unrecognized, your
account is past due or has expired, and you should try
to log into your
account and check your status
before contacting us.
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What information is contained in a Transmission Status Report?
A: For every fax you transmit you receive a Transmission
Status Report email message from FAXCOM Anywhere. The
subject of the
report that
is displayed in your email Inbox is either Fax: Tx ‘ok’ Report (for a successfully
delivered fax) or Fax: Tx NOT ‘ok’ Report
(for an unsuccessfully delivered fax).
While the transmission report for a successfully delivered fax
contains more detail about the fax delivery that may be of
interest, the subject
of the
email message of ‘ok’ speaks for itself. The transmission
report for an unsuccessfully delivered fax (shown above), however,
includes information
for
why the fax failed to be delivered.
The report includes a Status Code and an Explanation of the
Status Code. If, for example, the Status Code was 0013 and
the Explanation
was Called fax machine
busy, FAXCOM Anywhere retried the call four times in 10 minutes
before declaring the transmission unsuccessful, and you would
typically wait and resend the fax
to allow time for the destination fax number to no longer be
busy. If, for example, the Status Code was 0004 and the Explanation
was FAXCOM detected voice answer;
please check the number, you would not resend the fax unless
you could first confirm that the number was a valid fax number.
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Why is my fax number busy or not answering?
A: If no one can successfully connect to your fax number, make
sure the dialing format is correct (1 + area code + 7-digit
local number if dialing from outside
the local area). If the call to you is an international call,
or made from a PBX system, additional dialing rules also apply.
If
your fax senders are experiencing this problem intermittently,
it is possible
that their local or long-distance phone companies are having problems connecting
to your fax number.
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Why can’t I view my faxes?
A: For one thing, confirm that you have Adobe Acrobat Reader version
6.0 or higher installed on your system with which to open the fax. If
you can’t
view the fax because of its poor quality, it may be a problem with the sender’s
fax machine, and you can verify this possibility by sending a fax to yourself
and inspecting the quality.
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How am I billed?
A: After any free trial period that applies, monthly account and any
usage charges you incur as a paying customer are applied to your credit
card.
You can view the bill by logging into your account and clicking the Billing
Activity
button.
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Can I send faxes from a different email address?
A: No. You can use only the email address with which you registered
to send faxes. If you wish to use multiple email addresses to send
faxes,
you must
either register each of those email addresses in a separate account,
or move to an Office or Enterprise account that supports multiple
email accounts
and phone numbers.
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I have a trial account and want to upgrade my account to one of your paid accounts.
How can I do that?
A: Send an email to sales@corp@faxcomanywhere.com and
advise us that you would like to upgrade to a paid account.
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How do I cancel my service?
A: If you have a contract, you can cancel at the end of your
contract period. If you pay month-to-month, you can cancel
at any time.
While unused monthly
fees will not be refunded or prorated, usage charges will cease
as soon as your account is canceled. To cancel an account, send
an email
to sales@corp.faxcomanywhere.com and
request that your account be canceled.
If I cancel my service, what happens to my fax number?
A: Once you cancel, your fax number is deactivated for
30 days, after which time it is assigned to another customer.
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