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FAQNo. Your faxes arrive as .pdf attachments in the e-mail. You will need to download "Adobe Reader" to view the attachment.
The fax message you receive is identical to what was sent by the sender. If the quality of your fax is poor, the problem is likely on the sender's end. Please have the sender resend the fax using a higher resolution setting on their fax machine, such as Photo Mode.
There are a few reasons you may not be receiving your fax messages:
If someone is unable to send faxes to your OneSuite Fax number, please make sure that the sender is dialing the correct number and they are prefacing the number with the required dialing codes.
If your OneSuite Fax number is working but a particular caller cannot reach you, it is possible that the caller has a problem with their local or long-distance phone carrier.
If all else fails, dial the number yourself. If you can connect to the number, anyone should be able to connect and send you fax. If your number is unreachable from all areas, we may be experiencing a temporary problem. It is likely that our Operations team has already been made aware of the issue and you can expect it to be resolved shortly. However, if you are experiencing a prolonged outage, please call our customer support team at 1.866.417.8483 or email us.
There is a nominal fee of $1 per month, billed through your OneSuite account.
The nominal fees and outbound fax charges will be directly deducted from your OneSuite Account. For outbound fax, each transmission is recorded in My History with the number of minutes it took to successfully send each page. For example, if you broadcast a 2-page fax to 5 groups comprising 5 recipients each, your fax history will show 25 transmission records, with each entry billed according to how many minutes it took to send the 2 pages.
Subscription to OneSuite Fax Plus entitles you to a primary number. A nominal fee of $2.95 will be billed on your OneSuite a ccount per month. Should you decide to subscribe to a secondary OneSuite Fax Plus number, a nominal fee of $1.95 will be billed separately on your OneSuite account per month.
No set-up fee is required.
OneSuite Fax subscribers, whether Basic or Plus, can enjoy unlimited inbound fax with no additional charge.
Each outbound fax page is billed by its transmission duration, in 1-minute increments. It is generally assumed 1 page = 1 minute; duration may be affected by the baud rate of the receiving fax machine, line quality, or graphic intensity of the document. Please click here to check our fax rates.
Yes and No. OneSuite Fax charges the same way as if you were faxing through a physical fax machine. If the transmission did not go through or the receiving fax machine was not reachable, then you will not be charged. However, if fax transmission was successful, and partial pages were successfully delivered, then you will be charged for the duration used for the successful pages. In other words, if the total number of pages did not completely go through, the system will only charge for the number of pages that were successfully sent.
Yes. Please go to My History to view your outbound fax charges (both failed and successfully sent faxes) in the past 90 days.
No. There are absolutely no extra charges or hidden fees. The price and rates listed on our website is all that you pay.
Your faxes are sent to your designated fax-to-email addresses. Simply check your e-mail to see any new faxes from OneSuite Fax. The subject line of your email will be "Fax Received From (Fax Number) – No. of Pages Received: #."
OneSuite Fax allows for unlimited inbound faxes at no additional charge. However, your e-mail account may have a maximum file size and a maximum storage capacity for incoming mail. These maximums, which vary from provider to provider, determine how many messages you can receive and how many you can store in your inbox.
OneSuite Fax has no size limit for inbound fax. However, your e-mail account provider may have a smaller maximum file-size, in which case such limit will determine the largest fax size you can receive.
OneSuite Fax Basic allows for only one fax-to-email address. You may update the email address at any time on My OneSuite Fax page under My Account.
If you are a OneSuite Fax Plus user, you may register up to 5 fax-to-email addresses with each fax number. Update your email information on My OneSuite Fax Features page.
Opening faxes through your email:
If you are using a web client, such as Gmail, Yahoo! or Outlook, please refer to your email provider’s online help section for more details on how to open attachments.
As long as you have a valid account with positive balance, and your monthly subscription has been deducted for the upcoming 30-day pay-period, you will still be able to receive faxes even if your account is displayed as 'expired' before the next billing cycle.
First, make sure you have an active OneSuite account with a sufficient balance and you are subscribed to OneSuite Fax Plus.
Then with all you need is Internet Access and a browser on any computer, PC or Mac, or any smart phone, iPhone or Android. Login to your onesuite account and your are good to go!
Get started with OneSuite WebFax. A complete Help Guide is available at the upper right corner of the OneSuite WebFax.
OneSuite offers web-based WebFax, you do not need to download any programs. Just log in to your OneSuite account to start sending faxes via the internet.
It’s our browser-based, Mac and Windows friendly, Internet fax sending solution, so you can send faxes from anywhere in the world, as long as your have Internet connectivity, and access your contact list on the go, even when you are away from your own personal computer.
Start sending web faxes by logging into your OneSuite account, on the left menu, go to OS Fax, and click on option "Send Web Fax."
When you send a fax, you will receive a delivery confirmation email from "OneSuite Fax" in your registered email. A copy of the fax message will be attached as a .pdf file to the email notification.
Yes. By default, delivery confirmation of successful and failed faxes is sent to your OneSuite registered email address. However, you may change the forwarding email address on My OneSuite Fax Plus page under My Account.
Yes. You may turn off the feature anytime. Please go to My OneSuite Fax Features page under My Account.
OneSuite Fax allows for 100 pages at a time. However, transmission may be canceled if submission is not completed within 180 minutes.
The transmission will be canceled if the file submission is not completed within 180 minutes.
Enter the number just like making an international call from U.S. or Canada. 011 + country code + area code + phone number.
Yes. With OneSuite Fax Plus, failed faxes are automatically resent with 3 attempts, with every attempt taking place every 5 minutes. Note that only the failed fax pages will be resent. For example, in a case where a transmission of a 20-page fax fails on the 15th page, OneSuite Fax Plus automatically resends the 15th and the following pages.
.pdf is the only attachment file type supported by OneSuite WebFax (reminder: please make sure your document is formatted within margin to ensure the recipient’s fax machine will print properly):
Each Internet fax page is billed by its transmission duration, in 1-minute increments. It is generally assumed 1 page = 1 minute; duration may be affected by the baud rate of the receiving fax machine, line quality, or graphic intensity of the document.
No, you do not need to set anything up. Once you have subscribed to OneSuite Fax Plus, just log into your OneSuite account, find "OS Fax" on the left menu link, and click "Send Web Fax."
You can then start sending faxes.
Your OneSuite WebFax Contact List stores contact information about recipients to whom you are sending faxes. This information can include a contact’s name, fax number, address, company and business address, etc.
In OneSuite WebFax, you can access your Contact List by clicking on "Contacts," on the left hand column.
To learn more about using the OneSuite WebFax Contacts, log in to OneSuite WebFax and refer to the Help Guide at the upper right corner. Choose Contacts.
Yes. You can import your address book from Outlook, Outlook Express or Lotus Notes 8.5 after you have saved it as a .csv file. For exporting instructions, please refer to your email client.
Before uploading the contact list, please make sure the format is acceptable by OneSuite Webfax. You may download a sample file by clicking the Upload Contact icon and then the "Download Sample File" button. Step-by-step instructions are available in the WebFax Help menu, under "Contacts."
Yes. This feature is called “broadcast fax.” With OneSuite Fax Plus, you may simultaneously send a fax to multiple recipients.
For OneSuite WebFax users, please refer to the OneSuite WebFax help section "Creating and Sending a Fax" then choose "Adding One or More Recipients to a Fax."
Broadcast fax is the OneSuite WebFax feature that allows users to send a fax to multiple recipients at the same time
To send a broadcast fax, you must create and save the contacts you wish to send the fax to, then add the recipients to the fax. Setting up contact groups is the easiest and fastest way to send bulk fax. You can create a group, select contacts to add into the group, then select the group as recipient for the fax you are composing. It's really simple and self-explanatory.
For step-by-step instructions, please refer to the Help guide in OneSuite WebFax, under "Contacts"
Since OneSuite Fax is a subscription-based service in addition to the OneSuite Long Distance service, you’ll need to sign up for a OneSuite Account first. Then, you can subscribe to OneSuite Fax from “my account.”
Yes. You may retrieve a fax number you had previously owned, provided that the reactivation request was made within 30 days from the cancellation date. A one-time fee of $2.95 for each fax number retrieved will be charged. Please call our toll-free customer support at 1-866-417-8483 for assistance.
If the retrieved number is the Primary Fax number, the monthly fee will be charged a day after the retrieval date. On the other hand, if the retrieved number is a secondary fax number, the monthly fee is charged on the same day the Primary Fax number is billed.
Yes. If you do not want to keep your OneSuite Fax Plus account and wish to subscribe to OneSuite Fax Basic service, please call our customer support at 1.866.417.8483. Our customer service representatives will process your service downgrade request immediately, provided that the request is made within 90 days of OneSuite Fax upgrade or sign-up. The process may take up to 2 hours.
Yes. You will keep your primary OneSuite Fax Plus number. Your secondary OneSuite Fax number will be removed.
