business voip

FIND ANSWERS TO YOUR BUSINESS VOIP AND UNIFIED COMMUNICATIONS QUESTIONS

System Status
Support Hours (AZ time zone)
Monday-Friday: 5am-6pm
Saturday: 9am-1pm
Toll Free: (800) 285-7995
Submit a Ticket

Archive for the ‘vFAX’ Category

How can I send faxes with my e-mail

With Nextiva vFax, faxing on the go is as simple as sending an e-mail, that is because you can fax directly from your e-mail. Either at your office or commuting, with vFax a fax machine is within your reach. By quickly looking at your e-mail on your phone, tablet, or laptop you can easily receive and send faxes anywhere to anyone with a fax number.

The following steps will guide you through how simple it is to use your e-mail in conjunction with Nextiva vFax.

For incoming faxes:

The primary e-mail address that you have selected will automatically send you a .PDF of your fax that has come to your fax number. This primary e-mail address can be changed anytime onthe Nextiva  vFax portal at www.nextivafax.com. You also have the option at any time to turn off and control the frequency of your notifications that you receive to your account. You can opt out of receiving the .PDF version of the fax, or even opt out of receiving notifications to your e-mail inbox. You can also add five other e-mail addresses to be able to receive notifications of faxes coming in as well. All of these various options are available at www.nextivafax.com.

For outgoing faxes:

1. From the primary e-mail address that we have on file for your account, open your e-mail client.

2. Chose to compose a new e-mail address in the e-mail client.

3. In the “to field”, enter the following combination: the number 1 with the ten-digit number that you are faxing to, then followed by @nextivafax.com. (Ex: 15551212@nextivafax.com)

4. Attach any of the supported documents to the e-mail. Hit send

How to send a fax from the vfax portal

In addition to the flexibility of the e-mail service that Nextiva offers with vFax, we also offer a web portal for your faxing convenience. At www.nextivafax.com you can access up to six months of faxes and have the ability to send faxes directly from our web portal. Also, at the Nextiva vFax portal you will be able to change any settings that would be the most optimal for you and your business. With these simple steps you will be using the Nextiva vFax portal in no time.

From portal 

1. Start by going to www.nextivafax.com Click on the login link in the upper right-hand corner of the screen. This will take you to our system login page, type in your login credentials.

2. In the group of tabs on the top of the screen, click on send.This will bring you to the cover page info screen, where you can fill out your cover page that you will be sending. Fill out the fax number that you are faxing and the rest of the information that you would like to appear on the cover page. You can even add in notes that you would like to appear in the notes section of the cover page.  When you are finished with filling out the cover page, click on the next button in the upper right hand corner. This will take you to the attachment section.

3. In the attachment section, if you chose to attach an attachment click on the browse button and then you can chose which attachments from your computer to include. We support up to 10 files per fax. When you are finished attaching the documents you can hit the next button to go to the preview fax section.

4. In the preview section of you will see an example of what the fax cover page will look like before it fills in the information that you provided. In the preview page you can also see which attachments that you have uploaded for this fax. If you forgot something or want to change something you can click on the edit button, if you are ready to send your fax you can click on the next button.  

5. At this point, you will now have the chance to file your fax in a specific type or folder that you might have previously set-up, and you can add additional e-mails and fax numbers for this fax to be sent. When you are ready to send your fax, you can hit the send button. Your fax will now be sent out, from here you will have the option to send another fax, or send the same fax again. 

I am unable to send faxes

Here are some troubleshooting steps you can perform on your fax bridge if you are unable to send faxes.

If you are having issues sending from your fax machine:

  1. Verify that the fax machine is plugged into the fax bridge and is configured to answer a call.
  2. Verify that the phone line from the fax bridge is plugged into the line port on the fax machine.
  3. If the fax machine has a handset make sure to check for dial tone.
  4.  If the user has a regular old phone handset, have them try to plug the phone into the fax bridge telephone port to test for dial tone.
  5. Verify that there is no pre-programmed options for dialing a 9 or 8 before sending out a call.

Usually, the issue is that the fax bridge is ringing the fax port trying to deliver a fax and since the fax machine is not configured to answer calls the port will just ring and ring.  So when a you try and send a fax there is no dial tone because the fax bridge is trying to ring the fax machine.

How do I change my credit card on file for my fax account?

To update the credit card on your vFAX account, follow these steps

  1. Log in to the vFAX Portal with your username and password.
  2. You will be required to enter your current password, and then a new password twice, plus your 4-digit security PIN and a security question.
  3. Once you are logged in, click on Manage Credit Card under the Credit Account menu on the left side of the screen. Here, you can modify your credit card information and billing address.
  4. To make a payment towards your account, click on Account Payment under the Credit Account menu on the left side of the screen. It will show your balance and its due date. To complete the payment, simply press Continue and your account's credit card will be charged.

If you have any questions directly ask an Amazing Service Team member here or email us at support@nextiva.com

I am unable to receive inbound faxes through my email.

Email to fax will allow a user to send fax via email and have that email converted to a fax and sent to a fax machine.

Troubleshooting inbound email problems:

Most email-to-fax issues are related to the how the email address is formatted.  Please try the following to help resolve any inbound email problems.

  • When sending a fax via email the phone number must always be 11 or 10 digits. (for example  18584278618@nextivafax.com or 8584278618@nextivafax.com) ; No dashes, spaces, periods.
  • Verify the email account that faxes are sending from is the primary email on the account.
  • Verify email domain is on the email allowed domain list below.
  • Verify the  attachment is a valid attachment type listed below.

Valid attachment types for email:

  • Image Files (TIFF, GIF, PNG, JPEG)
  • Adobe Acrobat Files (PDF)
  • Microsoft Office Files (DOC, DOCX, XLS, XLSX,PPT ,PPTX)
  • Printer File Formats (PCL, EPS, PS)
  • Internet Files (HTML, XML, XSL)
  • Text Files (TXT, RTF)

Current allowed email domains:

  • *.biz,*.co,*.com,*.edu,*.fm,*.info,*.net,*.org,*.tv,*.us,*academy.cc,*ephone.bz,*hotmail.fr,
  • *netmail.ws,yahoo.co.uk

Outbound notifications:

  • Make sure the user adds noreply@nextivafax.com to your address book or white list or emails to avoid SPAM filters.
  • Here are the IP Addresses to allow if there is a Firewall on the network:
  • fax.nextiva.com = 4.53.110.194
  • nextiva.com = 69.160.41.9
  • email from nextivafax.com = 4.53.110.198

 

Can I have a toll-free number for my vFAX account?

Yes, you can switch to a toll-free fax number any time you like. There is no additional usage fee associated with a toll-free fax number, and your customers aren’t charged long distance fees for faxing you.

To add a toll-free fax number to your account, please contact our Amazing Service team at 800-285-7995 from 5:00am – 6:00pm AZ time Monday-Friday, or Saturday from 9:00am – 1:00pm AZ time. Or, simply email us at support@nextiva.com.

Can I transfer my existing number(s) to my vFAX account?

Yes. As a Nextiva customer, you can port your existing phone number(s) to Nextiva just as you would with our hosted or SIP Trunking offerings.

If you wish to port your existing business telephone number to Nextiva vFAX, please email support@nextiva.com with a request to port you numbers. From there, we will check number eligibility and reply within 24 to 48 hours and include any applicable forms to fill out and return to us.

How can I transfer my fax number to Nextiva vFAX?

It may be possible for Nextiva vFAX to port your existing fax number from your current provider to our service.

We can check to see if your fax number is portable to Nextiva (to check portability, email porting@nextiva.com)

If your number is eligible to be transferred to Nextiva, we will send you an LOA (Letter of Agency) to complete and return to our porting department.

We can port local & toll-free numbers to Nextiva.

*Porting is the process of moving your fax number from one provider to another. While the process may take up to a few weeks, the steps that need to be taken are relatively few.

Here are the porting steps:

  1. Send an email to porting@nextiva.com identifying yourself by the Nextiva account number or a fax number on your account. Include the numbers you wish to port into Nextiva vFAX, along with the name of your Previous Carrier.
  2. Nextiva will identify, based on the information submitted into our porting department via step 1, which Nextiva carrier will hold the number once it’s ported in (XO, Broadvox, etc.) and send you the paperwork corresponding to that carrier. The porting department will also need a copy of your bill from the previous provider and will request that you send that to us, along with the completed paperwork.
  3. Fill out all paperwork sent to you by Nextiva's porting department, and fax/email it back, along with a copy of your bill with the carrier currently holding the number. As soon as Nextiva receives this paperwork, the porting department will put a request into your previous carrier to release the number and submit all required paperwork. Provided that all required paperwork is submitted, the carrier will process the request and send us back an FOC Date, or Firm Order Completion date. This will be the day when the port will take place. This process usually takes 2-4 weeks to complete, and you are required to keep service with us and the previous carrier during the porting process.
  4. A few days before the FOC date, Nextiva will add the fax number to your account. Even though Nextiva doesn’t control the number yet, this makes it possible to assign the number before porting, which helps eliminate downtime on the day the port happens. If this is not done, when the previous carrier releases the number and Nextiva captures it, it will not be assigned anywhere and will not work until it is.
  5. Once all desired numbers have been ported into Nextiva vFAX, the account with the previous provider may be closed.

NOTE: It is important that the account stay open until all desired numbers are ported to Nextiva vFAX because the previous carrier won’t release the number if there is a pending balance on the account, or if the account is closed. It must be a working account with no debt for the port to be approved. Nextiva doesn’t have the ability to cancel a customer’s account with previous providers.

For more information about Nextiva porting, please contact our Amazing Service team at 800-285-7995 from 5:00am – 6:00pm AZ time Monday-Friday, or Saturday from 9:00am – 1:00pm AZ time. Or, simply fax us at 866-564-9150 or email us at porting@nextiva.com.

 

 

How do I set up a fax bridge?

Once you receive your fax bridge, contact our vFAX support team at 800-285-7995.
Our support team will ask you for the 12-digit serial number located on the bottom of the device, then will link the device to your account.


Next, you will connect the device to your network and fax machine.

This is the fax bridge:

On the back of the device you will have the following ports:

  1. RSM (Not Used)
  2. TEL port
  3. WAN port
  4. PWR port

Connect the ports as follows:

  1. TEL port connects to the telephone line on your fax machine
  2. WAN port connects to your Internet (whether it plugs directly into a wall port, switch or router)
  3. PWR port plug in the power with only the power cable that was supplied with the device
  4. All lights should come on and you are now ready to send and receive faxes through your fax machine

How to transfer your fax number to Nextiva vFAX?

It may be possible for Nextiva vFAX to port your existing fax number from your current provider to our service.

We can check to see if your fax number is portable to Nextiva (to check portability, email porting@nextiva.com)

If your number is eligible to be transferred to Nextiva, we will send you an LOA (Letter of Agency) to complete and return to our porting department.

We can port local & toll-free numbers to Nextiva.

*Porting is the process of moving your fax number from one provider to another. While the process may take up to a few weeks, the steps that need to be taken are relatively few.

Here are the porting steps:

  1. Send an email to porting@nextiva.com identifying yourself by the Nextiva account number or a fax number on your account. Include the numbers you wish to port into Nextiva vFAX, along with the name of your Previous Carrier.
  2. Nextiva will identify, based on the information submitted into our porting department via step 1, which Nextiva carrier will hold the number once it’s ported in (XO, Broadvox, etc.) and send you the paperwork corresponding to that carrier. The porting department will also need a copy of your bill from the previous provider and will request that you send that to us, along with the completed paperwork.
  3. Fill out all paperwork sent to you by Nextiva's porting department, and fax/email it back, along with a copy of your bill with the carrier currently holding the number. As soon as Nextiva receives this paperwork, the porting department will put a request into your previous carrier to release the number and submit all required paperwork. Provided that all required paperwork is submitted, the carrier will process the request and send us back an FOC Date, or Firm Order Completion date. This will be the day when the port will take place. This process usually takes 2-4 weeks to complete, and you are required to keep service with us and the previous carrier during the porting process.
  4. A few days before the FOC date, Nextiva will add the fax number to your account. Even though Nextiva doesn’t control the number yet, this makes it possible to assign the number before porting, which helps eliminate downtime on the day the port happens. If this is not done, when the previous carrier releases the number and Nextiva captures it, it will not be assigned anywhere and will not work until it is.
  5. Once all desired numbers have been ported into Nextiva vFAX, the account with the previous provider may be closed.

Note: It is important that the account stay open until all desired numbers are ported to Nextiva vFAX because the previous carrier won’t release the number if there is a pending balance on the account, or if the account is closed. It must be a working account with no debt for the port to be approved. Nextiva does not have the ability to cancel a customer’s account with previous providers.

If you have any questions directly ask an Amazing Service Team member here or email us at support@nextiva.com




 
Nextiva Logo

Business VoIP Help Center

phone-icon(800) 799-0600 Sales phone-icon(800) 285-7995 Support
Nextiva is the leader in Business VoIP Services. Copyright 2014 Nextiva, All Rights Reserved,
Terms and Conditions, Privacy Policy, Patents, Sitemap