Submit a Ticket

Enter the information about your inquiry in the form below. As you fill out the form, more specific questions will appear for you to answer. Please provide us with as much information as possible. A detailed report will help improve the response time.

As you answer questions, some links to tips and resources will pop up below the form. Be sure to check those out to see if your question is answered in our FAQs.

Your name*

Business name (optional)

Email*

Your Contact Phone Number*

What is this question regarding?*

Choose a Porting Question*

What problems are you encountering with the VoIP service? *

What issue are you having with the vFax service?*

Sales / Presales Questions*

Billing Questions*

One of your Nextiva Phone/Fax numbers:*

What type of Internet do you have?:*

Who is your Internet Service Provider?:*

What is the Make and Model of your Modem?:*

What is the Make and Model of your Router?:*

How many devices on your network?:*

TIP BEFORE SUBMITTING If you are having password login issues, follow these instructions:
Go to the login page by clicking here.
Below each login area, you will see a "Forgot your Password?" link. You can use that link to send yourself a new password. If you never received a password, please continue submitting yourt ticket and we will try and assist you as quickly as possible.

Inside your router, there should be an option for port triggering. Inside of this area, open up port ranges 5060-5080 and 10000-30000. If you have the option, open them up in UDP protocol. The way these phones work, it should not create a security risk. If you do not have a port triggering option, you can set static IP addresses for the phones through the webpage interface, and then use the static IP addresses for port forwarding. The specific walk-through for your router can vary. You may want to do some quick research on the router to find these functions. This should allow for better data traffic, and may help correct the issue.

If you are unable to find or fix these settings, please fill out as much of the information below as possible.

We need to know what your networks speed is. Please run the speed test below. Once it is done, copy in your speed test results in the boxes below.

Speed Test requires at least version 8 of Flash. Please update your client.

Download Speed*

The speed in KPBS from the test above:

Upload Speed:*

The upload speed in KBPS from the test above:

You will need to go to an external site to get your ping test results. Click on this link to open the test in a new window: http://www.pingtest.net

Packet Loss Result*

Sometimes the site does not give this, so its not a required field.

Ping Result*

Jitter Result*

Did you port this number to us?*

Sometimes the email containing the login information is blocked by spam. If you have already checked your spam folders, fill out the information below.

What is your vfax username? If you are unsure, fill it out to the best of your knowledge.*

What is your vFax account number? The original sales receipt after signup has an account number on it.

If you did not receive a sales receipt, either your order did not process all the way, or you may have entered a bad email address. If this happens, you may want to contact phone support. Please also note: Sometimes accounts need to be activated before you are able to login. Please give your account a short period before attempting to login.

If you are being asked for security information, you are simply logging in through the wrong area.

Log in at www.nextivafax.com rather than www.nextiva.com

If you are having issues with distorted faxes, please try the following:

1.) If you are sending a fax that is distorted remove any custom fonts.

2.) If you are receiving distorted faxes, have another fax number and separate fax machine try testing you.

What number was trying to fax you, or which number were you trying to fax?*

What time was this fax attempted?*

Please include the most approximate time (non-military format), and your time zone.

Original Fax file*

If you have the original file you were trying to fax, please attach it to this document. It will help us in locating the source of the problem. On a side note, if your file is over a few megabytes, thats probably the source of the problem. A normal document being faxed is usually less than a megabyte.

Try downloading this version. Its the windows 7 version: here.

Here are a few tips when installing the print client on a users computer.

Make sure any antivirus is disabled. Please make sure you run the print client as the administrator. You can use the run as feature or login as an admin user. If the print does not show in the printers box after the install re-start the print spooler.

Open a command prompt and type: net stop spooler net start spooler

Or you can have the user restart the computer.

There should be no issues with installing the print client on a Windows Vista machine.

If you are having problems with the fax adapter, there are a few steps you can try first.

On the adapter, there should be a small reset button. Try holding that down for 30 seconds.

Log into your vfax portal, and go to settings. Make sure your vfax serial number is present.

Please note: The last character in the serial number will be different than the one that is on your physical adapter. However if there are any other numbers that are different, or the serial is not present, fill out the information below.

Fax Serial Number:

If you have already submitted your LOA (Letter of Authorization) porting usually takes about 10-15 business days. However sometimes it can take longer. The company you are leaving has 30 business days to release the number.

You may also want to check out these help articles about porting:
Important Information About Porting
When Should I Cancel My Old Carrier’s Account?
How will I know when my number is ported to Nextiva?
How long will it take to port my number to Nextiva?

What number are you porting?*

LOA Form Upload

You can upload your completed LOA form here.

During the sign up process, you are given an option to choose an existing number to port to our service. Once you have completed the sales sign up process, porting information will be emailed to you shortly after. The same goes for if you sign up over the phone with one of our sales representatives.

If you have any additional questions regarding porting as a pre-sales question, please fill out any additional information below.

Most equipment works with our service. However, if you want to be sure, or have us check for you. please fill out the fields below.

What type of internet service are you using?

What type of Modem are you using? Please include the Make, and model of your modem. If you are using a modem/router combination, please skip this step and fill out the router field below.

What type of router are you using? Please include, the make and model of your router. *

Do you have any existing VoIP enabled Phones?

If you have your own phones, list the make, and model. Also if you brought them from another VoIP provider, please list who that provider is. (note: some providers lock thier phones preventing them from working with other providers.)

We would be happy to have someone contact you about a quote. Please include any services you are interested in the additional comments field, and we will have someone contact you as soon as possible.

Unfortunately, billing frequency changes are handled by us. It is highly suggested you call in and speak to a representative if you want to change your billing cycle.

You can update the credit card associated with your Nextiva service at any time. If you wish to do so, please visit the “Manage Credit Card” section within your Nextiva Office Manager control panel.

If you are vfax user, please call into support so we can update your credit card.

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