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Posts Tagged ‘Faxing’

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

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

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 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

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 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



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 do I check for incoming faxes?

Log in to your Nextiva vFAX account. Once logged in, you will be on your vFAX portal home page.

Click the drop down on filters to change the search date. You can select a time frame to search or click on the words Select Date and it will pull up all faxes that have been sent or received since the account has been opened. Click the red box with the white arrow to refresh the page.

You can also check incoming faxes in your primary email address account, by going to your inbox and look for emails from

The message will appear as follows:

What is vFAX?

Nextiva vFAX is the smartest, simplest thing you can do for your business. It's eco-friendly, affordable, and you never have to worry if you've missed an important fax. Plus, the service is easy-to-use and offers great flexibility, and all you need is Internet access – it's that simple!

vFAX is an online fax service that allows you to send and receive faxes using your email, mobile phone, Microsoft Office, the Nextiva vFAX online portal, or if you prefer – your fax machine (supported by our Fax Bridge Adapter). And, you don't have to worry about paper jams, system errors or busy signals. So you'll never miss an important fax.

vFAX features include:

Amazing Savings
Save up to 80% compared to your existing fax service. Our vFAX service starts at $4.95/month for up to 500 pages of faxes a month. Need more faxes? We have you covered. Nextiva offers multiple service plans to meet the needs of your business.

Send & Receive by Email
Send and receive faxes from anywhere with Internet access. Fax from your cell phone, home, office – the choice is yours.

Send & Receive by Fax Machine
Nextiva is one of the only providers that allow you to keep your current fax machine. You will retain the ability to send paper-based faxes while being able to utilize our web-based fax services with the purchase of Nextiva's Fax Bridge adapter (Please call for details and pricing). Plug your regular fax machine into our adapter and voila! Now your fax machine works through the digital Nextiva vFAX service. Best of all, we will still store a digital copy of your faxes so they can be retrieved from anywhere.

Send & Receive from Microsoft© Applications
Simply click "Print" from Word, Excel, PowerPoint and other Microsoft applications, and you'll be able to select vFAX as an option to send your documents directly to your destination.

Send & Receive by Cell Phone
You can send, receive and retrieve faxes by using a email client on your cell phone.

No More Busy Signals
Nextiva's online fax service will continue to resend faxes to the recipient until it goes through. We send you a confirmation once your fax reaches its destination. Also, people sending faxes to you will never hear a busy signal, a feature not available via analog fax systems.

How does it work?

You have a custom online portal from which you control everything. You can opt to send and receive faxes from this portal, or you can use your email by typing in the target fax and hitting send. It's that easy!

For more information on Nextiva vFAX, click here.

If you have any questions directly ask an Amazing Service Team member here or email us at

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