Frequently asked questions - GFI FaxMaker Online

General

  • How to can I order a GFI FaxMaker Online plan?
  • What options do I have for a fax plan?
  • What happens if I let my trial expire?
  • What happens if my page bundle plan expires?
  • How do I convert my trial account to a paid account? GFI FaxMaker Online can be purchased via a GFI partner or from GFI from within your GFI FaxMaker Online trial. You can switch subscription type going to the subscription section within your GFI FaxMaker Online portal
  • How do I send a fax? Sending a fax is as simple as sending an email. You would create a new email, add any attachments you need faxed, enter information in the body of the email that you would want to appear in a fax “cover page”. Address the “To” field as number@gfifax.com, (where number is the fax number of the person you are sending to). You must include the complete number with country and area code, e.g. +19785551212@gfifax.com. Hit send.
    You can also send a fax by using the FaxMaker Online printer driver. Simply print your document to the FaxMaker Online printer, enter the recipient details in the fax form and hit send.
  • What types of files can I send as a fax? When using the FaxMaker Online printer driver, you can fax anything that can be printed. When using email to send a fax, the supported file types include:
    • .DOC, DOCX - Microsoft Word
    • .XLS, XLSX - Microsoft Excel
    • .PPT, PPTX - Microsoft PowerPoint
    • .TIF/TIFF - Tagged Image File Format
    • .TXT - Plain Text
    • .HTML - Hypertext Markup Language
    • .RTF - Rich Text Format
    • .PDF - Adobe Portable Document Format
    • .JPG - JPEG images
    • .VSD - Visio drawings
    • .GIF - Graphics Interchange Format
  • What types of files can be received as faxes? Your faxes can be received in several file types. This is determined by the person with administrative rights who sets you up as a GFI FaxMaker Online user. File types can include: PDF, TIFF, TIF HiRes and XPS.
  • Can I change to a different monthly plan? Yes. You can change to a different monthly plan, but a change in plan will only become available at the beginning of the following month. It is not possible to change plans in the middle of a month.
  • Can I cancel a subscription? Yes. Please note, however, that the cancellation takes effect only at the end of the month. Please send an email to sales@gfi.com if you would like to cancel your subscription.

Installation and Setup

  • How do I get fax numbers in my area/region? GFI has an extensive list of fax numbers available for our customers. However, there are some countries and areas that we may not have a number for in our pool at any given point in time. If you do not see a number available in your area when you first sign up for the service or you do not see a number in your area when you “request fax pool” from within your GFI FaxMaker Online portal, you can contact GFI to request a fax number for your area.

    Please note, if you are requesting a fax number in Germany, under German law an exact address verification is required before a number can be issued. Any number being issued must match a physical address and proof is required the business resides at that address, such as a certificate of registration/incorporation (Handelsregisterauszug).

Features

  • How do we get new features? Any features GFI adds that are included in your plan, will be made available automatically via the GFI FaxMaker Online website or in the administration console itself.
  • What types of files can be received as faxes? Your faxes can be received in several file types. This is determined by the person with administrative rights who sets you up as a GFI FaxMaker Online user. File types can include:
    • PDF
    • TIFF
    • TIF HiRes
    • XPS
  • What types of files can I send as a fax? When using email to send a fax, the supported file types include:
    • .DOC, DOCX - Microsoft Word
    • .XLS, XLSX - Microsoft Excel
    • .PPT, PPTX - Microsoft PowerPoint
    • .TIF/TIFF - Tagged Image File Format
    • .TXT - Plain Text
    • .HTML - Hypertext Markup Language
    • .RTF - Rich Text Format
    • .PDF - Adobe Portable Document Format
    • .JPG - JPEG images
    • .VSD - Visio drawings
    • .GIF - Graphics Interchange Format
  • Do I get usage notifications? Page Bundle customers: Yes. The GFI FaxMaker Online system will send the registered administrator usage notifications at 50%, 75% 90% and 100% of fax page usage.
    Monthly subscription customers: Your registered administrator will receive notifications when you have entered into overages.

Number Porting

  • Can I port a number while I am in trial? No, porting a fax number is a major change, and we want to make sure you are 100% happy with the service before we port fax numbers. We will only accept port requests for paid accounts. If you want to test receiving faxes on the service while in trial, we suggest you use the free fax number you choose at trial sign up, or forward your existing fax number to the new number while in trial.
  • Do I need to port my existing fax number? No. When you sign up for a GFI FaxMaker Online account, you will receive one fax number free with the service. As a result, you can keep running your existing fax number the way you have been, while transitioning to the new service and number. If you wish to use your existing fax number with the service, you can choose to port your fax number to the GFI FaxMaker Online fax service.
  • How do I port an existing number? While it is possible to port an existing number, a number porting fee does apply. You will need to supply GFI with certain information to port an existing fax number. It is very important to first find out if your carrier will allow you to port your number. You will need to supply us with your company name and address, authorized contact and billing telephone number. You also will need to let us know if you require a full port or partial port, supply a letter of authorization, a copy of a current phone bill. Please send an email to sales@gfi.com to request porting your fax number.
  • Can I port a number that is part of a DID range? In most countries, a number port will be denied by the losing carrier if that number is part of a DID range.
    If you wish to port a number that is part of a DID range please ensure you have contacted your existing carrier to confirm they will allow that number to be ported away from them. If they confirm you can, please ensure you keep a record of the confirmation and the name and contact details of your carrier’s representative
  • How long does it take to port a number? Depending on your existing carrier and the accuracy of the information you supply GFI, number porting can take from one to five weeks, so please allow plenty of time.
    IMPORTANT: If you do start the number porting process, do NOT cancel your service until you have been notified that the number has been ported successfully.
  • Can fax numbers always be ported? No. In most cases they can, however there are many instances where a losing carrier will deny a number port. Reasons for this include situations such as the number is part of a range, the LOA has been completed incorrectly, there is an existing work order in place on the number in question, there are outstanding invoices on that number, and so on. Each country can have different requirements for number porting.

    GFI can check on your behalf if it is "possible" to port a number, however this check does not guarantee that it can be ported.

    If you have any doubts, you can check with your existing carrier as to whether they will allow your fax number to be ported away from them.

    Note: GFI FaxMaker Online does not support number porting in Italy.
  • What happens if my number fails to port? GFI will work with you to resolve the underlying issue the losing carrier has. Remember, when a number fails to port, it is generally because the losing carrier has denied the number port. If it eventuates that your number cannot be ported it is possible for you to forward your fax number to your new GFI FaxMaker Online number. This helps you transition your customers to use the new fax number and allows you time to update your websites, stationary and your contacts with your new fax number.
  • Can I port my number if my number is part of an ISDN range of numbers? In most countries, the losing carriers will not allow you to separate a number(s) from a range of numbers. For example, if you have an ISDN line with numbers from 919 555 0100 to 919 555 0199, you cannot port the single number 919 555 0102 to a different service. If you are unsure, please check with your existing carrier if they will allow you to port your number away from them, before requesting a number port to GFI FaxMaker Online.

Billing and Charges

  • How will I be billed? Your monthly subscription fee and overage charges are applied to your credit card. You can view your usage and billing summary by logging into the GFI customer area.
  • Are inbound and outbound faxes charged? Yes, both inbound and outbound pages are charged against your account. Each page sent and received is deducted from your monthly plan balance regardless of whether it is a local or international number. If your balance reaches zero, you will be charged an overage amount per page.

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