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FAQs
 
 
 
Most Frequently Asked Questions

eFax® is the world’s #1 Internet Fax brand. With an eFax® Plus or eFax Pro™ account, you can send and receive faxes by email and via the Internet. There’s no fax machine required. eFax® Free lets you receive faxes only (up to 10 fax pages per month).

eFax Plus® & eFax Pro™ customers may select local and/or toll-free fax numbers in 4100+ cities all over the world. Toll-free numbers are not available with eFax® Free accounts, and your number will be randomly assigned during signup.

Those sending faxes to you will experience no difference from a standard fax machine when dialing your eFax® number. They will dial the eFax® number just like any other fax number.

General Questions

eFax Plus® and eFax Pro™ are full-featured fax plans:

  • Send and receive faxes without page limits (overage fees may apply)
  • Choose a local or toll-free fax number
  • Store faxes securely online in your eFax® Message Center with lifetime fax storage

eFax® Free is a limited account:

  • Receive up to 10 fax pages monthly
  • Outbound faxing is not available with the eFax® Free plan
  • A fax number will be randomly assigned to you
  • Includes 30 days fax storage in eFax® Message Center

eFax® coverage is constantly expanding. Fax numbers are currently available in 4100+ cities in 48 countries around the world. For a complete list of cities and countries, please click here.

If you are an eFax Plus® or eFax Pro™ customer, there are several convenient ways to send a fax online:

  1. Send faxes by email
  2. Send faxes by logging in to My Account
  3. Send faxes using the eFax Messenger® download

Send features are only available to eFax Plus® and eFax Pro™ customers. To upgrade your eFax Free account, log in to eFax® My Account and click Upgrade My Account.

eFax Plus® includes many extra features not available with the eFax® Free plan. If you would like to sign up for an eFax® Plus account, please click here.

When you sign up for eFax®, you select a fax number from our pool of numbers.

If you have an existing fax number and would like to continue using it with the eFax® Plus or eFax® Pro® service, please fill out and submit a request form here to port your number from your current phone carrier to eFax®. Number porting is not available with an eFax® Free account.

You may port an existing number to an eFax Plus® or eFax Pro™ account. This option is not available with an eFax® Free plan. Your phone carrier will require the following information in order to port your number to eFax®.

NOTE: You can only port 1 number at a time.

Phone number: the fax number you wish to port to eFax®

Phone Type: Owner's name or registered contact on file with your current carrier

  • Business: provide the company name exactly as it appears on your bill. A missing comma or period may result in the phone carrier rejecting the port request. Also submit a first and last name for the primary contact as listed in your carrier's records.
  • Residential: provide the main contact or authorized user that the carrier has on file. This may not be the name on the bill. Please check with your carrier to confirm the name listed is the main contact.

Phone Carrier: select the name of your current phone carrier from drop down menu; if your carrier is not listed, choose “Other”

Account Number: the account number as it appears on your phone bill

NOTE: Qwest account numbers should be entered in the following format XXX-XXX-XXXX-XXX. Qwest account numbers have a letter at the end, however, you may leave the letter off when filling out the port request. Address: the service address location where the physical fax line is installed. The service address may be different than what is listed on your bill. Please check with your carrier and submit the exact service address they have on file.

Receiving Faxes

Faxes sent to your eFax® number will arrive in your email inbox attached to an email from eFax. A copy of the fax will also be delivered to your eFax® Message Center so you can access your faxes online, even when you can’t access your email.

You will receive an email notice and the fax will be attached.

  • Faxes will come from the email address eFax [message@inbound.efax.com]. Be sure to add this email address to your contact book.
  • The subject line of your email will be "Fax Received From (Fax Number)"

Faxes are also delivered and stored in your eFax® Message Center. To access the eFax® Message Center, log in to eFax® My Account and click View Faxes.

You may view your faxes in your email inbox or log in to eFax® My Account and view faxes online in the Message Center.

To read faxes in your email:

eFax® Free users will receive faxes as attachments in the EFX format. To view EFX files, you’ll need to download and install our free eFax Messenger® software. eFax Messenger® software is optional for eFax Plus® & eFax Pro™ users. Once you’ve installed the Messenger software:

  1. Log in to your email account
  2. Open the email message from eFax [message@inbound.efax.com]
  3. Click on the attachment to open the fax in eFax Messenger®

Don’t have the eFax Messenger® software installed? Visit our download page.

To read faxes in your eFax® Message Center:

  1. Log in to eFax My Account
  2. Click View Faxes
  3. To open a fax, click the Subject
  4. Open the fax attachment by clicking the View Fax file name link at the top of the fax preview display
  5. Click Download in the Message Center toolbar to save the fax to your computer

If you have an eFax Plus® or eFax Pro™ account, EFX files may be converted to TIF or PDF using the eFax Messenger® software.

To convert an EFX file:

  1. Open the fax from your email account (if you’ve downloaded eFax Messenger®, faxes will automatically open in EFX format with eFax® Messenger)
  2. Ensure you are in Fax Edit Mode
  3. Click File > Export
  4. In the Export window, in Save as type select either Black and White TIFF files (*.tif) or PDF files (*.pdf)
  5. Modify the Save in location and/or File name
  6. Click Save

 

NOTE: This option is not available to eFax Free users. To upgrade your eFax Free account to take advantage of this and other features, log in to eFax® My Account and click Upgrade My Account.

 

eFax Plus® and eFax Pro™ customers can receive faxes at up to five (5) email addresses per eFax® number at no additional charge.

eFax® Free customers can receive faxes at only one email address. To upgrade your eFax Free account, log in to eFax® My Account and click Upgrade My Account.

Anyone can send a fax to your eFax® number. Your eFax® number works just like any regular fax number. Senders do not need to subscribe to eFax®.

eFax Messenger®

eFax Messenger® is a free program that lets you view, edit and sign faxes. If you have an eFax® Free account, you must download eFax® Messenger to view faxes received in the EFX file format. The download is optional for eFax Plus® & eFax Pro™ customers.

To download eFax® Messenger, please visit the download page.

For eFax Plus and eFax Pro, faxes in the Message Center have lifetime storage with no size limits.

If you are an eFax Free customer, your messages will be stored in your online account for 30 days. To upgrade your eFax Free account, log in to eFax® My Account and click Upgrade My Account.

To download eFax® Messenger, please visit the download page.

To open faxes automatically in the correct application, be sure to associate the EFX (.efx) file extension with eFax Messenger®:

  1. Ensure eFax® Messenger 4.4 is installed on your computer
  2. To download a free copy of eFax® Messenger, please visit the download page
  3. Once downloaded, double-click the messenger.exe file to install the software
  4. Download an EFX (.efx) attachment and save it to your Desktop
  5. Right-click the downloaded EFX file, click Open with and then click Choose Program
  6. Locate and click eFax® Messenger from the list
  7. Check the Always use this program to open this type of file box (For Windows XP and 2000 check the Always use the selected program to use this kind of file box)
  8. Click OK

To uninstall eFax Messenger® for Windows:

  1. Click Start > Control Panel (If you are on Windows 2000, click Start > Settings > Control Panel)
  2. Click Add or Remove Programs
  3. Select eFax Messenger and click Remove
  4. The Goodbye Screen will appear
  5. Select a reason why you’re removing eFax Messenger® and click OK
eFax® My Account

Located in eFax® My Account, the Message Center is an online mailbox that lets you access your faxes anywhere you have a connection to the Internet.

With an eFax Plus® or eFax Pro™ account, you can store an unlimited number of important fax documents in your eFax® Message Center, and you may also forward, and resend your stored faxes — or even add a digitized signature to a fax.

For eFax Plus® and eFax Pro™, faxes in the Message Center have lifetime storage with no size limits.

If you have an eFax Free account, your messages will be stored online for 30 days. To upgrade to eFax Plus®, log in to eFax® My Account and click Upgrade My Account.

Tags are keyword categories you apply in eFax® Message Center to faxes you’ve received. Tags provide a way of organizing your faxes: just search for the tag name to see a list of all matching faxes.

To tag your fax:

  1. Log in to eFax My Account
  2. Click View Faxes
  3. Check the box next to each fax you’d like to tag
  4. Click Tags in the Message Center toolbar
  5. Under the Create Tag heading, enter a tag
  6. Click Save and OK to confirm
NOTE: Tags are not case-sensitive: HOUSE is the same as house.

Each time you receive a fax, eFax® Message Center scans your fax and identifies certain key words. Message Center then indexes those key words, allowing you to search for specific fax content.

You don’t need to do anything to index your faxes. They’ll be indexed automatically upon arrival and should be available for search within 5 minutes after receipt.

The following parts of your incoming fax will be scanned and indexed:

  • Fax Headers (To, From, Date, Subject, Caller ID)
  • Fax Attachments (Cover Page and Body of the received fax)

Yes! In the eFax® Message Center, you may search for keywords in the fax headers, fax documents, or any tags you’ve applied to your sent or received faxes. To search, simply type the keyword(s) in the Search box.

NOTE: Tags are not case-sensitive: HOUSE is the same as house.

To email a copy of a fax through eFax® Message Center:

  1. Log in to eFax My Account
  2. Click View Faxes
  3. In Message Center, locate and click the fax you’d like to resend, then click Email in the Message Center toolbar
  4. Fill out the email form with the recipient’s email address and click Send Email
NOTE: Your original fax will be automatically added as an attachment

Mobile Apps
Yes! The eFax Mobile App lets you view faxes right from your iPhone and iPad, and send faxes from your iPhone.

Download the eFax app at http://itunes.apple.com/us/app/efax/id399922064?mt=8 or log in to your iTunes account and search for eFax in the App Store.

Use the eFax App to view and manage your faxes directly from your iPhone or iPad.

To view a fax:

  • Start the eFax app and log in to your eFax account
  • At the Home screen, tap View Faxes
  • At your Inbox, tap an item to view the fax

Available on handsets equipped with a camera, the eFax® iPhone app lets you "scan" and fax items right from your phone with your eFax Plus® or eFax Pro™ account. Take a photo of an item you'd like to fax (documents, whiteboards, anything), and our advanced image processing technology allows you to send it as a full size fax.

To send a fax from the eFax iPhone App:

  • Using your phone's camera, take a photo of an item you'd like to fax
  • Start the eFax app and log in to your eFax account
  • At the Home screen, tap Send A Fax
  • At the Fax Builder screen, tap Photos
  • At the Photo Albums screen, tap the album containing the item you'd like to fax
  • At the Photo Library screen, tap the photo you'd like to fax
  • Repeat to add more pages (each photo is a page)
  • Tap Send
  • At the Send Fax form, type the recipient's fax number or tap + to select from your iPhone Contacts
  • Tap Cover Page to turn the cover page on or off, then if on, type cover page text
  • Tap Send to transmit the fax

Yes! You can search for faxes by entering keywords contained in fax text, or for tags you've applied to your faxes.

To search for faxes using the eFax iPhone App:

  • Start the eFax app and log in to your eFax account
  • At the Home screen, tap Search Faxes
  • At the Search screen, type the search text and then tap Search

Available on handsets equipped with a camera, the eFax® App lets you "scan" and email items right from your iPhone. Take a photo of an item you'd like to fax (documents, whiteboards, anything), and our advanced image processing technology allows you to send it by email

Billing/Costs

To view the eFax Plus® pricing, please click here.

eFax Pro™ pricing can be found on our Pricing page. Please note that eFax Pro™ is not available in all markets.

eFax® Free, eFax Plus® and eFax Pro™ plans include varying numbers of inbound fax pages. To view pricing details, please click here.

Outbound faxing is available with our eFax Plus® and eFax Pro™ plans. The cost to send an individual fax is calculated based on the recipient's location and the length of the document sent. To view all send rates, please click here.

Account Updates
  1. Open a web browser and go to www.efax.com
  2. Click My Account in the top navigation bar
  3. Enter your eFax® Number and PIN in the spaces provided

For example:

  • To log in using the US/Canada number +1 323 555 1234, type 13235551234
  • To log in using the UK number +44 (0)20 7555 1234, type 442075551234

To change your PIN:

  1. Log in to eFax My Account
  2. Click Update Account
  3. Click the Profile tab
  4. In the PIN section, click Edit
  5. Enter your Current Pin, the New PIN, and Confirm New PIN, then click Update

To retrieve a forgotten eFax® number click here.

To retrieve a forgotten PIN click here.

Your information will be sent to your email address.

By default, when you log in to eFax My Account the Home page displays. You can also choose to have the Message Center display at login.

To change the My Account page that loads at login:

  1. Log in to eFax My Account
  2. Click Update Account
  3. On the Profile tab, in the Default Home Page section, click Edit
  4. Select a home page option and click Update

To update your contact email address:

  1. Log in to eFax My Account
  2. Click Update Account
  3. Click the Profile tab
  4. In the Contact Email section, click Edit
  5. Edit your email address and click Update
Troubleshooting

If you aren’t receiving your faxes, check your eFax® Message Center Inbox.

  1. Log in to eFax My Account
  2. Click View Faxes
  3. Look in your Inbox folder
    • If messages DON’T appear, they were likely sent to the wrong fax number.
    • If they DO appear in the eFax Message Center Inbox, click Update Account, then in the Receive Email Address(es) section click Edit and verify your email address is correct. If so, your email provider may be blocking your incoming faxes or delivering them to your spam folder. Be sure to add eFax to your list of acceptable email addresses. As an alternative, add another receive email address.

If your eFax® number is working but a caller is unable to reach it, this may indicate a problem with the caller's phone service provider. Ask the caller to try dialing your eFax® number using an alternate phone service.

 

NOTE: We are unable to troubleshoot problems associated with a caller’s phone service.

 

A subject line of "x page(s) fax from unknown" indicates that the sender of the fax did not have a CSID (Calling Station ID) set on their fax machine or fax service.

Your eFax® number captures the sender’s CSID and not their actual fax number; consequently, a sender generally cannot be identified, unless their CSID and fax number are the same.

If you are in receipt of a junk fax, please take the following steps:

  1. If the fax contains a phone number, fax number or other contact information to "unsubscribe," please contact the sender and request to be removed from their list.
  2. If you are unable to "unsubscribe," you may submit the offending fax to us online using this form. We will attempt to prevent further transmission of junk faxes from the source.

We appreciate your patience and look forward to continuing to make the eFax® experience a positive one for you.

123mail.net/myefaxemail

123mail.net is a free email service available with eFax Plus® and eFax® Pro accounts. To access 123mail.net from your eFax Message Center:

  1. Log in to eFax My Account
  2. Click View Faxes
  3. Click the My eFax email in the Message Center title bar to automatically access your 123mail account

Update your 123mail account and profile information by accessing your 123mail account and clicking the Options icon. Choose one of the following links to update your account profile and settings.

 

Your Information

  • Personal Information: Change the Name, Email Address, and Signature that people see when they read and reply to your email.
  • Location: Change your Location-Dependant Settings, such as Time Zone and Language.
  • Mailbox Settings: Change Message Display options, such as the number of messages displayed per page, default sorting options, etc.

Mail Management

  • Mail Previews: Configure Mail Preview options

Other Options

  • Calendar: Change your Default Calendar View and set other options here.
  • Message Composition: Customize your Default