1. How do I change my username/password?
You can change your username and password at anytime to securely fax by Internet and protect your account. To change your password, log in to your account with your username and password. Once you have logged in, click TrustFax and then click the Settings icon located at the top of the screen. Click the "General Settings" tab and enter your new username and/or password as desired.
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2. How do I enable Sender Policy Framework (SPF) which is required to send faxes by E-Mail?
Note: The SPF requirement only affects sending faxes through E-Mail. You can still send faxes using the website or our fax apps regardless of SPF status.
If you:
If you attempt to send faxes by E-Mail your faxes will fail if your email is not SPF enabled. Note: If you use the following email domain service providers, you should likely already be set up with SPF enabled
Gmail.com | Comcast.net | Bell.ca |
Yahoo.com | Amazonses.com | Mail.com |
Hotmail.com | Me.com | Ziffdavis.com |
Aol.com | Msn.com | Pcmag.com |
Yahoo.co.jp | Verizon.net | Extremetech.com |
Outlook.com | Outlook.jp | Geek.com |
Icloud.com | Live.com |
The SPF requirement protects against someone spoofing your E-Mail address(es) It also adds another layer of security against phishing attacks and spam E-Mail.
Here's a short video explaining how SPF works: https://youtu.be/WFPYrAr1boU
For more details on enabling SPF, see:
Note: As an alternative solution, you may also add a Gmail account to your list of eligible send email addresses.
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3. I forgot my username/password.
If you ever forget or misplace your username and password for your account you may request it in writing by sending an email to [email protected]. Please provide information in the
email that will help us identify your account, such as the Account ID, company name, primary account holder, and/or fax number assigned to the account. Once we receive your request, the correct username and password information
will be sent to the email address that is on file for the account’s primary contact.
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4.
How do I update my credit card information?
To update your credit card information, log in to your account and click on the "Billing" icon. Then click on the "Update credit card information" link. You will
see the credit card(s) you have on file. You can add additional cards that will be used if your primary card fails.
To add a new card, select "Add Additional Card" at the top of the page. To edit an existing card, click
the "Edit" button next to the card. Our system requires that active accounts have a valid credit card on file. In order to delete the existing primary card, you will first need to add a new card and select "Primary".
The "Update Card" or "Add Card" buttons will not be active until you have entered the required information. Once you have submitted the form, you should see the updated card information, letting you know that your update was
received.
Please note: We do not accept Discover cards.
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5. How do I view my monthly
invoices?
At the end of each month, TrustFax will bill your credit card for any charges incurred during that month. Once your invoice is available for viewing, you will receive an email notification. To view a list of invoices posted
to your account, log in to the TrustFax website at www.efax.com/trustfax and click on the Billing icon located at the top of the screen. Then choose the View Invoice List option. You
can click on any one of the invoice numbers listed to view itemized charges for that billing cycle.
When viewing the invoice online you can also use your browser’s "Print" function to print a hard copy for
your records. Please note that on all Corporate Plan accounts, only the Account Administrator’s login has access to this area.
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6. How do I send a fax by
Internet via email?
Sending a fax by email is easy. Just enter the destination number address as follows: destinationfax#@trustfax.com, where destinationfax# is the number you wish to fax to. For example, if you are faxing to someone
at 555-777-8888, you would address the email to [email protected] Then, simply type a message in the body of the email (optional), attach any documents for faxing, and hit send.
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7.
How do I send a fax by Internet via the TrustFax Web site?
You can send a fax via the secure
online interface by logging in to your TrustFax account with the username and password for your account. Once you have logged in, click the TrustFax link, followed by the TrustFax icon located at the top of the screen. Complete the online
form and upload the files that you wish to fax by Internet. When you are finished, hit the Send Fax button. If you need assistance during each step, Help areas are available throughout the Send Fax page.
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8. I sent a fax from my email,
but it didn’t go through.
To fax by Internet via your email account is made possible only when your email address is linked to your designated TrustFax account. If the sending address is not linked, you will receive
an email notification indicating this error.
You can specify any number of senders on your account. To add new email addresses to your approved list of senders, log in to your account at www.efax.com/trustfax.
Then click on TrustFax, followed by the Settings icon located at the upper right-hand corner of the screen. On the Outbound Settings tab, add the email addresses to your list of Valid From Email Addresses and click on Update Outbound
Settings when finished.
All approved senders on this list will be able to send outbound faxes from their email address using your TrustFax account.
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9. Someone sent me a fax but I
didn’t receive it.
If a fax is not being delivered to your email address for any reason, you can also view it by logging in to your account via the TrustFax website at www.efax.com/trustfax with your username and password. If you do not know your username and password, you may request it in writing by sending an email to [email protected]. Please include your name, company
name and client ID so that we can identify your account.
Once you have logged in to your account, click TrustFax and then select your Inbox to view incoming faxes. If the fax does not appear in your web inbox, our system
has not received it. Often this is due to a misdialed or improperly programmed fax number. Please verify that the sender is using your correct fax number.
Faxes that appear in the web inbox, but not in your email inbox, may have been blocked from delivery by a spam filter or other security software. Please allow delivery for all emails from trustfax.com.
If you
need to change the designated email address for where your incoming faxes are received, please update your General Settings on your account within the TrustFax web interface. Log in to your account, click on TrustFax and then click
the Settings icon at the upper right- hand corner of the screen. Within the General Settings tab, you can change the primary email address for delivery. Click Update General Settings when you are finished.
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10.
I am not receiving confirmation of faxes being sent from my
account.
If you are not receiving confirmation of faxes that have been sent, check to make sure the account settings are set up properly for your account. By default, we will send a notification after your fax has been completed
and again if the fax transmission failed. You can conveniently control the type and frequency of incoming email notifications that you receive within the Account Settings area of the TrustFax website.
To manage notification
preferences for your account, log in to your account at www.efax.com/trustfax, click on TrustFax, and then click the blue Settings icon at the upper right-hand corner of the screen. Under
the Outbound Settings tab, set your Email Notifications preferences. Click Update Outbound Settings at the bottom of the page when you are finished. All notifications will be delivered to the primary email address associated with
your account. You can also change the primary email address at any time under the General Settings tab.
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11. My account was
suspended, and I need to reactivate it.
If you have logged in to the website and are getting a notice stating that your account is on hold, the reason is usually due to an expired or declined credit card.
To update your
credit card information, login to your account and click on the "update" link under "Service Type". Then click on the "Update credit card information" link. You will see
the credit card(s) you have on file. You can add additional cards that will be used if your primary card fails.
To add a new card, select "Add Additional Card" at the top of the page. To edit an existing card, click
the "Edit" button next to the card. Our system requires that active accounts have a valid credit card on file. In order to delete the existing primary card, you will first need to add a new card and select "Primary".
The "Update Card" or "Add Card" buttons will not be active until you have entered the required information. Once you have submitted the form, you should see the updated card information, letting you know that your update was
received.
We will reactive your account and send an email confirmation within 1 business hour of the update.
We value your business, and hope you act quickly to re-activate and keep your account with us.
Thank you for your prompt attention to this matter, and using the fax by Internet solutions offered by TrustFax.
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12. How do I set up my
account once I have signed up to fax by Internet via the
TrustFax service?
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13.
How much does the TrustFax service cost?
Monthly Plan Fee: $12.99/mo
Annual Plan Fee: $129.90/yr
300 free Inbound/Outbound pages per month
Overage rate: $0.10 per page
Note: Included pages only apply to faxes
sent/received within the U.S. and Canada. International faxes are billed in 60-second increments according to TrustFax’s current International rates. Please contact
us to get current international rates.
Storage fees: There are no storage fees for faxes stored less than 30 days in the web inbox. Any fax stored in the web inbox after 30 days will be charged a $0.00 per fax, per month. To avoid
storage fees, set your account preferences to automatically delete faxes after 30 days.
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14. What file types may I
fax by Internet via TrustFax?
TrustFax supports the following file types:
Adobe® Acrobat® PDF
Group 3 TIF Image
Microsoft Word
Microsoft Excel
Microsoft PowerPoint
HTML
Plain Text
Rich Text Format (RTF)
Graphic Interchange Format (GIF)
JPEG
Portable Network Graphic
(PNG)
Access Snapshot (SNP)
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15.
I’m having problems viewing TIFF files from Windows XP
(can't open file or only 1 page is visible). What should I do?
If you have problems viewing TIFF faxes from Windows XP, it is most like due to an incorrect file association in the Windows system. Common problems include not being able to view all pages of the fax or open the file
at all.
To correct this error, Windows needs to know which software to use to open the file. Most computers come equipped with a built-in viewer called the Windows Picture and Fax Viewer. Using this viewer, you will need to
perform the following steps:
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16.
I’m having a problem opening TIFF files with QuickTime.
The QuickTime player will try to open the .TIFF file which it can't display properly. You should use another image viewer (see article above). Here are the instructions
on how to disable QuickTime from opening .TIFF files:
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17.
How do I disable the coversheet?
Log in to your account via the TrustFax web interface with your username and password. Once you have logged in to your account, click the TrustFax link and then the Settings icon located at the top
right-hand side of the screen. Click the General Settings tab and then un-check the box that says Include a cover page with each fax? to disable the cover page.
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18. How do I cancel my
TrustFax account.
In order to cancel your TrustFax account, email [email protected]. If you cancel your account you will not be able to send or receive faxes with your current fax number.
Be sure to notify anyone who might be using your fax number to send you faxes.