Below is a list of Frequently Asked Questions

What do I need?

All you need is your own personal Fax2Email number, email address, web browser and access to the internet.

How does it work?

MyFax2Mail – FoneWorx South Africa will allocate you a personal FAX number and link this number to your e-mail address. When a FAX is sent to your number, the FoneWorx FAX server platform answers the Fax and then converts it into PDF or TIFF format. This attachment is then delivered to the e-mail address that you used when you registered for the Fax2Email service. Web2Fax/Email2Fax – There is no subscription fee. All you need to do is load funds onto your existing account. You can then send faxes to any destination in the world via Web2Fax/Email2Fax. The FoneWorx online faxing service is a complete end to end solution which gives you the added value of not needing a fax machine or fax line saving you time and money.Tip: In addition to having an online faxing solution and should you ever require the need to scan a document, simply have it faxed to your own number and receive a scanned copy in your e-mail inbox.

How long does it take for me to send or receive my FAX?

Once your FAX has been answered on the FoneWorx Enterprise Fax Server Platform, the delivery process takes only 2 minutes once the FAX is processed. However this is dependent on your e-mail service provider or administrators quality of service.

How will I know when my registration has been completed and my Fax2Email number allocated to me?

You will receive a SMS and an e-mail from FoneWorx advising you of your FAX number. You will receive a further SMS and e-mail once your FAX number has been activated and ready to receive FAX transmissions. If you have funds in your Web2Fax/Email2Fax account this can be also be used immediately to send fax’s.

What does it cost?

There are 2 options for Fax2Email – Free Fax2Email – which is a 086 number that is linked to your email address. Subscription Fax2Email - is a (011) number that is linked to your email address. The cost for an individual user is R150 for a 6 month subscription and R250 for a 12 month subscription. Web2Fax/Email2Fax – Rates for sending to all destinations can be seen on the website and can be amended from time to time. Free Fax2Email / Fax2Email – You will be allocated your own personal Fax2Email number at no cost. The person (the sender) who sends a fax to your number (the receiver) will be charged the Fax2Email tariff per minute. There are no costs for you to receive a fax i.e. sender pays, and you receive for free.

What file formats can I send with Web2Fax/Email2Fax?

You will be able to send all word, excel, text, pdf & tiff documents. As many pages as you want but not larger than 500kb each and up to 5 different documents at any time.

How will I know if my fax was sent successfully using Web2Fax/Email2Fax?

A confirmation email will be sent to you. You can also log onto your profile to view the transaction history of all faxes sent.

What is Secure Fax?

Secure Fax is a benefit where you can receive encrypted, password protected documents. You can have all your faxes sent via secure fax, or only activate this function when you are expecting a confidential or content sensitive fax. To activate secure fax, simply change the format in which you receive your current faxes from PDF/TIFF to Secure Fax. This is changed in the “My Profile” section using the drop down box under “Fax2Email Settings” Once the fax is sent to you, you will receive an email notification with a security code. Log onto the website, using your username and password and click on secure fax. Then use this code to unlock your fax and access the document.

How long will faxes be stored in secure fax?

30 Days. Once you unlock your fax we will store it for 7 days. You can at any time print, email or save the document during this period.

What happens to my FAX number if I do not renew my subscription in time?

If you do not renew your subscription on the due date, your FAX number will continue to answer any Faxes sent to it. These Faxes will however not be delivered to your e-mail address until the subscription fee has been paid. Faxes received will also only be kept for 7 days until they are automatically deleted by the servers. So it is important to ensure that your renewal payment is received by FoneWorx no later than 7 days after the due date. Should you ignore further payment request notifications, your FAX number will be withdrawn from use after 30 days and you will have to re-apply for a new Fax2Email number. All funds in your Web2Fax/Email2Fax account will be forfeited. In order to continue to use the Foneworx Fax Services you will have to renew your subscription TO ONCE AGAIN SEND OR RECEIVE FAXES.

What if I change my e-mail address which is linked to my FAX number?

Call our customer care number or send an e-mail to receive prompt attention. Changing your e-mail address will not mean a delay in receiving Faxes to your new address, changes made are instantaneous. You could also LOG IN TO YOUR PROFILE AND CHANGE IT ON THE PORTAL

Someone said they sent me a FAX which I never received, how do I check on this?

Call our customer care number or send them an e-mail and they will be able to give you a complete list of Faxes received. If the FAX was received by the FAX Platform but not delivered to your e-mail address for some unusual reason, the operator can resend your FAX to you. Please note our support staff cannot read the content of any Faxes on the system.

Are my FAXES received kept confidential?

No one at FoneWorx can access your FAX documents as all Faxes are kept encrypted until they leave our servers and are then in the control of your e-mail service provider.

My PC crashed or was stolen, can I recover my Faxes from the FoneWorx servers?

FoneWorx only keeps encrypted copies of Faxes on their servers for 7 days after which they are systematically deleted, therefore you can only recover Faxes that are less than 7 days old.

I want to subscribe to more than one FAX number for my business. How do I do this?

Call Customer Care and they will ensure that a corporate executive contacts you to ensure that you get the very best service and the deal that’s right for your business.

      • During business hours and based on payment being received by FoneWorx, your FAX line can be operational within 2 hours.
      • FoneWorx has a fair use policy of 100 FAX transmissions per month per subscriber. If this is exceeded FoneWorx reserves the right to levy additional costs per transmission received thereafter.

If you need to send a printed document with your Web2Fax/Email2Fax account, you will have to scan it into your computer first and then send it.

How to send a fax using Email2Fax

        • 1) Your Billing Information will be determined by your email address which appears in the Email2Fax From image section of your email.
        • 2) Open up a new email
        • 3) Enter the recipient’s fax number into the “To” field, followed by i.e.
        • 4) To send to multiple fax numbers, each destination needs to be separated with comma (,)
        • 5) In the subject field of the email, please enter the name of the person for whom the fax is intended, followed by any message in the body of the email.
        • 6) Attach the documents which you wish to send to the recipient. Once all the documents are attached, click the SEND button. Note that files with the following extensions only are accepted: .doc, .docx, .xls, .xlsx, .txt, .rtf, .odt, .ods, .pdf, .html
        • 7) The fax will be sent to the chosen recipient.
        • 8) Please note: We recommend the total file/s size not exceed 2.5MB. However, your internal server restrictions may be less than suggested

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