| General Information |
 | What is OneSuite Fax? |
 | OneSuite Fax is our premium add-on service for Internet fax. The service is available in two tiers: OneSuite Fax Basic is a fax-to-email service where you can get an inbound fax number and receive unlimited fax. It’s a feature that you can subscribe for $1.00 per month under your OneSuite account. OneSuite Fax Plus further provides outbound fax capability, in addition to unlimited inbound fax, at $2.95 per month. |
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| What is the difference between OneSuite Fax Basic and OneSuite Fax Plus? |
| OneSuite Fax Basic is a fax-to-email service for unlimited inbound fax. OneSuite Fax Plus is our fax-over-IP service, which enables you to send and receive fax anytime, anywhere. You have the option of subscribing to two fax numbers with different area codes. Register up to 5 fax-to-email addresses for each fax number. You may also set up multiple fax settings such as delivery confirmation, customized cover-sheets, fax phonebook, broadcast fax, etc. |
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| Will I be able to select my OneSuite Fax Number? |
| We give you the freedom of selecting your own area code during OneSuite Fax sign-up. However, if the area code you want is not avaialble, you may fill out an area code request form and we'll try our best to process your request. |
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| Do I get a toll-free number for OneSuite Fax service? |
| No. OneSuite Fax numbers are not toll-free. Our pool of numbers consists of local numbers. Depending on where the fax is originated, a long-distance charge may apply when the sender dials the OneSuite Fax number. However, there are no charges to your OneSuite account for inbound fax. |
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| How does OneSuite Fax Basic work? |
| When someone sends you a fax to your OneSuite Fax account, OneSuite converts it to a ".pdf" file, then forwards it as an attachment to the e-mail address of your choice. Simply open the file to see it. |
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| How does OneSuite Fax Plus work? |
| In addition to OneSuite Fax Basic capability of receiving unlimited fax (please refer to the answer above), you can further send faxes over the Internet with OneSuite Fax Plus. When sending fax, simply open our Internet fax program, OSFX, select a cover sheet if desired, insert the documents, and enter the destination number or choose the recipient from the phonebook, then hit “send.” It works very much like how you would send an email online. |
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| How do my faxes appear on my e-mail? |
| Your faxes arrive as .pdf attachments in the e-mail. You would need to download Adobe Acrobat Reader to view the attachment. |
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| What if someone faxes me a picture? |
| Like other faxes, a photo is forwarded to your e-mail account as an attachment and appears as a PDF file format. |
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| How can I be sure of the privacy of my faxes? |
| Your privacy and security are a top priority for OneSuite.com. Your fax history is stored for 30 days and only for troubleshooting purposes. Only authorized personnel are allowed access, should there be any need to investigate problems encountered with OneSuite Fax. |
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| How long do my faxes remain in your system? |
| Your faxes remain in our system for 30 days for troubleshooting purposes only. The faxes are removed from our system after so. |
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| What happens to my OneSuite Fax number when my account balance remains zero or negative for a period of 30 days or more? |
| OneSuite Fax service may be automatically deactivated 30 days after the account reaches zero or negative. You may lose your OneSuite Fax number(s) once your OneSuite Fax subscription is removed. |
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| Can anyone send me a fax? |
| Yes. Anyone can send a fax to your OS Fax number. Senders do not need to be OneSuite Fax subscribers. |
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| Can I have more than one OneSuite Fax Plus number? |
| Yes. You may subscribe to a second fax number, with a different area code, for just an additional $1.95 per month. The second fax number may also have 5 fax-to-email addresses. |
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| Can I use OneSuite Fax Plus outside of U.S. to send fax? |
| Yes, you can send fax anywhere in the world, as long as you have Internet access. The simple rule of thumb is to enter the destination number as if you are dialing from the US. For faxes with international terminations, enter 011 + country code + area code + destination number. For faxes with U.S. terminations, simply enter 1 + area code + destination number. |
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| I am currently a OneSuite Fax Basic user. Can I upgrade to OS Fax Plus to send fax via Internet? |
| You may upgrade to OneSuite Fax Plus, provided your account has a positive balance at the time of upgrade. Simply log into My A ccount, go to OneSuite Fax, and click on the Upgrade button. The upgrade process may take up to 2 hours to complete. You may then download OSFX, our outbound fax program, and start sending faxes anytime, anywhere. |
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| Can I keep my fax number if I upgrade to OneSuite Fax Plus? |
| Yes. You will keep the same fax number when you upgrade to OneSuite Fax Plus feature. |
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| When will more features be added to OneSuite Fax? |
| We are constantly developing new features for our OneSuite Fax service. Please check our home page regularly for information on any upcoming or new services. |
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| How do I discontinue OneSuite Fax service? |
| Please send your request via email to support@OneSuite.com or call our toll-free customer service number at 1-866-417-8483. Our customer service representatives will remove this service from your account immediately upon receiving your request. |
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| Receiving Fax |
| How do I know when I've received a new fax? |
| Your faxes are sent to your designated fax-to-email addresses. Simply check your e-mail to see any new faxes from OneSuite Fax. The subject line of your email will be "Fax Received From (Fax Number) – No. of Pages Received: #." |
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| How many faxes can I receive at a time? |
| OneSuite Fax allows for unlimited inbound faxes at no additional charge. However, your e-mail account may have a maximum file size and a maximum storage capacity for incoming mail. These maximums, which vary from provider to provider, determine how many messages you can receive and how many you can store in your inbox. |
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| What is the largest fax size I can receive? |
| OneSuite Fax has no size limit for inbound fax. However, your e-mail account provider may have a smaller maximum file-size, in which case such limit will determine the largest fax size you can receive. |
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| Can I register more than one fax-to-email addresses for incoming fax? |
| OneSuite Fax Basic allows for only one fax-to-email address. You may update the email address at any time on My OneSuite Fax page under My Account.
If you are a OneSuite Fax Plus user, you may register up to 5 fax-to-email addresses with each fax number. Update your email information on My OneSuite Fax Features page. |
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| How do I open my faxes? |
| Opening faxes through your email: - Log into your email account.
- Open the email message from OneSuite Fax.
- Double-click on the attachment.
- If you are using an email client, such as Outlook or Outlook Express, please double-click on the attached file to view your fax.
- If you use a mail program, such as AOL or CompuServe, you may be asked to save the file to a directory before opening it.
If you are using a web client, such as Yahoo! or Hotmail, please refer to your email provider’s online help section for more details on how to open attachments. |
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| Sending Fax |
| What program do I need to send fax? |
| You will need to download OSFX after you subscribe to OneSuite Fax Plus. Currently, OSFX only operates on Windows PC. We are working on supporting Mac and Linux PCs in the near future. |
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| What is OSFX? |
| OSFX is an Internet fax software that offers the freedom and convenience of sending fax from your desktop computer or PC. For more technical or setup details, please go to Download and Set-up or Troubleshoot section. |
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| How do I know if I have sent fax successfully? |
| When you send a fax, you will receive a delivery confirmation email from "OneSuite Fax" in your registered email. A copy of the fax message will be attached as a .pdf file to the email notification. |
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| Can I change the delivery confirmation email address? |
| Yes. By default, delivery confirmation of successful and failed faxes is sent to your OneSuite registered email address. However, you may change the forwarding email address on My OneSuite Fax Plus page under My Acounct. |
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| Can I turn off delivery confirmation feature? |
| Yes. You may turn off the feature anytime. Please go to My OneSuite Fax Features page under My Account. |
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| What is the largest fax size for outbound fax? |
| OneSuite Fax allows for 100 pages at a time. However, transmission may be canceled if submission is not completed within 180 minutes. |
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| Why is the transmission canceled? |
| The transmission will be canceled if the file submission is not completed within 180 minutes. |
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| Can I send fax to multiple recipients? |
| Yes. This feature is called “broadcast fax.” With OneSuite Fax Plus, you may simultaneously send fax to multiple recipients. To do this, please refer to "Phone book groups" under "Managing your contacts" section in OSFX help guide. |
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| How do I enter an international fax number? |
| Enter the number just like making an international call from U.S. or Canada. Dial 011 + country code + area code + phone number. |
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| Do you re-send failed faxes automatically? |
| Yes. With OneSuite Fax Plus, failed faxes are automatically resent with 3 attempts, with every attempt taking place every 5 minutes. Note that only the failed fax pages will be resent. For example, in a case where a transmission of a 20-page fax fails on the 15th page, OneSuite Fax Plus automatically resends the 15th and the following pages. |
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| What file types are supported by OSFX outbound fax? |
| The following attachment file types are supported by OSFX:
Adobe PDF
Encapsulated PostScript (EPS)
Lotus Word Pro
PC Paintbrush (PCX)
Enhanced Metafile (EMF)
Portable Network Graphics (PNG)
HTML
Microsoft Excel
Microsoft PowerPoint
TIFF
JPEG File Interchange Format
Microsoft RTF
Lotus 1-2-3
Lotus AMI Pro
Microsoft Visio
Lotus AMI Professional Write Plus
Microsoft Windows Bitmap (BMP)
Microsoft Word
Other
Note: Supported file types by OSFX vary with every PC, depending on the programs installed in your computer. The general rule is, any printable documents can be OSFX attachments. T o check if a specific file type is supported by OSFX, go to Windows Explorer->Tools->Folder Options->File Types and choose the extension of the file (e.g. XLS). Click on the 'Advance' tab. If “Print to” is listed, it means the file with that specific extension can be sent through OSFX. |
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| Billing |
| How am I billed for OneSuite Fax Basic? |
| There is a nominal fee of $1 per month, billed through your OneSuite account. |
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| How am I billed for OneSuite Fax Plus? |
| The nominal fees and outbound fax charges will be directly deducted from your OneSuite Account. For outbound fax, each transmission is recorded in My History with the corresponding number of pages successfully sent. For example, if you broadcast a 2-page fax to 5 groups comprising 5 recipients each, your fax history will show 25 transmission records, with each entry billed for 2 pages separately. |
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| How much am I billed for OneSuite Fax Plus subscription and a secondary OneSuite Fax Plus number? |
| Subscription to OneSuite Fax Plus entitles you to a primary number. A nominal fee of $2.95 will be billed on your OneSuite a ccount per month. Should you decide to subscribe to a secondary OneSuite Fax Plus number, a nominal fee of $1.95 will be billed separately on your OneSuite account per month. |
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| How much does it cost to receive a fax? |
| OneSuite Fax subscribers, whether Basic or Plus, can enjoy unlimited inbound fax with no additional charge. |
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| How much does it cost to send a fax? |
| Outbound fax is charged on per-page basis, which is equivalent to our per-minute local access rate. Please click here to check our fax rates. |
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| Will I be billed for failed faxes? |
| No. You will only be billed for pages that are successfully delivered. In cases where the total number of pages did not completely go through, the system will only charge for the number of pages that were successfully sent. |
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| Can I view my outbound fax charges? |
| Yes. Please go to My History to view your outbound fax charges (both failed and successfully sent faxes) in the past 90 days. |
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| Sign-up and Service Subscription |
| How do I sign up for OneSuite Fax? |
| Since OneSuite Fax is a subscription-based service in addition to the OneSuite Long Distance service, you’ll need to sign up for a OneSuite Account first. Then, you can subscribe to OneSuite Fax from “my account.” |
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| Can I have an old fax number back? |
| Yes. You may retrieve a fax number you had previously owned, provided that the reactivation request was made within 90 days from the cancellation date. A one-time fee of $2.95 for each fax number retrieved will be charged. Please call our toll-free customer support at 1-866-417-8483 for assistance. |
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| When will I be charged the monthly fee for a retrieved number? |
| If the retrieved number is the Primary Fax number, the monthly fee will be charged a day after the retrieval date. On the other hand, if the retrieved number is a secondary fax number, the monthly fee is charged on the same day the Primary Fax number is billed. |
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| Can I change my OneSuite Fax Plus subscription to Basic? |
| Yes. If you do not want to keep your OneSuite Fax Plus account and wish to subscribe to OneSuite Fax Basic service, please call our customer support at 1.866.417.8483. Our customer service representatives will process your service downgrade request immediately, provided that the request is made within 90 days of OneSuite Fax upgrade or sign-up. The process may take up to 2 hours. |
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| Do I get to keep my fax number if I request to downgrade my OneSuite Fax Plus subscription? |
| Yes. You will keep your primary OneSuite Fax Plus number. Your secondary OneSuite Fax number will be removed. |
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| Download and Set-up |
| How do I download and install OSFX? |
| To start sending fax, follow the procedure enumerated below : - Download the OSFX software installer by logging onto My Account and going to the Download Center.
- Click on ‘Download’ and run the installer. Simply click on "Next", check "I accept the license agreement" option, and keep clicking "Next" until "Finish." Then click "Finish."
- When installation is finished, open your Start menu and click Programs > OneSuite Fax > OneSuite. This will start the OneSuite OSFX software.
- After initial download of OSFX, the user ID and password must be set before use. Your OSFX username is "your OneSuite account username@fax.onesuite.com." To locate your OSFX password, please go to OneSuite Fax Summary page under My Account.
For step-by-step instructions, please click here. |
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| What platforms are supported by OSFX? |
| OSFX supports the following programs: Windows XP, Windows 2000 SP4, Windows 2003, Windows 2008, and Windows Vista. |
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| I am getting an error that my password is incorrect? |
| Please check if you have accidentally changed your password. Once OSFX is launched, open User Settings under the File menu bar. You will need to enter your OneSuite username@fax.onesuite.com and OS Fax password into the following box.
You can retrieve your OneSuite Fax Plus password by clicking on “Retrieve your password here” in Download Center. Please be sure to enter the OneSuite Fax Plus password as exactly appeared on the page, then hit “ok.” Your OSFX will be updated and ready for use. |
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| Can I personalize my password? |
| No. The OSFX password is system generated. |
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| OSFX Features |
| Cover Sheet Editor |
| What is the Cover Sheet Editor? |
| It allows users to compose fax cover sheets. A selection of preformatted cover sheets is provided. Variables that are resolved at send time (sender name, company name, address, telephone and fax numbers, etc) can be added to any cover sheet. |
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| Where can I locate the Cover Sheet Editor? |
| After you’ve downloaded and installed OSFX, go to My Computer>Local Disk>Program Files>OSFX. You’ll see the Cover Sheet Editor icon. Please click to open the program. |
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| Phonebook |
| What is the Phonebook? |
| OneSuite Fax Plus has a separate phonebook which allows you to organize and group fax recipients for easy selection in OSFX. Please refer to "Managing your contacts" section in OSFX help guide. |
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| What information is found in the Phonebook? |
| The phonebook displays a recipient's contact information in 4 columns: last name, first name, company, and fax number.
You can select any column heading as the sort key. For example, the default sort key is the last name, in ascending order. If you wish, you can select fax number, company, or first name as the sort key. Sort order can be ascending or descending. |
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| Can I import external data source or existing address book from email client into OSFX phonebook? |
| Yes, you can import your address or contact list from email clients such as Outlook Express, as long as you save it under a .csv text file or Microsoft Excel file. Other possible external data sources are:
- Borland Dbase III, IV, and 5
- Microsoft FoxPro 2.0, 2.5, 2.6 and 3.0
- Corel Paradox 3, 4, and 5
- Symantec ACT!
- Microsoft Access (including Access 2007)
- An ODBC-compliant (Open DataBase Connectivity) data source
- Microsoft Excel 3.0, 4.0, 5.0/7.0, 97, 2000, XP and 2003
- A comma separated value (.csv) text file. In a text file data source, the values are delimited by commas.
- XmediusFAX Phone Book
- LightningFAX Phone Book
Step-by-step instructions on importing external data source are available in the OSFX Help Menu. |
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| Troubleshoot |
| Can I change my incoming fax file format? |
| No. Your faxes arrive as .pdf attachments in the e-mail. You will need to download "Adobe Reader" to view the attachment. |
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| Why are my received faxes difficult to read? |
| The fax message you receive is identical to what was sent by the sender. If the quality of your fax is poor, the problem is likely on the sender's end. Please have the sender resend the fax using a higher resolution setting on their fax machine, such as Photo Mode. |
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| Someone sent me a fax. Why haven't I received it? |
| There are a few reasons you may not be receiving your fax messages: - Your email provider is experiencing problems: Occasionally, your email provider can experience problems sending certain files through to your email. Because your faxes are sent to your email as attachments, this may cause a problem with delivery.
- The sender has the wrong fax number: Occasionally a sender makes the mistake of sending to the wrong fax number. If you have not received a fax you were expecting, please have the sender check the number and try again.
- Your OneSuite account balance is insufficient: You cannot receive fax if your balance is zero or negative.
- Your OneSuite account is expired: If your account has expired, you will also not be able to receive fax. Please recharge your account immediately.
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| Why is my OneSuite Fax number busy or not answering? |
| If someone is unable to send faxes to your OneSuite Fax number, please make sure that the sender is dialing the correct number and they are prefacing the number with the required dialing codes. If your OneSuite Fax number is working but a particular caller cannot reach you, it is possible that the caller has a problem with their local or long-distance phone carrier. If all else fails, dial the number yourself. If you can connect to the number, anyone should be able to connect and send you fax.
If your number is unreachable from all areas, we may be experiencing a temporary problem. It is likely that our Operations team has already been made aware of the issue and you can expect it to be resolved shortly. However, if you are experiencing a prolonged outage, please call our customer support team at 1.866.417.8483 or email us at support@onesuite.com. |
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