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Fax to Email
Frequently Asked Questions
Need further assistance ? Speak with a member of our team

General Questions

1How can I sign up for a fax to email service?

Opening your fax to email account is simple. All you have to do is sign up online by clicking the "Sign Up" button. After that, you will be redirected to a page where you need to fill all the required details and eventually set up your account.

Your account will be set up within 24-48 hours once we receive your details and order. You will receive a paid invoice confirmation from us via email and can finally start using your new virtual office services.

If you cannot sign up through our online checkout, you can sign up by contacting us via telephone or email

sales@firstcallvirtualoffice.com
2What is the contract length?

Our terms and conditions are flexible and always in favor of our clients.

Our virtual office service plans start from 2-months only. However, if you wish to cancel the service(s), we require a full calendar month notice sent on our email:

info@firstcallvirtualoffice.com.
3What type of support can I expect from you?

At FirstCall, we take pride in ensuring the best customer support. With teams of customer service reps trained to help you or assist you with our latest equipment and software, setting up a virtual service or any other service of ours is made easy.

We will answer every single question you may have and assist you during every phase. Our passion and commitment to every single client does not go unnoticed - in fact, those are the qualities of our exceptional service.

4How long does it take to set up my fax to email account?
It takes approximately 24 to 48 hours on average to set up your account, once you have made your payment and completed the registration process via phone or email.
5What is the setup deposit for?

We take a 1-month service charge deposit for any monthly account made on our platform, which is refundable upon cancellation.

This is only to ensure that you meet our monthly terms and conditions - as we don't require a deposit for the annual accounts.

6Are there any setup charges?

There is a small setup charge for each service.

However, signing up annually and receiving 2 months of services for free certainly tops it out. Just like our current Virtual Office promotions which can be seen on this link.

7Can I change my subscription/plan from monthly to yearly?

You can change your monthly plans to an annual one and even receive 2 months free for it. That means you will only pay for 10 months, yet receive 12 months of service. To redeem this offer, please email your request at info@firstcallvirtualoffice.com including your company name and the service you need.

We will make sure to reply in the quickest time possible, giving you a pro-rate invoice for the upgrade in which you will receive a confirmation of your upgrade.

8How do I reinstate my lost services?

Just email our admin team at info@firstcallvirtualoffice.com with your company name, contact details and the services you'd like to reinstate. As soon as we get your email, we will reactivate your account and confirm if there are any outstanding payments or missing/expired ID documents.

Please take into account once we disactivate your account, your allocated number might be given to another client, so you might have to select a new fax 2 email number

Once you make the relevant payment or verify the new ID documents, we will resume your services.

9How can I cancel the service?
We require you to notify us 1 month prior to your cancellation on your monthly account. If you wish to cancel your annual account, you can only do that at the point of the standard renewal date (the date it expires).
10What are the costs of a virtual office? Are there any hidden costs I should know about?
Our pricing policy is fully transparent, featuring NO hidden costs or additional fees. There is only one fixed cost - your monthly virtual office fee. For any additional services, we reserve the right to charge by usage or service accordingly.

Fax to Email Questions

1

Requirements

The first thing to do before using our fax to email service is to sign up online or via phone or email. As soon as you complete the process, there will be spaces for 4 email accounts which you can add and confirm in order to receive fax to your email accounts. In case you need more than 4 email addresses to add for your fax to email service, contact us at info@firstcallvirtualoffice.com

Sending Your Fax

We are using the number 22222 in this example of how sending your fax works.

1.You need to create a new mail address

2.You need to address your email to the number you want to send your fax to, including @fax.firstcallvirtualoffice.com. So, in our example the email will be addressed to 22222@fax.firstcallvirtualoffice.com.

3.If you are sending fax internationally, you need to add 00 followed by the country code prior to the address. In our example with the 22222 number, the fax address will be 0022222@fax.firstcallvirtualoffice.com.

4.There should not be any spaces or any other sort of punctuation in the number

5.You need to attach the documents that you want to fax

6.You click on 'Send' and the fax is sent

What To Do After You Click 'Send'

After you have sent the email with the fax, our teams at First Call will keep you informed on the fax transmission progress. As soon as we accept your fax we will email you, and then update you with a further message once the fax transmission is successful.

Can anyone else send faxes using my account?

If you want to add more than one email address that is permitted to send from your account, contact us at info@firstcallvirtualoffice.com.

How do I add fax credit to my account?

The monthly fax to email subscription gives you up to 1,000 inbound points included. Above this limit, we charge on a pay-as-you-go basis, where inbound faxes are priced £0.5 per page and outbound ones £0.8 per page.

Requirements

The first thing to do before using our fax to email service is to sign up online or via phone or email. As soon as you complete the process, there will be spaces for 4 email accounts which you can add and confirm in order to receive fax to your email accounts. In case you need more than 4 email addresses to add for your fax to email service, contact us at info@firstcallvirtualoffice.com

Sending Your Fax

We are using the number 22222 in this example of how sending your fax works.

1.You need to create a new mail address

2.You need to address your email to the number you want to send your fax to, including @fax.firstcallvirtualoffice.com. So, in our example the email will be addressed to 22222@fax.firstcallvirtualoffice.com.

3.If you are sending fax internationally, you need to add 00 followed by the country code prior to the address. In our example with the 22222 number, the fax address will be 0022222@fax.firstcallvirtualoffice.com.

4.There should not be any spaces or any other sort of punctuation in the number

5.You need to attach the documents that you want to fax

6.You click on 'Send' and the fax is sent

What To Do After You Click 'Send'

After you have sent the email with the fax, our teams at First Call will keep you informed on the fax transmission progress. As soon as we accept your fax we will email you, and then update you with a further message once the fax transmission is successful.

Can anyone else send faxes using my account?

If you want to add more than one email address that is permitted to send from your account, contact us at info@firstcallvirtualoffice.com.

How do I add fax credit to my account?

The monthly fax to email subscription gives you up to 1,000 inbound points included. Above this limit, we charge on a pay-as-you-go basis, where inbound faxes are priced £0.5 per page and outbound ones £0.8 per page.

2Trouble Sending Faxes

If you experience any difficulties when sending faxes, this guide is for you.

Every time you send a fax to us, you should be sending an email to our fax domain (fax.firstcallvirtualoffice.com). If there is any error appearing, we will let you know by replying to you with details and our suggested corrective action.

The notifications we may send include these forms:

NOTIFICATION RECEIVED: THIS USER (EMAIL ADDRESS) IS NOT APPROVED TO SEND FAXES THROUGH FIRSTCALL

This notification means that you haven't set up an email address that is permitted to send faxes. Also, you should pay attention to the email address quoted in brackets - mostly because some providers can change your domain for outbound emails (for example, instead of @gmail.com your email could be sent from @googlemail.com).

If you want to add or modify your permitted users, contact us at info@firstcallvirtualoffice.com.

NOTIFICATION RECEIVED: ERROR CONVERTING DOCUMENT

If you receive this message, it basically means that your document has not converted to a faxable form because of some difficulties. To make sure it gets converted, check our list of supported format in the Help FAQs section of our site.

NOTIFICATION RECEIVED: NOTHING TO FAX

This notification means that you probably missed to attach a document to your email as an attachment. Because our fax to email service works with documents (attachments) as a must, it automatically shows this message every time you send an email with no attachments. *The exception to this is if you've enabled cover pages on your account, where an email with no attachments will be faxed, with just a cover page containing the body of the email.

3I am not receiving any notifications - what to do?

If you are not receiving any notifications when sending a fax, please check:

1.Check if your notifications are going to the spam folder

2.Check if your emails are sent to the correct place (address or fax domain)

3.Check your ISP - it may be blocking the notification altogether or marking it as SPAM before it even gets to you. Go to your Spam/Junk folder in the email and see if there are any messages.

4Not Receiving Faxes

If you experience trouble in receiving faxes, there are a few possible reasons for that.

In case your sender insists that the fax was sent successfully and they received a delivery receipt from their machine or service, your fax has probably been received by us and email to you but never got to your email client.

Check your received fax log on your account

Besides from emailing faxes at your convenience, we also keep a log at your secure account. If you have troubles with sending faxes, you can reach our customer support specialists to verify them.

However, if your expected fax does not appear in our secure log, it probably wasn't sent at all. In this case, we recommend you to contact the sender and double-check the number (address).

Your email may be filtered out

Always make sure to check your spam folder for the fax. Fax-converted emails can easily reach your Spam or Junk folders mostly because of the low amount of text they include which triggers the algorithms to mark them as Spam or Junk Mail. In case you see the mail in the Spam/Junk folder, make sure to mark the sender address as 'Not Spam' in order to never again receive them in this folder.

And if you cannot find the email on your Spam folder, your ISP may blocked it for some reason even before it reached you. Fortunately, you can test if this is happening by changing your fax number so that it sends to more than one address. You can also add an address from a different domain with a different ISP, send a test fax and see if it comes through.

An important update on email providers

As of recently, we found out that some mail systems are being hosted by GMail and if the mail sent by us is identified as SPAM by GMail, it will be delivered to the SPAM filter in the webmail client, but not sent to any third party mail client. If that is your case, you can "whitelist" our address so that it always delivers mails like these to your Inbox.

To do this, simply add our support mailbox address (info@firstcallvirtualoffice.com) to your contacts in the webmail interface and you will receive every mail from us in your inbox.

Broken Or Partial Faxes

If you receive only part of a fax sent, then it is likely that the sending process fails at some point. It's true that fax lines can drop from time to time because of the quality of line as well as the location of the sender and receiver. If the fax is a long document (ex. 20+ pages), you can ask your sender to only re-transmit the part that failed instead of sending it over from the beginning. If your fax still fails to be sent after retries and you double checked the number (address), the best way is to get in touch with our support team at info@firstcallvirtualoffice.com.

5Multiple Recipients

You can receive faxes to more than one address at the same time, thanks to our Fax to Email services. The only thing you need to do is to configure your fax to email number, contact our customer service team via email (info@firstcallvirtualoffice.com) and wait for the amendments to be made by our side. Once we do them, they become effective immediately.

6Enabling Cover Pages

A lot of our clients use cover pages when sending pages. If you want to use a cover page as an extra page that is included at the beginning of the fax which includes information such as:

the name of the sender

the reason for the fax

the fax number of the sender

the number of pages the document has

the body of your email in the message box

then you need to enable the fax cover pages feature. You can do it straight away by contacting our customer service (info@firstcallvirtualoffice.com) and setting up your cover page. However, note that enabling this feature will count 1 additional page to any outbound email for each fax that you send.

7Sending Faxes - Tech Specs & Limitations

In the following table, we are listing all the information on the file types supported as attachments in our fax to email service. Please not that every time you attempt to send a file with an extension which is not supported in this list, will result in an error.

DOC, DOT, DOCX:Microsoft Word 97, 2000, XP, 2003, 2007

XML: Currently, only Microsoft Word 2003 XML files are supported.

PDF: Adobe Acrobat

TIF: Group 3 TIFF, may be in standard or fine resolution ***

TXT: ASCII Plain Text

XLS, XLSX: Microsoft Excel 97, 2000, XP, 2003, 2007, Note: Only active worksheets will be faxed

HTM/HTML: ** HTML files

MHT: ** MHT web archive files; HTML with embedded images

URL: Windows URL files

PPT, PPTX: Microsoft PowerPoint 97, 2000, XP, 2003, 2007

GIF: Non-animated GIF files *

JPG: JPEG files *

PS: PostScript

EPS: Encapsulated PostScript

RTF: Rich Text Format

BMP: Windows Bitmap *

PCX: PC Paintbrush Bitmap *

SNP: Microsoft Access Snapshot (Version 10 on Windows 2000)

* For best results use only monochrome (1-bit color, not grayscale) with the following image sizes:

** HTML documents are rendered using MS Internet Explorer, with page margins set to 10.16mm (left, right, top, and bottom)

***Image Sizes

Standard Resolution:

A4: 1,728 x 1,169

Letter: 1,728 x 1,100

Legal: 1,728 x 1,400

B4: 2,048 x 1,357

Fine Resolution

A4: 1,728 x 2,338

Letter: 1,728 x 2,200

Legal: 1,728 x 2,800

B4: 2,048 x 2,714

Limitations

The maximum number of pages per fax are 100 (or more by special request)

The maximum total file size of the fax attachments combined is 20MB

The maximum total file size of fax attachments with electronic signature is 10MB

We don't offer support for password-protected files

We don't offer support for read-only files (which will prompt you with a pop-up when opened)

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