Frequently Asked Questions

Need Help? We’ve got you covered. Below you’ll find answers to the questions we get asked the most about FaxMate.

How does FaxMate work?

Do I get a real fax number to use with FaxMate?

Yes. Fax numbers you get from FaxMate’s inventory or transfer across from your existing Telco/Fax number provider work the same way as any other fax number. Anyone can send you faxes or receive faxes sent from your fax number. The main difference is that your fax number doesn’t need a dedicated fax line or fax machine to work. So you can send and receive faxes using your fax number anywhere using any device connected to the internet.

Can I bring my existing fax number over to FaxMate?

Of course. You can transfer your existing fax number to FaxMate for FREE. We will work with your current fax number provider to transfer your number across to FaxMate. You also won’t need to pay phone line rental fees for your fax number once it’s migrated over to FaxMate saving you up to $30 per month. Get started by filling in our number transfer form or calling 1800 329 628.

What is FaxMate?

FaxMate is powered by eFax®. eFax® is the world leader in online faxing, offering a fast, reliable fax service to customers around the world. eFax® lets you send and receive faxes via email, desktop or mobile app – available for both iOS and Android.

With no need for an extra fax line or a fax machine, businesses of all industries are saving money with eFax®. Imagine the savings – no toner, no phone bills and no repair costs. And with eFax®Cloud Storage, you don’t have to worry about losing a fax again.

Tired of printing out documents just to sign them? eFax® has the answer. With Electronic Signature, eFax® lets you save your signature and upload it to your account. You can use it at any time, for any document – no printing required.

Does FaxMate work across any network and device?

Yes. FaxMate works anywhere and on any device (Mobile, Desktop, Laptop, Tablet) that has an internet connection. You can use you email client, mobile app, browser or our eFax Messenger® software to send and receive faxes anywhere.

What is FaxMate powered by eFax®?

FaxMate is powered by eFax®, the world leader in internet faxing, offering fast, reliable fax service to countries all over the world. FaxMate uses the best of breed eFax® platform & technology along with market leading pricing plans to provide customers best of both worlds.

When will I be able to send and receive faxes?

You will be able to send and receive faxes immediately upon activation of your account. Simply choose a price plan & fax number catered around your faxing requirements to get started. View price plans.

Are my faxes secure?

With FaxMate, all your faxes remain confidential and private in your personal email inbox. eFax servers have nearly 100% uptime, which assures secure, encrypted delivery of all your important faxes.

For added protection, the eFax Enhanced Security encryption technology provides maximum security for all your important and confidential faxes. When you activate Enhanced Security, you will no longer directly receive faxes in your email inbox.

What is eFax® Enhanced Security?

When you receive a fax, eFax will send you a notification email with a URL that takes you to the eFax MyAccount login over a Transport Layer Security (TLS) connection. Log in to MyAccount and you can view your fax. It’s simple, secure, and confidential.

To activate eFax Enhanced Security on your account, you’ll need to contact Customer Support via our Contact Page.

Fax Number Porting

How long does number porting take?

Number porting normally takes 3-6 weeks on average once we have received the completed porting authority form along with a copy of your existing invoice from your existing fax number service provider. This is standard industry time frame for fax number transfers. Please call our team on 1300 626 329 or fill in the number porting request to get the process underway.

Can I keep my existing fax number and bring it over to FaxMate?

Yes, you can transfer/port your existing fax number to FaxMate. No need to change your website or print new stationery. In fact, nothing will really change at all. Sending and receiving faxes will simply become quicker, easier and cheaper.

Can I trial the FaxMate service first before porting/transferring my number over?

Absolutely! You can simply sign-up to FaxMate with a new fax number (select “choose new number”) under any one of our price plans. You can start faxing immediately with your new number and anyone can send faxes to your new fax number. Once you are ready to move your existing fax number over to FaxMate, we can replace your temporary fax number over with your existing fax number.

How much does it cost to port my existing number over to FaxMate?

Unlike other online fax providers, transferring your existing fax number to FaxMate is FREE. Choose a price plan that’s approved for transferring your existing number. Please note the Starter plans and Pay As You Go plans do not qualify for FREE number porting/transfer.

Can I still receive faxes from traditional fax machines after porting to FaxMate?

Yes. You can receive faxes from any fax device and fax service. The sender won’t even know you’re not using a traditional fax machine. Your number will be the same, and they’ll just punch it in and press Send, just as they always do.

Do I still need to pay line rental fees to my existing telco service provider?

No. If you currently have a dedicated fax line that you are paying monthly line rental fees on, then you can simply disconnect the service after your fax number successfully transfers over to FaxMate. Your fax number won’t be tied to any fax/phone line and will be always available wherever, whenever. No busy lines or signals to deal with.

Is there any downtime or disruption to my fax service?

There is no disruption or downtime when you decide to transfer your fax number over to FaxMate. Once the fax number transfer application is lodged with FaxMate, we will work with your fax number service provider to transfer the number across to FaxMate. You can send and receive faxes as normal using your existing fax device while your number is transferred. Once the transfer is successful, we will notify you that your FaxMate account is ready for you to start receiving and sending faxes.

Can I start using FaxMate immediately to send and receive faxes?

Absolutely. We can set you up on FaxMate instantly with a temporary fax number. Just get your existing fax number provider/telco to divert your existing fax number to the FaxMate temporary fax number until your port request is completed. You can then receive all your faxes sent to your existing fax number into the FaxMate account and send faxes using your temporary fax number using FaxMate. Once the number is ported over to FaxMate, we will simply replace the temporary fax number with your existing fax number under the same FaxMate account.

Can I port/transfer my fax number from FaxMate to another provider?

Yes. Fax numbers you choose from FaxMate’s existing inventory pool or fax numbers you transfer across from another provider to FaxMate are all portable out of FaxMate for no extra cost.

What should I do to ensure my fax service is NBN ready?

The only guaranteed way to reliably send and receive faxes on the nbn™ is to use an online fax service (also known as ‘digital fax’).

With the impending disconnection of copper fax services as the NBN roll out progresses, FaxMate can help you retain your fax number, as well as providing immediate costs savings and streamlining your business practices.

FaxMate can seamlessly transfer your existing fax number off the copper telephony network and host it in the cloud. This enables you to access your faxes anywhere you have an internet (or mobile phone) connection. Sending and receive faxes using FaxMate is as simple as using your email account. FaxMate even has an easy to use mobile app which is compatible with both Apple and Android devices.

NBN Faxing

What should I do to ensure my fax service is NBN ready?

The only guaranteed way to reliably send and receive faxes on the nbn™ is to use an online fax service (also known as ‘digital fax’).

With the impending disconnection of copper fax services as the NBN roll out progresses, FaxMate can help you retain your fax number, as well as providing immediate costs savings and streamlining your business practices.

FaxMate can seamlessly transfer your existing fax number off the copper telephony network and host it in the cloud. This enables you to access your faxes anywhere you have an internet (or mobile phone) connection. Sending and receive faxes using FaxMate is as simple as using your email account. FaxMate even has an easy to use mobile app which is compatible with both Apple and Android devices.

Why doesn’t my fax machine work with the nbn?

The nbnTM is a digital network. It’s made up of fibre optic cables that transmit digital signals.

Traditional fax machines, on the other hand, are analog. They send and receive analog signals, which can only be transmitted across traditional copper phone lines.

In other words, they’re two entirely different technologies – one old and one new – that are completely incompatible with each other.

Why does online fax work with the nbn(TM) when the workarounds don’t?

Online fax works with the nbn™ because it doesn’t involve any analog signals whatsoever. It’s digital from start to finish, so it’s entirely compatible with the fibre optic cable on the nbn™.

And if the nbn™ goes down, you simply switch to your phone to send and receive faxes. FaxMate works with any device that has an internet connection. It doesn’t just need to be on the nbn.

Got the nbn(TM) but lost your old number?

Some phone services such as fax lines will be permanently disconnected if you do not arrange to switch before the advised disconnection date. If your phone line and fax number has been disconnected, please call our priority line on 1300 626 329 to find out how you can prevent losing your fax number.

What do I have to do to switch over to FaxMate?

Switching to FaxMate is easy.

New Fax Number
If you want to set up a new fax service with a new fax number, simply choose your preferred pricing plan and select a number from one of FaxMate’s local or international fax numbers. Your new fax number and fax service will be ready to use immediately.

Existing Fax Number
You can transfer/port your existing fax number to FaxMate. No need to change your website or print new stationery. In fact, nothing will really change at all. Sending and receiving faxes will simply become quicker, easier and cheaper. Please call our team on 1300 626 329 or fill in the number porting request to get the process underway.

FaxMate Features

What is eFax® Message Centre?

Located in your eFax® online account, the Message Centre is an online mailbox that lets you access your faxes anywhere you have a connection to the internet. In eFax® Message Centre; you can store an unlimited number of documents, sign faxes with your electronic signature, share large files up to 1GB and even use searchable faxing to find faxes easily.

What is eFax Messenger®?

eFax Messenger is a free application you can use to view your faxes. You are not required to download eFax Messenger to view your faxes but if you would like to utilize the application, please visit the download page.

Additionally, with an FaxMate account you can also send faxes through eFax Messenger, including customised cover pages and your own digital signature.

What is eFax® Electronic Signature?

eFax® Electronic Signature will change the way you sign documents. You will never have to print out a document just to sign it again.

Create an electronic version of your own signature and save it in your eFax® account. Your signature will be available for use wherever, whenever. Simply receive it, sign it and resend it.

You can sign faxes from your eFax® online account or from our FREE eFax® app for iOS or Android.

What is eFax® Large File Sharing?

A unique feature to eFax® is Large File Sharing which allows you to send large files of up to 3GB, without resulting in bounced or blocked email. Large File Sharing is a great way to share large files such as high resolution images, large presentations, even videos.

What is eFax® Cloud Storage?

With eFax® Cloud Storage you will never lose an important fax again.

Each fax you send and receive is stored in the cloud for the life of your eFax® account. Together with searchable faxing; storing, searching and archiving faxes will never be a hassle again.

What is eFax® Searchable Faxing?

Each time you receive a fax, eFax® scans your fax and identifies certain keywords. We will then index those keywords, allowing you to search for specific fax content. You don’t need to do anything to index your faxes. They are indexed automatically upon arrival and should be available for search within minutes of 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)
You can also apply custom keyword tags to your faxes for easy searching. All of these indexed keywords and custom tags are available in our FREE eFax® app too.

FaxMate MyAccount Settings

How do I log into my eFax account?

To login to your eFax® online account you must enter your eFax® login and PIN into the fields provided. Your eFax® login is your eFax® number in international format.

For example:

If you have a UK eFax® number of +44 (0)20 3147 4872, you would enter 442031474872

If you have an Irish eFax® number of +353 (0)1 656 4909, you would enter 35316564909

If you have a US eFax® number of +1 323 817 3207, you would enter 13238173207

Login to your eFax® online account

I cannot log into my eFax® account. What do I do?

To retrieve your eFax® login and/or PIN go to the login page and click on the Forgot Login or Forgot PIN tabs. Your login information will be sent to your email address.

Retrieve your eFax® login and/or PIN

Alternatively, you can contact our Customer Support on 1800 329 628.

How do I change the email address(es) on my eFax® account?

To update the email address(es) on your eFax® account, login to your eFax® online account and go to the Preferences tab.

Login to your eFax® online account.

Remember: you can have up to five sending and five receiving email addresses associated with your account.

How can I change my eFax® PIN?

To update your billing information, login to your eFax® online account and go to the Profile tab.

How do I update my billing information?

To update your billing information, login to your eFax® online account and go to the >Billing tab.

Did you know that we offer credit card, direct debit and bank transfer as valid payment methods for eFax®? To change your payment method, please call our customer support team on 1800 329 628.

How can I cancel my eFax® account?

Should you wish to cancel your eFax® account, please call our customer loyalty team on 1800 329 628.

NOTE: Your account will remain active until your cancellation request is confirmed.

Online Fax

Can FaxMate send and receive faxes between traditional fax machines?

FaxMate is 100% backward compatible. You can send to a normal fax machine, no problems at all. Just enter the number and hit send. Exactly like you do with a traditional fax machine, but from your mobile or computer instead. FaxMate converts your digital fax to an analog fax that traditional fax machines can understand.

People sending to you won’t see any difference at all. To them, it’s just a normal fax sent to a normal number.

Does the recipient need a FaxMate account to receive my faxes?

No. Your fax will come through similar to everyone else’s faxes come through to whatever fax device/technology (traditional fax machine, MFD, digital fax etc.) they have.

Does FaxMate work with any device that can access the internet?

Yes. FaxMate works in a similar way to email – you send and receive faxes over the internet with your phone, tablet or computer, using an app or website. As long as you have an internet connection, you will always be able to send and receive faxes without ever being tied to your fax machine.

Do I still need a fax line for FaxMate to work?

No. Because FaxMate is 100% digital, your personal fax number doesn’t require a dedicated fax line to send and receive faxes. This means your fax number is always available wherever you are on any device that can access the internet.

What’s the difference between analogue & digital fax technology?

Traditional fax machines are analogue. They send and receive analogue signals, which can only be transmitted across traditional copper phone lines. They also rely on physical fax/phone lines to be connected for transmission.

Digital or online faxing uses an internet connection to transmit the original message using binary code. This enables you to access your faxes anywhere you have an internet (or mobile phone) connection. Sending and receive faxes using FaxMate is as simple as using your email account.

Can I choose a new fax number from FaxMate?

If you don’t have an existing fax number, we have thousands for you to choose from. In fact, we have the world’s largest pool of local, national and international fax numbers. They’re all just normal fax numbers too; people sending you faxes will never notice any difference because there isn’t one! They’re just not tied to a physical fax line or machine.

Can I receive a fax on more than one email account?

Yes. FaxMate lets you register up to five email addresses on a single account. This could be a mix of personal email addresses, distribution lists or centralized mailbox to send and receive faxes.

Does FaxMate work with any email platform & client?

Yes. FaxMate is completely platform agnostic so you can use whatever platform or email client you currently use. FaxMate will associate your fax number and your personal email address together allowing you to send and receive faxes directly from any email platform.

Why not just email your documents?

The main benefit of opting for internet faxing solutions over email for your business is a very practical one. To put it simply, you cannot send an email to a fax machine unless you use an online fax service such as FaxMate.

Fax Number

Do I get a real fax number to use with FaxMate?

Yes. Fax numbers you get from FaxMate’s inventory or transfer across from your existing Telco/Fax number provider work the same way as any other fax number. Anyone can send you faxes or receive faxes sent from your fax number. The main difference is that your fax number doesn’t need a dedicated fax line or fax machine to work. So you can send and receive faxes using your fax number anywhere using any device connected to the internet.

Can I bring my existing fax number over to FaxMate?

Of course. You can transfer your existing fax number to FaxMate for FREE. We will work with your current fax number provider to transfer your number across to FaxMate. You also won’t need to pay phone line rental fees for your fax number once it’s migrated over to FaxMate saving you up to $30 per month. Get started by filling in our number transfer form or calling 1800 329 628.

How much does it cost?

It’s free with any FaxMate plan. Choose a fax number from our vast local/international fax number inventory or transfer you existing number across to FaxMate on any eligible plan for FREE. Get started by filling in our number transfer form or calling 1800 329 628.

Can anyone send a fax to my FaxMate fax number?

Yes. You can receive faxes from any fax device and any fax service. The sender won’t even know you’re not using a traditional fax machine. Your number will look the same (you can even keep your existing fax number if you have one), and they’ll just punch it in and press Send, just as they always do.

What’s the impact on my fax number when I migrate to the nbn?

The nbn is a digital network. It’s made up of fibre optic cables that transmit digital signals. If your existing fax service/number is using the copper telephony network (analogue network), then you will experience disruption to your fax service. FaxMate can seamlessly transfer your existing fax number off the copper telephony network (which is being discontinued) and host it in the cloud. This enables you to access your faxes anywhere you have an internet (or mobile phone) connection. Sending and receive faxes using FaxMate is as simple as using your email account. FaxMate even has an easy to use mobile app which is compatible with both Apple and Android devices. Get started by filling in our number transfer form or calling 1800 329 628.

My phone lines and fax lines have just got disconnected. What now?

You should contact your current fax provider to ensure you still have ownership of your fax number. If you still do, we strongly recommend having your fax number changed to an Exchange Based Diversion to a free temporary number we can provide you, as this will ensure you do not lose your fax number while number transfer process is underway. Porting/transfer of your number can take between 3-8 weeks. At the moment we are seeing an average turnaround time of 4 weeks. Your number will continue to work during the transfer process. Call our priority line on 1300 626 329.

Can I still use FaxMate while my number is being ported/transferred?

Yes. Whilst the port of your number is in progress, we will activate your account with a temporary fax number. This means that you can enjoy the benefits of FaxMate from today. You will be able to divert your existing fax number to your temporary number and start receiving all of your faxes via email. You can also send from your temporary number, and we can assist you in changing the outgoing number so your customers will never know the difference. Get started by filling in our number transfer form or calling 1800 329 628.

Pricing

How does FaxMate pricing work?

Our pricing is designed around how you use your fax currently. Our bundle pricing plans come with either a Pay As You Go option (for minimal fax usage) or included send and receive pages for those who do a mix of sending and receiving.

We also have plans for users who send only or receive only with generous included pages.

Do the receive plans allow sending of faxes?

Absolutely. If you like to send outbound faxes, you would simply be charged the cost per additional fax page cost stated under your chosen receive plan. You have no restrictions around sending and receiving of faxes. Any fax pages you send will simply be charged per page as the receive plans don’t have any send inclusions.

How does the Pay As You Go Plan work?

This plan is ideal for businesses who don’t have a need for regular faxing. It’s essentially a fully functional online fax service only for those times that you need it. You will also have a real fax number you can give out to customers or suppliers. It’s like having “fax insurance” with peace of mind knowing you have a fax service for those once off critical documents that can only be sent via fax. “fax is a service that you don’t know you need, until you need it, and when you need it, you need it now.”

How much do fax numbers cost?

It’s free with any FaxMate plan. Choose a fax number from our vast local/international fax number inventory or transfer you existing number across to FaxMate on any eligible plan for FREE. Get started by filling in our number transfer form or calling 1800 329 628.

Can I send faxes internationally & how much does it cost?

Yes. With FaxMate you can send faxes to any international fax number. Please see the international fax send rates outlined in the pricing table above, note all rates exclude GST.

Can I send faxes to Australian Toll Free Numbers?

Yes. FaxMate allows you to send faxes to toll free numbers in Australia. Please see the Australian Toll Free Numbers send rates outlined in the pricing table above, note all rates exclude GST.

Is GST included in the pricing?

No. All our pricing plans, usage rates per page are all EX GST.

Do the send plans allow receiving of faxes?

Absolutely. If you like to receive inbound faxes, you would simply be charged the cost per additional fax page cost stated under your chosen send plan. You have no restrictions around sending and receiving of faxes. Any fax pages you receive will simply be charged per page as the send plans don’t have any receive inclusions.