Frequently Asked Questions
Question:How do I change my password?
Answer:Login to the attendant web interface using your email address and existing password. Click on the Settings tab. You will then be at the page where you can change your Email address, Password and Fax Validation Code. Click "Accept" to save the changes.
Question:What is the format for incoming faxes?
Answer:You will receive your incoming faxes as PDF attachments.
Question:Where does my toll free fax number work?
Answer: If we have assigned you a toll free fax number, the number will work anywhere in Canada or the U.S.
Question:Can my incoming faxes be delivered to more than one email address?
Answer:Yes, faxes may be delivered to multiple email addresses. To add additional email addresses, just login to your account, click on the Settings tab and then on the "Additional fax email addresses" link. You will also be able to send faxes from all of those email addresses.
Question:Can faxes be sent from more than one e-mail address?
Answer:Yes, faxes may be sent from multiple email addresses. To add additional email addresses, just login to your account, click on the Settings tab and then on the "Additional fax email addresses" link. You will also be able to receive faxes at all of those addresses.
Question:How will I know if my fax was successfully sent?
Answer:You will receive 3 types of status email messages. You will first receive an email indicating that the message has been queued for delivery. You will then receive a message indicating that the system is dialling, and then you will receive a message indicating that the fax has been successfully sent. If you do not receive any status messages, verify that you included your Fax Validation Code in the Subject line and verify that you sent the e-mail from an e-mail address that is registered for use with the service (refer to the response for the previous question).
Question:Do the attachments that I sent have to be in a specific format or type?
Answer:The PrestoFax system will accept many common document types (formats). If the type of your attachment is not supported, then just convert your document to one of the supported types (e.g. PDF).
Question:What happens if I exceed the maximum number of fax pages?
Answer:After you exceed the maximum number of free pages in a particular month, you will be charged the applicable extra page fee for each additional page. Fax pages sent to numbers outside the US and Canada are not included in your page count (no free pages), and separate rates (vary by country) apply for faxes sent to such locations.
Question:What happens if the number that I am sending a fax to is busy? Will the PrestoFax system retry?
Answer:Yes, the PrestoFax system will retry 2 additional times.
Question:What is the policy on cancelling my account?
Answer:You may cancel the service at any time, but must notify us of your cancellation in writing (i.e. via an e-mail sent to pfsupport@prestofax.com). You will be required to pay all amounts owing, including the fees for the month during which the service was cancelled, with no pro-ration for that month.
Question:I tried to send a fax from my e-mail account, but the fax was not received and I did not receive any status messages. What caused the fax to fail?
Answer:If you did not receive any status messages, verify that you included your Fax Validation Code in the Subject line and verify that you sent the e-mail from an e-mail address that is registered for use with the service (refer to the response for the previous question).
Question:What is the maximum file size that can be submitted to the system for fax conversion?
Answer:This depends on how the files are submitted to the system as described in the following table:
Maximum email size (including attachments)20 MB
Maximum single file size that can be submitted online20 MB
Maximum total size of all files submitted online for a single fax32 MB
Question:I would like to have a cover page when I submit my fax via email. How would I do that?
Answer:There are two ways this can be accomplished:
  1. The system treats the main body of an email as the "cover page". Any text that is in the body will be faxed out in the first page. If the body of the message is HTML, the text will appear as it does in a browser. Note that embedded pictures in an HTML body do not get put on the first page - they are put on separate pages (one page for each picture).
  2. Create your coverpage using your document editor (say, for instance, Microsoft Word). Add the coverpage as the first attachment to your email. Make sure the email body is blank (contains no text, pictures, etc).
Question:I don't want a cover page when I submit my fax via email. How would I do that?
Answer:Make sure that the body of the email is blank (contains no text, pictures, etc)