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Learn MoreCheck Out Our FAQs for Fast, Direct Answers to Common Questions
Our FAQs are organized for easy navigation and cover setup, billing, troubleshooting, and much more. We’ll have you back on track in no time.
Are you HIPAA compliant?
Yes, Documo is HIPAA compliant.
Can you run OCR on faxes?
Yes, if you purchase our OCR product, you can have OCR automatically run on any inbound fax that you receive.
Are you able to electronically sign your faxes?
Yes, with our Sign product you are able to electronically sign faxes as they come in.
Can I send a fax via email?
Yes, you can send a fax directly from your email as long as it is an active user inside of your Documo account. To send a fax from email, compose a message from your email. In the To: field, type the 11 digit fax number (ex. 18885551212) followed by @send.mfax.io. More information can be found on our help center.
Can I be notified by email about incoming and outgoing faxes?
Email notifications can be turned on inside of a user’s settings. To do this, click on the settings wheel next to the user you would like to enable this for inside of the ‘user’ page. Once there, navigate to the ‘fax’ tab and you will see email notifications towards the bottom of the page.
Can I port over my existing fax number?
You are able to port over your existing fax number with Documo. The process takes about 7-10 business days and your number will remain active with your current provider until the cutoff date.
Can I use my fax machine with your service?
Yes, you can purchase a Fax Machine Connector (FMC) to connect your fax machine to our cloud faxing service. More information can be found here.
Can I make my own cover page?
A custom cover page can be created free of charge with your Documo fax account. More information can be found here.
How long does it take to send a fax?
Standard documents (black text on white background) generally take 40-60 seconds per page. Documents that have color gradients, busy graphics, or photographic images can take much longer. Keep in mind that we do have a retry schedule on the backend, and we will attempt each fax a total of three times.
Why did my fax fail?
Your fax could have failed for many reasons. The most common reason is a busy signal, where the receiving end can only process one inbound fax at a time. Another common reason would be a fax connection failing. This means that the sending side and the receiving side were unable to establish a connection. A full list of fax failures can be found here.