Help

Credits
What is a credit?
One credit allows you to send or to receive one fax page. The cost is the same for local or international.
How much does a fax cost?
One page costs one credit. The credits cost between $0.99 and $0.40 depending on how many credits you buy at once.
If my fax doesn't send, what happens to my credits?
You are only charged a credit if your fax is delivered. If there is a problem delivering your fax, your credits will be automatically recredited to your account after a few minutes.
How do I buy credits?
Just tap on the Add Credits button at the bottom of the main screen.
You can click here but for next time you will see this same link on your home screen.
Why do we charge?
It's simple: we have to pay to send or receive the faxes on your behalf and we want to offer a sustainable product.
Sending a Fax
My fax has been sending for very long
It's likely that your fax contains a lot of pages. A page takes about 2 minutes to send, and that's if the fax machine of your recipient responds immediately.
Genius Fax also automatically retries up to 3 times in order to increase the chances for your fax to go through when the recipient's fax machine is not answering properly. So if you send a 10-page fax, it could take up to 60 minutes it the recipient's machine is really busy.
Note that you don't have to keep Genius Fax open for your fax to send properly. You will be notified once your fax is sent (or fails to).
What might also happen is that your connectivity wasn't very good and you didn't get the notification that the fax was sent. You can always pull down on the fax list to refresh the status of your faxes and check that they have been delivered correctly.
The recipient has not received my fax. What can I do?
There are several reasons why your recipient might not have received it:
  • The fax number may be incorrect. You should double-check it's correct.
  • The receiving machine could be broken or run out of ink, paper.
  • The fax could have been picked by the wrong person.
Try to send your fax again and call the recipient to make sure the receiving fax machine is working and that they pick up the fax.
My fax keeps failing to send!
Usually, the error that you will see gives you some idea of what is going on.
  • If you see some kind of "communication error", please check that your contact's number is actually a fax machine and not a phone line!
  • If you see "failed to upload", this likely means that your network connection isn't very good: try switching to a Wifi network.
Do not hesitate to contact us. if you need any help.
Do I need a fax number to send faxes?
No you don't. Fax numbers are only useful if you need to receive faxes.
How can I fax multiple files at once?
It's not possible to send several files at once with Genius Fax. However, you could gather your multiple pages in a single PDF document and fax it with Genius Fax.
Genius Scan is great for doing this.
How can I resend a fax?
You can only resend a fax from the mobile device you sent it from.
Open the file you've already sent, and tap the Resend button at the top-right of the screen.
Open the file you've already sent, tap the Menu button at the top-right of the screen and select Send Again.
It isn't possible to send a fax again from Genius Fax Web.
Receiving a fax
How do I get a fax number?
You can subscribe for a fax number by tapping the Get Number button at the bottom of the main screen.
You can click here but for next time you will see this same link on your home screen.
You can subscribe for 1, 3 or 6 months and you will be notified by email one week before the end of the subscription. You can choose the area code of your number or pick a toll-free number. We currently support Canadian and US fax numbers.
How to receive faxes?
After you subscribe for a number, you can simply give it to all your contacts and they can start sending you faxes right away. Make sure you have credits to be able to view faxes as soon as they are received.
What can I do if I have trouble receiving a fax?
Please first double-check that your recipient has the right number. In 99% of the cases, this is the the reason why you are not receiving an expected fax.
You can also send a one-page fax to your number and check that you receive it properly.
If in spite of checking you're still having the issue, do not hesitate to
contact us.
What can I do if I receive spam?
You can report this fax as spam by opening the fax details, tapping the "Report a problem" button, and Report Spam. You won't receive faxes from this number anymore (except if they come from a Restricted number, in which case we cannot safely block this number).
Contact us so that we can block this fax number.
Miscellaneous
Where can I find the terms and conditions, the privacy policy?