Quick answers about sending faxes, receiving faxes, editing PDFs, credits, and more
Sending a Fax
Do I need an account to send a fax?
No. FaxSeal requires zero signup. Upload your PDF, enter the recipient fax number, pay, and your fax is sent. Nothing else.
Sending a Fax
What file types can I fax?
PDF files only, up to 20MB. If your document is a Word file or image, convert it to PDF first — most browsers have a built-in "Print to PDF" option.
Sending a Fax
How many pages can I send?
Quick Send ($1.29) — up to 5 pages. Standard ($1.99) — up to 15 pages. Pro ($3.49) — up to 20 pages. The right plan is selected automatically based on your document's page count.
Sending a Fax
What countries can I fax to?
US, Canada, and international fax numbers are all supported. US/CA numbers can be entered as (555) 123-4567. International numbers must use E.164 format with the country code (e.g. +44 20 7946 0958 for UK). International destinations are billed at 2–3× the standard rate depending on the destination country.
Sending a Fax
Will I get a delivery confirmation?
Yes. Enter your email at checkout and we'll send a receipt once your fax is confirmed delivered. No account is created.
Scanning Documents
I only have a paper document — can I still fax it?
Yes. On the send page, tap "Scan paper document" below the file picker. Your phone camera opens in the browser — no app needed. Photograph each page, tap Done, and the scan is converted to a PDF ready to fax.
Scanning Documents
What browsers support the built-in scanner?
Safari on iOS, Chrome on Android and iOS, and Firefox on Android. The scanner uses the standard browser camera API and requires HTTPS. You will be prompted to grant camera permission the first time — permission is only used while the scanner is open.
Scanning Documents
How many pages can I scan in one session?
Up to 20 pages per scan session. After each shot the page is added to a thumbnail strip at the bottom of the screen. Tap the × on any thumbnail to remove and reshoot that page before finishing.
Scanning Documents
How do I get a clean scan?
Place the document flat on a surface in good light. Align all four corners inside the guide rectangle on screen. The scanner applies automatic grayscale processing — fax transmits in black and white anyway, so this produces the sharpest result.
Scanning Documents
Is the scan quality good enough to fax?
Yes. Fax networks transmit at 200 dpi regardless of source. A phone camera captures far more detail than that — the fax network is the bottleneck, not the scan. Scans from FaxSeal arrive at the same quality as those sent from a dedicated fax machine.
Receiving a Fax
How do I receive a single fax?
The 24-Hour Fax Number plan ($2.99) gives you a temporary US fax number valid for 24 hours. Share the number with whoever needs to fax you. When the fax arrives, we email you a PDF download link instantly. Your card is only charged if a fax actually arrives.
Receiving a Fax
What is a dedicated fax number?
A dedicated fax number is a permanent US number that belongs to your account as long as you subscribe. Every fax sent to it lands in your inbox as a PDF, with text automatically extracted so you can search it. Four plans are available: Receive-Only ($2.99/month, inbound only), Personal ($4.99/month, send + receive), Business ($14.99/month, high-volume), and Enterprise ($49.99/month).
Receiving a Fax
What is the difference between fax number plans?
All plans give you a permanent dedicated fax number with a searchable inbox and OCR. Receive-Only ($2.99/month) is inbound-only — no sending. Personal ($4.99/month) adds outbound sending and caller ID. Business ($14.99/month) is built for high-volume offices — 1,000 pages/month included, $0.01/page overage. Enterprise ($49.99/month) covers 5,000 pages/month.
Receiving a Fax
Can I search inside received faxes?
Yes. FaxSeal automatically reads the text from every fax you receive using AI text recognition. You can then search your entire inbox by keyword — patient name, case number, invoice ID, or any word that appears inside the document. Results show the matching passage highlighted in context.
Receiving a Fax
How long does text extraction take?
Typically 15–30 seconds after the fax arrives. The extracted text appears automatically in your inbox — no action needed. While extraction is running you will see "processing…" on the fax card.
Receiving a Fax
Can I forward a received fax by email?
Yes, two ways. Manual: each fax in your inbox has a Forward button — enter any email address and we send the PDF plus the full extracted text. Automatic: use the Auto-Forward setting on the fax number page to have every inbound fax emailed to up to 5 addresses instantly (limit depends on your plan), without logging in.
Receiving a Fax
Can I download the extracted text as a file?
Yes. Faxes with completed text extraction show a TXT button alongside the View PDF button. Clicking it downloads a plain-text file of the extracted content, including the sender number, page count, and date at the top.
Receiving a Fax
Can I delete received faxes?
Yes. Each fax card has a delete button (×). You will be asked to confirm before it is removed. You can also clear your entire inbox at once using the "Clear all" option at the top of the inbox. Deleted faxes and their stored PDFs are permanently removed.
Receiving a Fax
What happens if I receive a lot of faxes on the Personal plan?
The Personal plan includes up to 200 inbound pages per calendar month. Faxes that arrive after the limit is reached are stored in your inbox as blocked stubs — you can see who sent them and how many pages — but the PDF is not delivered until you upgrade. You will also receive an email notification for each blocked fax. The Business plan includes 1,000 pages/month — additional pages are billed at $0.01/page. Enterprise includes 5,000 pages/month with the same $0.01/page overage.
Receiving a Fax
Can incoming faxes be automatically emailed to me?
Yes — this is called Auto-Forward. On any dedicated number plan you can add email addresses under Settings on the fax number page. Every inbound fax is automatically emailed to those addresses as a PDF attachment the moment it arrives — no inbox login needed. Receive-Only plans support 1 address, Personal supports 2, and Business/Enterprise support up to 3. This is ideal for offices that want faxes to land directly in an email inbox without anyone needing to log in.
Edit & Sign PDFs
Is editing and signing a PDF free?
Your first sign each day is free — no account or credit card needed. A sign is counted when you tap "Done" in the editor and the signature is applied, not when you download. If you need to sign more PDFs the same day, additional signs are $0.99 each. Re-editing a document you already signed today is free. Downloads never have watermarks.
Edit & Sign PDFs
What can I do in the PDF editor?
The editor supports: draw or type a signature, add text annotations, add dates, remove pages, rotate pages, and merge multiple PDFs. All tools are free with no account required. You can also fax the edited document directly from the editor.
Edit & Sign PDFs
Can I sign on mobile?
Yes. The signature pad and editor are touch-optimized. Draw your signature with your finger, drag annotations into position, and tap the edit or delete buttons.
Edit & Sign PDFs
Can I type my signature instead of drawing it?
Yes. On the signature pad, switch to the "Type" tab to type your name and pick a handwriting-style font.
Edit & Sign PDFs
Can I edit text or date annotations after placing them?
Yes. Tap the blue pencil button (✎) on any text or date annotation to edit it inline. On desktop, double-clicking also works.
Edit & Sign PDFs
Can I merge multiple PDFs?
Yes. In the editor you can add multiple PDF files and reorder, rotate, or remove individual pages before downloading or faxing the combined document.
Send as Email
What is "Send as Email"?
Send as Email lets you upload a PDF and deliver it as a professional email attachment directly to any recipient's inbox — no fax machine needed. It uses the same credit as a standard fax (1 credit per send) and includes your optional note in the email body.
Send as Email
How is Send as Email different from a regular fax?
A fax is transmitted over the phone network to a fax machine or fax number. Send as Email delivers your PDF as an attachment directly to an email address — faster, no fax machine required on either end. Both cost 1 credit.
Send as Email
What is the file size limit for Send as Email?
PDFs up to 10MB can be sent as email. This is lower than the 20MB fax limit because most email providers (Gmail, Outlook) reject attachments over 10MB on the receiving side.
Send as Email
Does the recipient need a FaxSeal account?
No. The recipient gets a standard email with your PDF attached. They do not need FaxSeal or any special software.
Send as Email
Will I get a confirmation when my document is delivered?
Yes. You receive an email confirmation once the document is sent. If delivery fails for any reason, your credit is automatically restored.
Send as Email
Do I need credits to use Send as Email?
Yes — Send as Email costs 1 credit per send and requires a signed-in account. Credits never expire and can be purchased from the Credits page.
Fax by Email
What is Fax by Email?
Fax by Email lets you send a fax from any email app — Gmail, Apple Mail, Outlook, anything. Compose an email, attach a PDF, and address it to the recipient's fax number followed by @faxseal.com (e.g. [email protected]). FaxSeal faxes the PDF automatically.
Fax by Email
Who can use Fax by Email?
You must have a FaxSeal account and the email you send from must match your account email exactly. If you sign in with [email protected], you must send from that same address. FaxSeal looks up your account by sender email to verify credits.
Fax by Email
What format should the To address be?
Use the full fax number (with country code) followed by @faxseal.com. Examples: [email protected] or [email protected]. The number must be a valid fax number reachable via the phone network.
Fax by Email
Does my email subject and message get included?
Yes. If you include a subject or message body, FaxSeal automatically prepends a cover page to your fax with the date, recipient number, your email address, subject, and message — just like a traditional fax cover sheet.
Fax by Email
What happens if something goes wrong?
FaxSeal replies to your email in every error case: unrecognised sender (no account), no PDF attached, PDF too large, insufficient credits, or storage failure. Your credits are never charged unless the fax is successfully queued.
Fax by Email
I sent an email but got "no account found" — why?
The email address you sent from is not registered as a FaxSeal account. Sign up at faxseal.com using that same email address, add credits, and try again. FaxSeal identifies you by your sender email — it must match your account exactly.
Fax by Email
I got "no PDF attachment found" — why?
FaxSeal only processes PDF files attached to the email. Forwarded emails, inline images, Word documents, and emails with no attachment are not supported. Attach a PDF file directly and resend.
Delivery Receipts
What is a certified delivery receipt?
Every fax delivered through FaxSeal generates a certified delivery receipt — a tamper-evident PDF that records the job ID, delivery timestamp, sender and recipient numbers, page count, and a SHA-256 hash of the exact document transmitted. It is included as a download link in your delivery confirmation email. Free on every fax.
Delivery Receipts
What is a SHA-256 hash and why does it matter?
A SHA-256 hash is a 64-character fingerprint of the document. If even one character in the document changes, the hash changes completely. By comparing the hash on the receipt to the hash of your file, you can prove the exact bytes you sent were the ones that were transmitted — no alterations possible.
Delivery Receipts
How do I verify my receipt?
Every delivered fax has a proof timeline page at faxseal.com/verify/[jobId]. You can get there three ways: (1) click "Verify →" next to any delivered fax in your dashboard, (2) click "View online" in the delivery confirmation email, or (3) paste the job ID directly into the URL. The page shows a timeline of events — Queued, then Delivered — with timestamps, the document SHA-256 hash, and download commands to confirm the hash matches your copy of the PDF.
Delivery Receipts
Can I use this as legal proof of transmission?
The certified receipt provides strong evidence of fax transmission — a delivery timestamp, sender/receiver numbers, and a cryptographic hash of the transmitted document. Courts and healthcare regulators routinely accept fax transmission records as evidence. For the highest level of legal certainty, consult your attorney about whether a third-party timestamping authority (RFC 3161) is required for your jurisdiction.
Delivery Receipts
Where can I find my receipt after delivery?
Three places: (1) your dashboard — click "Verify →" next to any delivered fax in the Recent Faxes list; (2) the delivery confirmation email — click "View online"; (3) directly at faxseal.com/verify/[jobId] using the job ID from your email. The page is always public — you can share the link with anyone who needs to confirm delivery.
Delivery Receipts
Is there a charge for the certified receipt?
No. Certified delivery receipts are generated automatically on every successfully delivered fax at no extra charge.
Delivery Receipts
What is the "Cryptographic attestation +1 credit" option at send time?
This is an opt-in upgrade that logs your fax to Sigstore Rekor — an independent, append-only transparency ledger. When enabled, your proof timeline page gains two extra events: "Send event logged" and "Delivery event logged", each with a Rekor entry ID you can verify independently and a downloadable bundle you can check offline with openssl — without contacting FaxSeal. The basic verify page (free, always included) proves the document content and delivery timestamp. The +1 credit attestation adds tamper-evident proof that the events were recorded before any dispute arose, verifiable by anyone with the entry ID.
Credits & Pricing
Where can I see all pricing in one place?
Visit faxseal.com/pricing for a full breakdown — send tiers, credit packs, 24-hour temp numbers, and dedicated number plans (Receive-Only, Personal, Business, Enterprise) all in one page.
Credits & Pricing
What are fax credits?
Credits are a pre-paid alternative to per-fax card payments. Credit cost depends on page count: 1–5 pages = 1 credit, 6–15 pages = 2 credits, 16–20 pages = 3 credits (US/Canada). International destinations multiply that: ×2 for Europe, AU, JP and major markets; ×3 for the rest of world. One credit also delivers a PDF as an email attachment (Send as Email). Credits never expire.
Credits & Pricing
How do I buy credits?
Sign in, then visit the Credits page. Packs start at $12.99 for 10 credits ($1.30 each). The Pro Pack pack ($24.99 for 30 credits) is most popular.
Credits & Pricing
Do credits expire?
No. Credits never expire and carry over indefinitely.
Credits & Pricing
What is Auto-Reload?
Auto-Reload is a safety net for pay-as-you-go users. When your credit balance drops to or below a threshold you set, your saved card is charged once for the pack you choose — then nothing more until your balance falls low again. It only fires after an actual send triggers it; nothing is charged on a schedule. Enable it in Dashboard → Billing. You need to have made at least one credit purchase first so your card is saved.
Credits & Pricing
What is Auto-Renew Credits?
Auto-Renew is a monthly subscription. You pick a credit pack and we charge your card on the same date each month, depositing the credits automatically — like a phone plan. Credits deposit whether you used your previous balance or not. Cancel anytime from Dashboard → Billing.
Credits & Pricing
What is the difference between Auto-Reload and Auto-Renew?
Auto-Reload charges your card only when a send drops your balance below a threshold — you pay for what you actually use, with no fixed schedule. Auto-Renew charges a fixed amount every month on a schedule, regardless of usage. Auto-Reload is better for occasional or unpredictable senders; Auto-Renew suits regular senders who want a predictable monthly budget. You can use one, both, or neither — they are independent.
Credits & Pricing
Can I schedule a fax to send at a specific time?
Yes — credit users can schedule a fax up to 30 days in the future. On the send page, use the "Schedule for later" picker above the Send button to choose your date and time. The fax is queued immediately and sent automatically at the scheduled time. Scheduling is available on the credits path only; pay-per-fax sends are immediate.
Credits & Pricing
What is Broadcast Fax?
Broadcast Fax lets you send one PDF to multiple recipients at the same time — up to 500 recipients per broadcast. Go to Dashboard → Broadcast, upload your PDF, then paste fax numbers (one per line) or import a CSV. Credits are deducted upfront based on page count and destination per recipient — see "How are credits calculated for a broadcast?" below. All recipients share the same document; each gets their own certified delivery receipt and track link.
Credits & Pricing
How are credits calculated for a broadcast?
Broadcast cost = per-recipient credit cost × number of recipients. Per-recipient cost (US/Canada): 1–5 pages = 1 credit; 6–15 pages = 2 credits; 16–20 pages = 3 credits per recipient. International recipients cost 2–3× more. Example: a 3-page fax to 50 US recipients = 50 credits total. The exact total is shown before you confirm and deducted atomically on submit — if your balance is insufficient, the broadcast is rejected and no credits are taken.
Credits & Pricing
Can I import a list of fax numbers for a broadcast?
Yes. On the Broadcast page, click "Import CSV" and upload any plain-text file with one fax number per line (commas and semicolons also work as delimiters). Numbers are added to the recipient textarea where you can review and edit them before sending. US, international, and E.164 formats are all accepted.
Credits & Pricing
Can I use credits to sign and fax a PDF?
Credits apply to the standard fax flow (/send). The sign-then-fax flow currently uses per-fax card pricing. Signing itself is always free.
Credits & Pricing
Is payment secure?
Yes. All payments are processed by Stripe. FaxSeal never stores your card details.
Account & Privacy
Do I have to create an account?
No. Faxing, editing, and signing work without any account. Signing in (via Google or email) lets you save documents, use credits, manage contacts, get a dedicated fax number, and create or join a team workspace.
Account & Privacy
Is my document stored permanently?
No. Files are stored only long enough to transmit your fax, then deleted automatically. Signed-in users can optionally save documents to their account; those are kept until you delete them.
Account & Privacy
Does FaxSeal sell my data?
Never. Your documents and fax numbers are used only to deliver your fax. See our Privacy Policy for full details.
Teams
What is a team workspace?
A team workspace lets multiple people share a fax inbox, contacts, documents, and a credit pool under one account. Create a team from your dashboard, invite colleagues by email, and everyone works from the same shared space.
Teams
How do I create a team?
Sign in, go to your dashboard, and click "Create Team" (or visit /dashboard/org/new). Give your team a name — you become the owner automatically. Then invite teammates by email from the team management page.
Teams
How do I invite a teammate?
From the team page, enter their email address and choose a role (Member or Admin). They receive an email with an invite link valid for 48 hours. If they don't have a FaxSeal account, they'll create one when accepting.
Teams
What is the difference between Owner, Admin, and Member?
Owner can do everything including delete the team and manage all members. Admin can invite and remove Members but cannot manage other Admins or the Owner, and can manage the team's anonymous inbox handle and fax number. Member can use all shared resources (inbox, contacts, documents, credits) but cannot manage team membership, the fax number, or the inbox handle.
Teams
How do shared credits work?
Credits purchased while in team context are added to the team pool, not your personal wallet. Any team member can spend from the pool when they send a fax in team context. The credit log shows who spent what.
Teams
Can I switch between personal and team context?
Yes. Use the workspace switcher in the top-left of your dashboard to toggle between "Personal" and any teams you belong to. Your personal documents and credits are always separate from team resources.
Teams
Can I belong to multiple teams?
Yes. You can be a member of multiple teams and switch between them freely. Each team has its own inbox, contacts, documents, and credit pool.
Teams
How do I leave a team?
Go to the team page and click "Leave" next to your name. If you are the sole owner, you must transfer ownership to another member first before leaving.
Partner API
What is the FaxSeal Partner API?
The Partner API lets software companies embed fax capability directly into their products. You provision dedicated US fax numbers per user via API, receive webhooks when faxes arrive (with OCR text and AI-extracted structured data), and send outbound faxes from your users' numbers. Your end-users never see FaxSeal — it is invisible infrastructure inside your platform.
Partner API
How do I get a partner API key?
Go to faxseal.com/partners/apply. Enter your company name and billing email, verify your address, and your API key (sk_partner_...) is issued instantly. Read the full API reference at faxseal.com/docs/partner before integrating.
Partner API
What is the partner portal and how do I access it?
The partner portal is a dedicated dashboard at faxseal.com/partner that gives your team visibility into your partner account — active numbers, credit balance, usage stats, billing status, API key, and webhook settings. Access is granted by your FaxSeal account manager. Once assigned, a "Partner Portal" button appears in your standard FaxSeal dashboard. You must have an existing FaxSeal account to be added as a member.
Partner API
What are the partner portal team roles?
There are four roles: Owner (full access including team membership management), Admin (operational access, no membership changes), Billing (billing status and credit balance only), Developer (API key, webhook settings, usage stats — no billing or team management). Only one owner can exist at a time; transferring ownership atomically demotes the previous owner to admin.
Partner API
How does partner billing work?
You are invoiced monthly via Stripe for each active provisioned fax number. Invoices go to the billing email on your account. Overdue invoices trigger a grace period (configurable by your account manager) before API access is suspended. Access reinstates automatically when payment is received. Outbound faxes deduct from your prepaid credit balance — credits never expire.
Partner API
Can partner users send outbound faxes?
Yes. POST /api/partner/fax with a PDF (upload or URL) and the externalUserId of the sending user. The user's provisioned fax number is used as caller ID automatically. Credits are deducted from your partner balance. Status webhooks (fax.sending, fax.delivered, fax.failed) fire to your configured endpoint. Returns 422 if the user has no provisioned number, 402 if credits are insufficient.
Partner API
Do my users need FaxSeal accounts?
No. FaxSeal uses shadow user records keyed to your own externalUserId. Your users never interact with FaxSeal directly — fax numbers, inboxes, and webhooks are all managed through your platform using your API key.
Enterprise & SSO
What is the Enterprise Organization Plan?
The Enterprise Organization Plan ($199/month per organization) adds SSO, automatic team provisioning, and priority support to your workspace. It is billed per organization — not per seat. Upgrade from your organization settings in the dashboard.
Enterprise & SSO
What is SSO and why does my organization need it?
SSO (Single Sign-On) lets your team sign in to FaxSeal using your existing company credentials — Okta, Microsoft Entra ID (Azure AD), Google Workspace, or any SAML 2.0 / OIDC identity provider. Instead of managing individual FaxSeal passwords, your IT team controls access centrally. Deactivating an employee in your IdP blocks new FaxSeal logins immediately; use "Remove & Revoke" in Organization Settings to also terminate any existing active sessions.
Enterprise & SSO
Which identity providers are supported?
FaxSeal SSO supports any SAML 2.0 or OIDC provider, including Okta, Microsoft Entra ID (Azure AD), Google Workspace, OneLogin, PingFederate, and JumpCloud. If your IdP supports SAML 2.0, it works with FaxSeal.
Enterprise & SSO
How do I set up SSO for my organization?
Upgrade to the Enterprise Organization Plan from your org settings in the dashboard. Then go to Organization → SSO Settings and enter your SAML connection ID from your identity provider. Once saved, anyone who signs in to FaxSeal with a matching company email domain is routed through your IdP automatically.
Enterprise & SSO
Do my teammates need to be invited individually?
No. With SSO enabled, any user whose company email matches your organization's domain is automatically added to your workspace as a Member on their first sign-in. No invite emails, no manual provisioning. You can still invite users with different email domains manually if needed.
Enterprise & SSO
Can I prevent team members from signing in with Google or a magic link?
Yes. When Enterprise SSO is active for your domain, FaxSeal automatically blocks magic-link (email) sign-in for addresses on that domain and redirects them to your IdP. Google sign-in is not blocked at the FaxSeal level — enforce that restriction in your Google Workspace admin console if needed.
Enterprise & SSO
How do I offboard an employee immediately?
Two steps for complete offboarding. (1) Deactivate them in your IdP (Okta, Azure AD, etc.) — this blocks any new FaxSeal login attempt via SSO, but their existing session stays valid for up to 30 days. (2) Go to Organization Settings → Members, find the user, and click "Remove & Revoke" — this removes them from your workspace and immediately invalidates all active sessions. Do both for instant, complete access removal.
Enterprise & SSO
What happens if our Enterprise plan lapses or is cancelled?
If the Enterprise plan is cancelled or payment fails, SSO logins for your domain are suspended — affected users will see a sign-in error until the plan is restored. Existing accounts and data are not deleted. You can reactivate the plan at any time from your organization settings.
Prior Authorization Agent
What is the PA Agent?
The Prior Authorization (PA) Agent is an AI-powered tool that drafts a clinical justification letter for a prior authorization request and submits it to the insurer. You enter the patient details, diagnosis, and procedure codes, paste your clinical notes, and the AI writes the justification section. You review and edit it, choose your delivery method (fax, portal, phone, or mail), and submit — FaxSeal generates a professional PA packet PDF automatically. For fax submissions it is sent with certified delivery tracking; for portal, phone, or mail you download the PDF and record your confirmation number on the tracking page.
Prior Authorization Agent
Who can use the PA Agent?
Two modes are available. Provider mode is for medical offices, physicians, and clinical staff filing PA requests on behalf of patients — it requires provider NPI, practice name, ICD-10, CPT codes, and clinical notes. Patient mode is for members filing their own appeal after a denial — only your insurance member ID, a description of your situation, and the insurer's submission details are required. Both modes support fax, portal, phone, and mail delivery and are accessible at faxseal.com/fax/prior-auth-robot.
Prior Authorization Agent
How does patient (self-filing) mode work?
In patient mode, you describe your situation in plain language — what was denied, what your doctor recommended, and why you believe the insurer should reconsider. The AI writes a professional appeal letter in your name that you can review and edit. Provider fields (NPI, practice name, CPT codes) are all optional — include whatever you have from your denial letter. Choose your delivery method (fax, portal, phone, or mail) and submit — FaxSeal generates the packet and, for fax, sends it automatically.
Prior Authorization Agent
How much does a PA submission cost?
Provider mode costs a small number of credits per submission; patient self-filing mode costs fewer. The exact credit cost is shown on the submission form before you confirm. Credits can be purchased in bundles from the Credits page and never expire. Both modes also accept direct card payment without credits — the price is shown at checkout.
Prior Authorization Agent
Which insurers are supported?
The PA Agent includes a directory of major US commercial insurers — UnitedHealthcare, Aetna, Cigna, Humana, Anthem, BCBS, Kaiser, Molina, Centene, and more — with their PA contact details and preferred submission methods pre-filled. If your insurer is not listed, you can still use the tool by entering the submission details manually. Visit faxseal.com/fax/prior-auth-robot to see the full insurer directory.
Prior Authorization Agent
What does the AI actually do?
The AI reads your clinical notes, diagnosis, procedure details, and insurer name, then writes the clinical justification or appeal letter section of the PA letter. In provider mode it writes in formal clinical language, structured around medical necessity, prior treatments, and expected outcomes. In patient mode it writes in plain, professional language from the member's perspective. You review and edit the output before anything is sent — you are always in control.
Prior Authorization Agent
Is my clinical data sent to a third party?
When you click "Generate with AI," your clinical notes and case details are sent to an AI provider to generate the justification text. Do not include patient information beyond what is clinically necessary for the PA. Healthcare providers should review their organization's HIPAA and AI usage policies before submitting patient data to third-party AI services.
Prior Authorization Agent
What is the difference between Standard and Urgent?
Standard is for non-emergency requests — insurers typically respond within 3–15 business days depending on the plan. Urgent is for situations where a delay would seriously harm the patient's health, such as a surgery scheduled within 72 hours or an acute condition requiring immediate treatment. Insurers are federally required to respond to urgent PA requests within 72 hours. Only mark a request urgent when it is clinically warranted — misuse can result in denial.
Prior Authorization Agent
How do I track the outcome of a PA submission?
After submitting, you are taken to a tracking page (faxseal.com/fax/prior-auth-robot/track/[jobId]) that shows the delivery status and current PA status. For fax submissions it shows the fax delivery confirmation; for portal, phone, or mail submissions you can record your confirmation number (portal reference, call reference, or tracking number) directly on the page. When the insurer responds, record the outcome there. Approved and denied PAs appear in your dashboard history at faxseal.com/dashboard/prior-auth. If denied, you can file an appeal directly from the tracking page — patient details are pre-filled automatically.
Prior Authorization Agent
How do I record the insurer's decision on a PA request?
Open the PA tracking page (faxseal.com/fax/prior-auth-robot/track/[jobId]) and click "I received a decision from the insurer." Select Approved or Denied. If denied, a dropdown appears pre-filled with that payer's most common denial reasons — select the one that matches or choose "Other" to type a custom reason. Optionally add free-text notes (reviewer name, callback number, next steps). Confirm, and the outcome is saved. Approved PAs close out of the work queue. Denied PAs stay accessible for appeal.
Prior Authorization Agent
Why do I need to select a denial reason — not just notes?
The structured denial reason is stored separately from your free-text notes so FaxSeal can use it productively: it pre-fills the appeal form so staff do not have to re-enter the denial context, and over time it builds data on which payers deny most and for what reason. Free-text notes are for your reference only — the structured reason is what drives the workflow.
Prior Authorization Agent
Can I file an appeal after a denial?
Yes. From the PA tracking page for a denied request, click "Submit appeal →" in the amber banner at the bottom. The appeal form opens pre-filled with the original patient details, diagnosis, and procedure — including the denial reason you recorded. Update the clinical notes with additional supporting evidence (peer-reviewed literature, lab results, specialist letters) and regenerate the AI justification. The appeal is submitted as a new PA request linked to the original, using whichever delivery method you select. Its status in the work queue shows as "Appeal" (⚖️) so staff can track it separately from the original.
Prior Authorization Agent
What should I include in an appeal that was not in the original request?
Insurers deny on grounds they must articulate — use that denial reason as your target. Common additions that reverse denials: (1) peer-reviewed clinical guidelines directly supporting the procedure, (2) documentation that conservative alternatives were tried and failed, (3) a specialist letter of medical necessity, (4) lab or imaging results the original did not include, (5) a patient-specific statement of why a plan exclusion does not apply. The AI will incorporate whatever you add to the clinical notes — be specific and cite sources where possible.
Prior Authorization Agent
What is the "Calls due" tab in the work queue?
The "Calls due" tab is the daily action list for PA staff. It shows every pending PA where either (a) the follow-up date you set has arrived, or (b) the insurer's standard turnaround window has been exceeded and the PA is still pending. The tab badge turns red when there are items — visible without opening it. Staff arriving in the morning click "Calls due" to see exactly which PAs need a phone call today, without manually scanning the full queue.
Prior Authorization Agent
Is my form data saved if I get interrupted?
Yes. The PA form auto-saves your progress to your browser every few seconds. If you are redirected to sign in, your form data is automatically restored when you return. Drafts are stored separately per insurer and per mode (provider vs patient), so switching between them never overwrites each other.
Prior Authorization Agent
What is the PA Work Queue?
The PA Work Queue is a staff-facing view at faxseal.com/dashboard/prior-auth/queue that shows all pending prior authorization requests in one place, sorted by follow-up date then submission date. It is designed for medical offices with dedicated PA staff — each request shows days pending, the insurer SLA, assignee, and follow-up date at a glance. You can reach it from the "Work Queue →" link in the PA History header.
Prior Authorization Agent
How do I assign a PA request to a team member?
In the Work Queue, each row has an "Assign to me" button. Clicking it records you as the responsible staff member for that request. If the request is already assigned to someone else, the button changes to "Reassign to me." To unassign, click "Unassign" next to your name. Assignment is org-scoped — any member of your team workspace can assign or reassign any request in the queue.
Prior Authorization Agent
What is the follow-up date and how do I use it?
The follow-up date is the next date a staff member should check on a PA request — for example, the expected date to call the insurer for a status update. Click the date field in the Work Queue row and pick a date. It saves automatically. When a follow-up date is in the past, the date field turns red so overdue follow-ups are immediately visible. The queue sorts by follow-up date first, so the most time-sensitive requests always float to the top.
Prior Authorization Agent
What does the age badge (e.g. "7d") mean in the work queue?
The age badge shows how many calendar days have passed since the PA was submitted to the insurer. The color indicates how that compares to the insurer's configured turnaround window: green means the request is within the normal window, yellow means it is approaching the SLA, and red means it has exceeded the insurer's turnaround. Overdue rows are also highlighted in the background so they stand out immediately.
Prior Authorization Agent
What are the "Mine" and "Unassigned" filters?
"All pending" shows every submitted or appeal-pending PA in your workspace. "Mine" filters to requests assigned to you — useful for staff checking their own workload. "Unassigned" shows requests no one has claimed yet, so nothing falls through the cracks. The queue only shows actionable statuses (submitted and appeal pending) — approved, denied, and draft requests appear in PA History instead.
Prior Authorization Agent
Can I add internal notes to a PA request in the work queue?
Yes. Each row in the work queue has a staff notes field below the follow-up date. Enter any internal note — for example "Called UHC 5/20, rep said 2–3 more days" — and it saves automatically when you click away. Notes are visible to all team members in the queue but are never included in the PA letter sent to the insurer.
Prior Authorization Agent
Is the work queue available if I am not part of a team?
Yes. The work queue works for individual accounts too — you can still set follow-up dates, record notes, and assign requests to yourself. The "Assign to me" and "Unassigned" filters are most useful for teams where multiple staff members share the PA workload, but solo users benefit from the SLA tracking and follow-up reminders.
Prior Authorization Agent
Will I be notified when a PA is overdue or a follow-up date arrives?
Yes. FaxSeal sends an automatic email alert to the assigned staff member — or to the submitter if unassigned — when either of two conditions is met: (1) the follow-up date you set in the work queue has arrived, or (2) the insurer's standard turnaround window has been exceeded and the PA is still pending. You do not need to monitor the queue manually — the alert comes to you. Each job receives at most one alert per day to avoid duplicate emails.
Prior Authorization Agent
What does the SLA alert email look like and what should I do when I receive one?
The alert email shows the patient name, insurer, CPT code, how many days the PA has been pending, and the reason it was flagged (follow-up date reached, or insurer turnaround exceeded). It includes a direct link to the PA tracking page. When you receive an alert: (1) click the link to open the tracking page, (2) call the insurer to check status if needed, (3) record the outcome or update your notes and follow-up date in the work queue. Once a decision is recorded (approved or denied), the PA leaves the queue and no further alerts are sent.
Prior Authorization Agent
Who receives the SLA alert email?
If the PA request is assigned to a staff member in the work queue, that person receives the alert. If the request is unassigned, the alert goes to whoever submitted the PA. To make sure the right person is notified, assign requests in the work queue as soon as they are submitted — use the "Assign to me" button on each row.
Prior Authorization Agent
Can I import patient and case data from a CSV instead of typing it in?
Yes — provider mode has a built-in CSV importer that pre-fills the entire form from a spreadsheet row. Here is the step-by-step: ① Download the template Open the submission form for any insurer (faxseal.com/fax/prior-auth-robot/[insurer]). Above the checklist, click "Download template." This gives you pa-import-template.csv with every supported column and a sample row. ② Fill in your data Open the template in Excel, Google Sheets, or your EHR export tool. Fill in one row per patient. The most important columns are: Patient Name, Date of Birth (MM/DD/YYYY), Member ID, ICD-10 Code, Diagnosis Description, CPT Code, Procedure Description, Clinical Notes, and Provider NPI. Columns you leave blank are simply skipped — you can fill them in manually after importing. ③ Export as CSV In Excel: File → Save As → CSV (Comma delimited). In Google Sheets: File → Download → Comma Separated Values. Save the file anywhere on your computer. ④ Import Click "⬆ Import from CSV" on the submission form and pick your saved file. The form fills instantly — patient name, DOB, member ID, ICD-10, CPT, clinical notes, and provider details all appear in their fields. A green "✓ Fields imported from CSV" banner confirms success. ⑤ Review and generate Check the pre-filled fields, make any corrections, then click "Generate with AI" to write the clinical justification. The importer handles common EHR date formats (YYYY-MM-DD is converted automatically), strips formatting from NPI and CPT numbers, and maps urgency values like STAT and Routine to the correct options. 💡 Tip: The importer reads only the first data row. If you export a report with multiple patients, import one row at a time — each PA is a separate submission.
Prior Authorization Agent
What CSV column names does the importer recognise?
The importer is flexible — it accepts column names from common EHR and practice management exports, not just the exact template headers. Recognised names include: Patient: "Patient Name," "Patient" Date of birth: "Date of Birth," "DOB," "Birth Date," "Birthdate" — ISO format YYYY-MM-DD is converted automatically Insurance ID: "Member ID," "Member #," "Subscriber ID," "Subscriber #," "Insurance ID," "Policy ID," "Policy Number," "MRN" Group: "Group Number," "Group ID," "Group #," "Group" Diagnosis: "ICD-10 Code," "ICD-10," "ICD10," "Diagnosis Code," "DX Code," "DX," "Diagnosis Description," "Diagnosis," "DX Description" Procedure: "CPT Code," "CPT," "Procedure Code," "Service Code," "Procedure Description," "Procedure," "Service Description," "Service" Urgency: "Urgency," "Priority" — values STAT, Urgent, Emergent, Expedited, Rush map to Urgent; Routine, Elective, Non-urgent map to Standard Notes: "Clinical Notes," "Clinical Information," "Notes," "Clinical Summary," "Supporting Information" Provider: "Provider Name," "Rendering Provider," "Ordering Provider," "Attending Provider," "Referring Provider," "Physician Name," "Physician" NPI: "Provider NPI," "NPI," "Rendering NPI," "Ordering NPI" Practice: "Practice Name," "Facility Name," "Practice," "Facility," "Organization" Phone: "Provider Phone," "Office Phone," "Phone" Fax: "Provider Fax," "Office Fax," "Fax" Column headers are matched case-insensitively and asterisks are ignored (so "Member ID *" matches "Member ID"). If a column name is not recognised, that field is skipped silently — download the template to check.
Prior Authorization Agent
What is the "What you'll need" checklist on the insurer submission page?
Before you submit a PA, the left column of the submission form shows a payer-specific checklist of everything the insurer typically requires — for example, ordering provider NPI, member ID, ICD-10 and CPT codes, clinical notes, and any special forms. It also shows the accepted submission methods (portal, fax, phone, mail) and which is preferred, flags when a specific third-party form is required (for example, eviCore for Cigna), and lists the most common reasons that insurer denies requests. Reviewing this list before submitting reduces the chance of a denial due to missing documentation.
Prior Authorization Agent
How current is the payer checklist information?
Each insurer's checklist shows the date it was last verified and a direct link to the insurer's official provider portal so you can confirm the latest requirements before submitting. Payer rules change periodically — always check the payer's site for updates, especially for plan-specific or state-specific requirements (Molina, Centene, and state Medicaid plans vary significantly by state).
Medical Records Request
What is a HIPAA authorization and why do I need one?
HIPAA (45 CFR § 164.508) requires a signed authorization before a provider can release medical records to you or a third party. The authorization must include: patient name and date of birth, a description of which records you want and the date range, who is authorized to release the records, who is authorized to receive them, the purpose of the request, and an expiration date. Missing any element gives the provider grounds to reject the request.
Medical Records Request
Is a faxed authorization valid under HIPAA?
Yes. Fax is a HIPAA-permitted disclosure method. Many providers accept a faxed authorization with a typed name and declaration of authorization, but policies vary — some require a handwritten or electronic signature, or their own form. If your request is rejected for this reason, the provider will typically notify you, and you can mail a signed copy or ask whether they have a preferred authorization form.
Medical Records Request
What happens after I send the fax?
The provider's medical records or Health Information Management (HIM) department logs your request. Under HIPAA, they have 30 days to respond — either by providing the records, denying the request in writing, or notifying you of a 30-day extension. Providers may send records by mail, fax, or secure patient portal. FaxSeal sends you a certified fax delivery receipt so you have proof of the date the request was received.
Medical Records Request
How long does it take to receive my records?
HIPAA gives providers up to 30 days to respond, with one allowed 30-day extension (60 days total). In practice, straightforward requests are often fulfilled within 5–15 business days. Emergency or treatment-related requests may be processed faster. State laws may impose shorter deadlines — check your state's health department website for specifics.
Medical Records Request
The provider hasn't responded — what should I do?
If 35 days have passed with no response: (1) Call the medical records department and provide your fax confirmation date — most delays are administrative. (2) Resend the request if they claim they didn't receive it; your original fax delivery receipt protects you. (3) File a complaint with the HHS Office for Civil Rights at hhs.gov/hipaa/filing-a-complaint if the provider is non-responsive beyond 60 days. Providers take OCR complaints seriously.
Medical Records Request
Can an attorney or authorized representative request records?
Yes. Attorneys may request records with a patient-signed authorization attached — the authorization must explicitly name the attorney or firm. Parents and legal guardians may request records for minor children. Anyone holding a healthcare proxy or power of attorney may request on the patient's behalf. The authorization letter must clearly state the relationship to the patient.
Medical Records Request
Can a provider charge me for my records?
Providers may charge a reasonable, cost-based fee for copying and mailing records, but cannot charge for time spent searching or retrieving them. Many states cap the per-page fee. For records requested for treatment purposes (e.g., transferring to a new provider), HHS guidance suggests fees should be limited to the cost of preparing and transmitting, and some states restrict fees further — check your state's health department rules. You can request a fee waiver in your authorization letter.
Medical Records Request
How do I find the provider's medical records fax number?
Check the hospital or clinic website under "Patient Services," "Medical Records," or "Release of Information." If it's not listed, call the main number and ask for the medical records or HIM department — they'll give you the direct fax number. Do not send requests to a general office fax; it will likely be ignored or lost.
Healthcare Referral
Who can use the healthcare referral workflow?
Any referring provider — primary care physicians, urgent care clinics, hospitalists, nurse practitioners, and care coordinators. It is a provider-to-provider communication. Patients cannot initiate a referral on their own behalf through this workflow; referrals are clinical documents sent from one provider to another.
Healthcare Referral
How do I find the specialist's fax number?
Use the NPI lookup built into the referral form — search by specialist or practice name and the fax number is pulled directly from the CMS NPI Registry. If the provider is not listed or has not registered a fax number in the registry, you can enter it manually. Most specialist offices also publish their referral fax number on their website, or you can call the front desk.
Healthcare Referral
What does the referral letter include?
The generated letter includes: referring practice name and contact information, patient name and date of birth, specialist name and specialty, reason for referral, urgency level (routine/urgent/emergent), ICD-10 diagnosis codes, clinical notes or relevant history, and an attestation from the referring provider. You can preview the full letter before sending.
Healthcare Referral
What is the difference between a referral and a prior authorization?
They are separate processes. A referral is a provider-to-provider communication telling the specialist you are sending a patient. A prior authorization (PA) is a request to the patient's insurer to approve coverage of the specialist visit. Many insurers require PA before the appointment can be booked. The referral fax does not substitute for a PA. Confirm the patient's insurance requirements before sending the referral to avoid a surprise denial.
Healthcare Referral
How long until the specialist contacts the patient?
There is no federal mandate on specialist scheduling timelines for commercial insurance. Based on Merritt Hawkins 2022 survey data (15-city US average), new patient wait times vary significantly by specialty: cardiology averages around 18 days, orthopedics 19 days, OB/GYN 21 days, psychiatry 26 days, and dermatology 35 days. For urgent referrals, always follow up the fax with a direct phone call to the specialist's office — fax delivery is immediate but a phone call ensures the office acts the same day.
Healthcare Referral
What should I do if the specialist's office says they didn't receive the referral?
Pull your fax delivery receipt from the referral history in your dashboard. The receipt includes the confirmed delivery date, time, and recipient fax number. Share that with the specialist's office — it establishes the fax was delivered and shifts the burden. If delivery actually failed, the dashboard will show a failed status and you can re-send directly from there.
Healthcare Referral
Is the referral letter HIPAA-compliant?
Fax is a HIPAA-permitted disclosure method (45 CFR § 164.312(e)). The referral letter is transmitted via encrypted fax and includes only the clinical information you enter. Your organization remains responsible for its own HIPAA compliance policies, including verifying the recipient fax number belongs to the intended specialist before sending.
Troubleshooting
What if my fax fails?
If the recipient line is busy, unreachable, or rejects the fax, the status shows "failed" and your payment authorization is automatically released — your card is never charged. You can retry or contact support.
Troubleshooting
How long does a fax take to deliver?
Most faxes deliver within 1–3 minutes once transmission begins. Busy lines or slow recipient machines can take longer. During high platform load, faxes are queued in order received and may wait briefly before transmission starts. The Track page shows live status.
Troubleshooting
My PDF failed to upload — what should I try?
Make sure your file is a valid PDF under 20MB. Encrypted or password-protected PDFs are not supported. Try opening the PDF in your browser and re-saving it.
Troubleshooting
I received a fax but the text extraction shows "processing…" — what should I do?
Text extraction usually completes within 30 seconds. If it still shows processing after a few minutes, try refreshing your inbox. If it remains stuck, contact support — we can manually trigger re-extraction.
Automation & AI
Can I send faxes from Zapier or Make?
Yes. Create an API token at faxseal.com/dashboard/api-tokens, then use it as the Bearer token in any Zapier or Make HTTP action. You can trigger faxes from Google Sheets, HubSpot, Airtable, or any app that supports webhooks — no code required.
Automation & AI
Can I send faxes from ChatGPT?
Yes. Open the FaxSeal GPT at chatgpt.com and sign in with your FaxSeal account. You can then send faxes, check delivery status, and check your credit balance just by chatting — no token copy-paste needed.
Automation & AI
Can I send faxes from Claude?
Yes, via the FaxSeal MCP server. If you use Claude Code, run: claude mcp add faxseal -e FAXSEAL_API_KEY=your_token -- npx faxseal-mcp. After that, you can send faxes by natural language directly inside Claude. Your token is available at faxseal.com/dashboard/api-tokens.
Automation & AI
Can I send faxes from my own code or scripts?
Yes. Use any HTTP client with Authorization: Bearer your_token on every request. The full API reference with code examples in curl, JavaScript, and Python is at faxseal.com/docs/api.
Anonymous Inbox
What is the Anonymous Inbox?
The Anonymous Inbox gives you a public link — like faxseal.com/inbox/yourname — that anyone can use to send you a PDF document. The sender never sees your fax number or email. The document is faxed directly to your dedicated FaxSeal number. It is ideal for journalists, lawyers, doctors, HR teams, or anyone who needs a secure public-facing submission link.
Anonymous Inbox
How do I set up my inbox handle?
Go to Dashboard → Inbox Link. Choose a handle (3–30 characters, letters, numbers, and hyphens). Once saved, your public link is live immediately. You must have a dedicated fax number on your account — the document is faxed to that number when someone submits.
Anonymous Inbox
Does the sender need a FaxSeal account?
No. Anyone with your link can submit a document — no account, no login, no payment. They just upload a PDF and optionally include their name, email, and a message. That is it.
Anonymous Inbox
Where does the document go when someone submits?
The document is faxed directly to your dedicated FaxSeal fax number. It arrives in your regular fax inbox just like any other received fax — with a cover page showing the sender's name and message if they provided one. You also receive an email notification with the sender's details the moment the submission arrives.
Anonymous Inbox
What does a submission cost?
Each inbox submission costs the same as sending a standard fax: 1 credit for 1–5 pages, 2 credits for 6–15 pages, 3 credits for 16–20 pages (US/Canada). Credits are deducted when the fax is queued for delivery, not when it is delivered.
Anonymous Inbox
Can I pause or delete my inbox handle?
Yes. From Dashboard → Inbox Link you can pause your handle at any time — submissions will be declined while paused, but your handle URL is preserved. You can also delete the handle entirely, which frees up the name immediately.
Anonymous Inbox
Is the submission truly anonymous?
Yes from the sender's perspective — your fax number and email are never disclosed. Senders can optionally include their name and email if they want a reply, but both fields are optional. If they leave everything blank, their submission arrives with no identifying information.
Anonymous Inbox
Why do I need a dedicated fax number to use the inbox?
The inbox routes submitted documents to your fax number so they arrive as real faxes — with a certified delivery receipt, just like any other inbound fax. Without a dedicated number there is nowhere to deliver the document.
Anonymous Inbox
Can a team workspace have its own inbox handle?
Yes. When you switch to a team workspace in your dashboard, the Inbox Link page manages a handle that belongs to the team — not any individual member. Submitted documents are faxed to the team fax number, credits are drawn from the team pool, and all team owners and admins receive email notifications on every submission. Only owners and admins can create, change, or pause the team inbox handle.
Anonymous Inbox
Can I receive inbox submission notifications via webhook?
Yes. Any API token with a webhook URL configured will receive an inbox.submission event payload the moment a document is submitted — before the fax is even sent. The payload includes the handle, sender name, sender email, message, page count, and the fax job ID. For team inboxes, only tokens belonging to owner or admin members receive the webhook.