Help | Your Account | Blueface

To port your number to Blueface you must have an active Blueface account. You must then complete the port request form online.

This form can be found on the ‘Account Management’ page of the customer portal. You will also need to send in a copy of a recent invoice, to show proof of ownership of the number.

Remember if you are reliant on your telephone supplier for your broadband connection or for your alarm system you cannot port your number to Blueface.

Yes, the white pages are produced annually and you will automatically be added to the directory unless you wish to have your number ex-directory.

You can manage these options on the Blueface Customer Portal under the ‘National Directory’ tab on the ‘Online Account Management’ page.

076 numbers will not be listed in the telephone directory.

1. Renewing your call plan is easy, simply log in to your Blueface account and choose the ‘Call Plan Renewal’ button. You will then we guided to the Blueface shop to process your payment.

2. Auto renew is also a great option if you think you won’t be near a computer to renew your call plan or if you simply want an automatic hassle-free way to keep your subscription active. Automatic renew can be set-up on a debit card, credit card, or by direct debit.

3. If you wish to renew your service for 12 months, you will need to contact the Customer Care Team at accounts@blueface.com

To change your call plan, you will need to contact the Customer Care Team at accounts@blueface.com

There are two different options for topping-up call credit:

1. OnlineYou will find the Pay As You Go Top Up link on the portal main page. You will then be guided to the Blueface shop to complete the purchase.

2. Automatic Top-up
You can set your call credit to automatically top-up once the balance reaches a certain amount. This tool can be found on the ‘Call management’ page listed under ‘Balance Management’.

Blueface allows businesses to send and receive secure, compliant faxes without a fax machine.

How Do I Send a Fax?

Any Blueface Customer can send a fax via email. You do not need a fax number allocated to your Blueface account.

You must use one of the email addresses registered to your Blueface account to send a fax. If you want to use a different email to send faxes please contact support@blueface.com and register another email address. If you do not do this, your fax will fail.

Remember to check that you have call credit before you send the fax, as sending costs €0.12 per minute.

1. Open your email client and type the recipients number in the “To” field followed by @fax.blueface.ie
2. Attach your fax document as a .PDF or .TXT file.
3. Click Send to send your fax.

How Do I Receive a Fax?

If you wish to receive faxes you must get a fax number.

Customers on the small office plan automatically get a fax number, all other business and residential customers can apply for a fax number through the online store or by emailing accounts@blueface.com.

You must set an email address for your incoming faxes.

Set your Email for Incoming Faxes

1. Login to your account and select “My Account” from the customer menu.
2. All numbers associated with your Blueface account are listed at the top of this page. If you have a fax number associated with your Blueface account it will appear here.
3. Scroll down the page until you come to a section titled “Set your email address for incoming faxes”. Enter your preferred email address for fax delivery here.

If you require more than one email address to be listed please contact Blueface support@blueface.com to request additional addresses. Another alternative is to create a new email address specifically for fax use e.g. fax@company.ie then all interested parties can use this to receive faxes.

Specify Emails Allowed to Send Faxes

In order to allow a fax to be sent our system needs to recognise the email address it is sent from. We need to know all the email addresses you want to send faxed with.

1. Login to your account and select “My Account” from the customer menu.

2. In the section called “Your Fax e-mail(s)” you will see a list of the email we have associated with your account.

Below that you will see a text box where you can enter a new email address. Fill this with the email address you want to send faxes with and click on the ‘Add Email’ button on the right.

If the address you specified was in a valid format and was not yet listed on our system it will be added.

Yes, Blueface is a fully portable phone service. Traditional phone services are restricted to the geographical location where they are installed.

Blueface works over any stable broadband connection which means your call plan and phone number are not fixed to a particular place.

As a result anywhere there is a broadband connection you can use your Blueface account and make and receive phone calls.

You can have your Blueface account registered at the office, on a laptop or on a SIP enabled mobile but if you have more than one device registered with Blueface at the same time you must create a new SIP account for each one.

This will ensure you have no audio issues and good call quality.

How to access the voicemail?

1. Online: By selecting the ‘Voicemail’ tab on the customer portal, you can listen to your voicemails online, as well as download them and delete them.

2. From a Blueface Phone: Dial 171 from your Blueface phone. At the voice-prompt enter your voicemail PIN. You will then hear the voicemail options menu.

3. From Any Phone: Dial (01) 5242020 from any touch-tone phone. At the voice-prompt enter your voicemail box and voicemail PIN. You will then hear the voicemail options menu.

How to set up and manage the voicemail?

Changing PIN
If you wish to change your voicemail PIN or the email address that your voicemails go to, log in to the customer portal and select the ‘Voicemail’ page. There you can change your new voicemail password. Your voicemail PIN must be a minimum of 4 and maximum of digits.

Voicemail on your Landline

As a Blueface customer using landline services, you are entitled to have a free mailbox number for every sip account purchased, however, additional mailboxes may be added if required.

How to record a Voicemail greeting
1. Call 171 from the handset in questions (if set up as above)
2. Select Option 0 for Mailbox options
3. Select Option 4 for manage temp greeting. (avoid greeting options 1, 2 and 3)
4. Record your selected greeting and press #

How to check your Voicemail
There are 4 ways of checking voicemails that have been left in your Mailbox.

– From an Enabled Panasonic Handset
1. Dial 171 from the phone itself.
2. Input the PIN number (if Required)

– From an External handset (Any Other Phone)
1. Dial 01 524 2020 from any Phone.
2. Input the Mailbox Number and the Required PIN.

– From your Email.
1. Open the attached file within the email notification received to advise on the Voicemail.

– From Blueface Customer Portal.
1. Log into the Blueface Portal using the required Username and Password.
2. Select Voicemails.

Troubleshooting

Calls going straight to Voicemail.
1. Blueface ensures Do no disturb or call forwarding is not enabled.
2. Make sure to update your firewall settings to the Blueface recommended settings*.

Blueface Firewall Recommended Settings:
1. Allow all traffic from and to IP range of 194.213.29.0/24 (whole subnet)
2. Make sure SIP ALG is disabled
3. UDP keep alive timeout needs to be set to 200 seconds

Unfortunately, these changes will need to be made via your I.T support team or with the assistance of your broadband provider as Blueface do not have access to your router nor are allowed to make changes to third party devices.

Once amended please let a member of our support team now by phone on 015242000 or by email to support@blueface.com for us to test the lines once the changes have been made.

*Please note that Blueface shall not be responsible for any issues caused by misconfigured firewall or any other network equipment and you are responsible for ensuring that there is a secure connection.

Recordings not saving
1. Make sure the voicemails time is a minimum of 4 seconds (otherwise it will not be recorded).
2. Leave a test voicemails and see if has been received by accessing the mailbox externally (dial 015242020).
3. If the problem persists, contact support@blueface.com.

Voicemail on your Mobile

As Blueface Mobile customer you will receive a free Mailbox to use with your mobile, however, you will be required to activate it on their handset.

How to Activate your Voicemails

To ensure the voicemail is fully active for a new Blueface mobile you will need to enter the following code on the phone:

*004*0035315242020*11*20#

It will take approximately 30 minutes for this to activate and you will need to restart your phone in order for the divert to fully take effect.

Once this is done, you can access your voicemails by dialling 171 on your phone and entering your PIN.

Change or remove Mailbox PIN
If you want to change the PIN number, contact Blueface at support@blueface.com. Your PIN number must be at least 4 digits and max. 5 digits.

How to Record a New Greeting

To Set you your voicemail from the Handset in questions please:
1. Call 171 from the phone itself
2. Input your PIN number (if required)
3. Dial 0 for Mailbox options
4. Dial 4 to manage your temporary greeting (this greeting will not be temporary)
5. Record your greeting
6. Press #

To Set you your voicemail from another handset please:

1. Call 015242020
2. Input your Mailbox number
3. Input your required PIN number
4. Dial 0 for Mailbox options
5. Dial 4 to manage your temporary greeting (this greeting will not be temporary)
6. Record your greeting
7. Press #

How to Check Voicemails
You have 4 ways of checking voicemails that have been left in your Mailbox. The first of which below is only when a Panasonic handset has been set up via the admin. (To do this, please see above)

– From an Enabled Panasonic Handset
1. Dial 171 from the phone itself.
2. Input the PIN number (if required)

– From an External handset (any other phone)
1. Dial 01 524 2020 from any phone.
2. Input the Mailbox number and the required PIN.

– From their Email.
1. Open the attached file within the email notification received to advise on the Voicemail.

– From Blueface customer portal.
1. Log into the Blueface portal using the required Username and Password.
2. Select Voicemails.
Please mind that you can listen to your voicemails once you have downloaded them.

Troubleshooting

Voicemail not working.
1. Key in the following on the phone: *004*0035315242020*11*20#
2. You should be notified that this has been confirmed or activated (depending on the phone)

Recordings not saving
1. Make sure the voicemails time is a minimum of 4 seconds (otherwise it will not be recorded).
2. Leave a test voicemails and see if has been received by accessing the mailbox externally. (Dial 015242020)
3. If the problem persists, contact support@blueface.com.

Your call history is available on the customer portal on the ‘Call Reporting’ page. This allows you to track all incoming and outgoing calls to your Blueface phone.

Every call is recorded instantly so you have a real-time call log which means you don’t have to wait for a monthly bill. You can monitor how much a call costs or check and see how long you spent on the phone. Best of all it tells you exactly how much you are spending and it will let you know when and if you need to top-up your call credit.

A call filter is a handy tool that lets you sort your calls by date, caller, destination, description, rate, duration and cost. If you need a call log you can download the last three months of your call history as a CSV file which can then be opened in Excel or Numbers.

Date (UTC+1): Lists the time of your call in standard time (Northern Hemisphere winter) +1.

Type: indicates incoming calls and outgoing calls.

Caller: PSTN caller ID, this is the number that your contact will see displayed on their phone. Incoming caller IDs will also be displayed.

Called #: This tells you the number that was dialled to reach you on an incoming call. This can be useful especially as most Blueface customers have several numbers on one account.

Destination: On an outgoing call this lists the number dialled.

Description: Describes the geographic location of the dialled number for example, Ireland – Galway, Ireland – CallSave 1850, UK National etc.

Rate: Indicates whether the call was at a peak or off-peak rate.

Duration: Will tell you the length of your phone call, if there was no answer or if the line was busy.

Rate (€/min): Indicates the rate of the call in Euros per minute.

Cost (€): Lists the total cost of the call.

Balance: Your call credit balance.

Svc: The service type. Was it a pay as you go charge, or included in your call plan?

All the numbers on your Blueface account can be found on the ‘Account Management’ page of the customer portal. They are listed under ‘Your Numbers’.

To change your password, go to the ‘Account Management’ and select ‘Web Password’.

There you can enter your new password details and confirm your current password, in order for the change to be made.

Your address details can be updated on the ‘Account Management’ page, under ‘Addresses’.

You can send SMS text messages from your Blueface account. All you need is some call credit and you can send a text to any mobile number from the portal.

The default sender ID will be Blueface. If you would like this changed to another number, or business name, please contact our Customer Care Team at accounts@blueface.com.

In the ‘Online Account Management’, you can decide to pay via credit card or direct debit.

From the Blueface portal you can add your credit card details or download the direct debit form that needs to be filled in and returned to Blueface by post.

Blueface Ltd.

10/11 Exchange Place,

International Financial Services Centre,

Dublin 1.

If you have questions related to your payment method please contact accounts@blueface.com or call 015242000.

Any change made to the account needs to be sent by the account holder with the registered e-mail address to accounts@blueface.com. Please always make sure to specify the old e-mail address and the new e-mail address.

If you go to your ‘Online Account Management’ section of the portal, under ‘Invoices’, you will be able to download and print up to 20 invoices. If you need to view more invoices, please contact accounts@blueface.com. From this section you may also settle your outstanding invoices by clicking on ‘View’.