My device isn't functioning as expected. How do I get help?
The quickest way to get help is to give us a call on 1300 376 347. We'll ask you a few questions and do our best to help resolve your issue over the phone. If we can't, we'll arrange for a technician to come out and see you.
What is the ID number for my device?
Your device will have a sticker on the front of it with an ID number that's unique to your device. Have this number handy if you need to call us.
What happens if I run out of toner?
We're able to monitor many (but not all) device toner levels on your behalf. When toner is getting low we'll be alerted and we'll ship the cartridges you need just-in-time.
For the devices we can't monitor remotely, you will notice an alert appears on the screen. Alternatively you can check the toner levels on the device at any time . When toner is low please call us or email firstname.lastname@example.org as soon as you can and we'll send you what you need.
What happens when my waste toner is full?
Not all devices are able to send efex an alert when the waste toner is almost full or full. So you don't get caught out, we recommend you call us or email email@example.com as soon as you replace your last waste toner cartridge and we'll send you a new spare to keep on hand.
What should I do with my empty toner cartridges & full waste toner cartridges?
We participate in Planet Ark's Close the Loop program, and strongly encourage you to do the same. Click here to learn more and sign up to the free program. They'll arrange for your used cartridges to be collected.
Will I get charged for a service call if I need one?
If you don't have a current service agreement with us and need support, we'll give you a quote for the work needed and proceed once we have your approval.
If you have a print service agreement in place with us and your issue is within the scope of the agreement, then no, you won't be charged. If it's out of scope there could be additional fees which will be quoted for your approval before we proceed.
I know my device can do more, but I don't know where to start. Can efex help?
Absolutely! Please call us on 1300 376 347 or reach out to your efex Account Manager and we'll talk through what you'd like to achieve and how it can be implemented.
What's the best kind of paper to use in my device?
For everyday printing we recommend using a good quality matte recycled 80gsm stock. (If it's not good quality it can cause issues with your device.) However, if you're printing in colour (e.g. a promotional flyer) you may prefer a heavier weight with a gloss finish. Irrespective, make sure your print settings match the paper type before you hit the print button.
How can I scan and send straight to my email address?
Many of our devices include scan-to-email capabilities. If yours doesn't, we can add on software that will help you do just that (and more). Please call us so we can work out what's best for your team.
I sit far away from the device. How can I stop other people from seeing confidential documents I print out?
Short of running at speed across the office and taking out a few colleagues along the way, you can securely release your print job with one of our add-on print control software products. Get in touch so we can work out the best option for you and your team.
Can I get help after hours if I need it?
Our technical team are available to help you from Monday to Friday between 8.30am to 5.00pm.
How secure is my print device?
Your device has advanced security built into it as a standard. It's also patched regularly with firmware updates. However, if you haven't already, we strongly encourage you to overlay it with document control software to ensure the right people in your team have access to the right information when they need it. We can help you with a solution that works for your business.