HIPAA & BAAs

Fax is a HIPAA-only service that Pinnacle enables during onboarding, including setup for your fax phone numbers. It is not available through the standard API.

Sent and received faxes cost $0.025 per page, regardless of quality. Higher quality settings may take longer to process and send. Before sending a fax, Pinnacle temporarily sets aside enough credits for the prepared document. Afterward, the amount is adjusted to match the pages actually sent. Automatic retries and splitting a large fax into smaller parts do not add extra holds or charges.

Documents must use public HTTPS URLs without credentials. Redirects and private-network URLs are blocked. Files can be up to 50 MB, and a fax can contain 1–3,500 pages. Faxes over 350 pages are automatically split into parts of up to 350 pages each, and every part must be 50 MB or smaller. The parts still appear as one fax in the API.

For readable, reliable faxes:

• Use high-contrast black text on white Letter or A4 pages. Avoid small print, shading, and color-only meaning; fax transmission can change their appearance.
• Preview each source page before sending. Pinnacle fits TIFF pages to US Letter while preserving their aspect ratio, but fax transmission can still blur fine detail.
• Confirm the final status and transmitted page count. For important information, review the received pages with the recipient; neither an accepted request nor a page count proves legibility.

Pinnacle checks each document before sending it and rejects unsafe, damaged, encrypted, or oversized files. Rejected files fail before any credits are set aside. See Send Fax for all document and duplicate-request requirements.

Fax webhooks do not include document URLs. When you receive a FAX.RECEIVED event, call Get Fax with fax.id. The authenticated response includes a signed mediaUrl that expires after one hour. Treat this URL as sensitive: do not log or store it, and request a new one after it expires.