FaxMonkey
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Troubleshooting

Fax not coming through?

Quick help with delivery issues - find and fix the cause

Tested solutions
Quick fix

Quick diagnosis

80% of cases

Incorrect fax number, busy device or fax machine switched off

First check the fax number and wait a few minutes before trying again.

Quick check

Check these points first

  • Fax number checked with country code?
  • Fax number without spaces or special characters?
  • Recipient fax machine reachable?
  • Document as PDF or common image format?
  • File size under 20 MB?

Possible causes and solutions

Click a cause to see the solution

1

Incorrect fax number entered

Cause

Typo, missing country code or wrong area code

Symptoms

Immediate error message, 'Number not reachable'

Solution

Check the number carefully. Use the format +49 (0) XXX XXXXXXX for German numbers. The zero in brackets is omitted automatically.
2

Recipient fax machine is busy

Cause

The recipient fax machine is currently being used for another fax

Symptoms

Error message after several attempts, 'Line busy'

Solution

Wait a few minutes and try again. FaxMonkey automatically makes multiple delivery attempts.
3

Recipient fax machine switched off

Cause

The recipient's fax machine is not switched on or not connected to the line

Symptoms

No connection after several attempts

Solution

Contact the recipient by another means and ask them to check the fax machine.
4

Technical fault at the recipient

Cause

Paper jam, empty toner or technical issue on the recipient side

Symptoms

Partial transmission, distorted pages

Solution

Ask the recipient to check their fax machine. Resend the fax after the issue has been resolved.
5

Fax number no longer exists

Cause

The fax number has been deactivated or changed

Symptoms

Permanent error message on all attempts

Solution

Look up the recipient's current fax number. Contact them by phone or email for the correct number.

How to avoid the issue

  • Save frequently used fax numbers with country code in a contact list.
  • Do not send important faxes right before close of business - recipient devices might already be switched off.
  • If deliveries repeatedly fail, check whether the recipient still actively receives faxes.

Your fax is not coming through? This can have various causes - most can be fixed quickly.

In this troubleshooting guide we show you the most common issues and how to resolve them.

The most common causes

In most cases the problem is one of the following:

  • Wrong number: Typo or missing area code
  • Recipient busy: The device is currently in use
  • Device switched off: The recipient has not switched on the fax machine
  • Technical issue: Fault at the recipient

How to check the fax number

The correct formatting of the fax number is crucial:

  • With country code: +49 30 12345678 (Germany)
  • No special characters: No slashes, brackets or hyphens
  • Check the area code: The area code must match the city or region

With FaxMonkey the format is automatically checked before you pay.

FaxMonkey guarantee

At FaxMonkey we do everything to ensure successful delivery:

  • Automatic retries: If 'busy' we automatically try again
  • Transparent status messages: You always know what happened
  • Money-back guarantee: Refund in case of non-delivery due to technical reasons (see terms and conditions)

Frequently asked questions

How many delivery attempts does FaxMonkey make?

FaxMonkey automatically makes multiple attempts to deliver your fax if the recipient device is not reachable on the first try. You will be informed of the status and can request a refund in case of persistent failure.

What does 'Line busy' mean?

This message appears when the recipient fax machine is currently receiving or sending another fax. This is normal and not a permanent issue. Wait a few minutes, our system will automatically try again.

Do I get my money back if the fax does not arrive?

If non-delivery is caused by a technical issue on our side, we will refund the amount. If the fax number is incorrect or if the recipient device is permanently switched off or defective, the guarantee does not apply. You can find details in our terms and conditions.

Can I see why the fax did not arrive?

Yes. The error report provides information about the reason for the failure: 'Busy', 'No answer', 'Invalid number' or similar messages that help you troubleshoot.

Problem still not solved?

If none of the solutions worked, it may be due to a technical issue. Our support team will be happy to help.

Go to help page

Problem solved?

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