FaxMonkey
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Troubleshooting

Fax not delivered?

Quick help with delivery issues - find and fix the causes

Tested solutions
Quick fix

Quick diagnosis

80% der Fälle

Incorrect fax number, busy recipient fax machine, or fax machine turned off

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

Quick check

Check these points first

  • Did you verify the fax number with country code?
  • Fax number without spaces or special characters?
  • Is the recipient's fax machine reachable?
  • Is the document a PDF or a 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

Typing error, 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 parentheses is omitted automatically.
2

Recipient fax machine is busy

Cause

The recipient's fax machine is currently being used for another fax

Symptoms

Error message after multiple attempts, 'Line busy'

Solution

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

Recipient fax machine turned off

Cause

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

Symptoms

No connection after multiple attempts

Solution

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

Technical issue on the recipient's side

Cause

Paper jam, empty toner or technical problem at the recipient

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 was disconnected or changed

Symptoms

Persistent error message on every attempt

Solution

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

How to prevent the problem

  • Save frequently used fax numbers with country code in a contact list.
  • Do not send important faxes right before business closing time - the recipient machines may already be turned off.
  • If deliveries keep failing, check whether the recipient still accepts faxes.

Is your fax not being delivered? There can be several causes - most can be fixed quickly.

In this troubleshooting guide we show you the most common problems and their solutions.

The most common causes

In most cases the problem is due to one of these causes:

  • Wrong number: Typo or missing code
  • Recipient busy: The machine is currently in use
  • Machine turned off: The recipient has not turned on the fax machine
  • Technical problem: Issue on the recipient's side

How to check the fax number

Correct formatting of the fax number is essential:

  • With country code: +49 30 12345678 (Germany)
  • Without special characters: No slashes, parentheses or hyphens
  • Check area code: The area code must match the city/region

With FaxMonkey, the format is checked automatically before you pay.

FaxMonkey guarantee

At FaxMonkey we do everything for successful delivery:

  • Automatic retries: For 'busy' we will automatically try again
  • Transparent status messages: You always know what happened
  • Money-back guarantee: Refund for non-delivery caused by technical issues (see Terms and Conditions)

Frequently asked questions

How many delivery attempts does FaxMonkey make?

FaxMonkey automatically tries multiple times to deliver your fax if the recipient device is not reachable on the first attempt. You will be informed about the status and, in case of persistent failure, you can request a refund.

What does 'Line busy' mean?

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

Will I get my money back if the fax is not delivered?

If non-delivery is due to a technical issue on our side, we will refund the amount. If the fax number is incorrect or if the recipient device is permanently turned off/defective, the guarantee does not apply. See our Terms and Conditions for details.

Can I see why the fax was not delivered?

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, there may be a technical issue. Our support team will be happy to help.

Go to help page

Problem solved?

Try again now, it will work this time!

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