FaxMonkey
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Troubleshooting

Fax not delivered?

Quick help with delivery issues - find and fix the cause

Tested solutions
Fixed quickly

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

  • Checked the fax number with country code?
  • Fax number without spaces or special characters?
  • Recipient fax machine reachable?
  • Document as 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 brackets is omitted automatically.
2

Recipient fax machine busy

Cause

The recipient's 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 several 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 their fax machine.
4

Technical fault at the recipient

Cause

Paper jam, empty toner or a technical problem at the recipient

Symptoms

Partial transmission, distorted pages

Solution

Ask the recipient to check their fax machine. Send the fax again after the issue has been fixed.
5

Fax number no longer exists

Cause

The fax number has been disconnected or changed

Symptoms

Permanent error message on every attempt

Solution

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

How to prevent the issue

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

Your fax is not being delivered? That can have various causes, most of which 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:

  • Incorrect number: typing error or missing code
  • Recipient busy: the device is currently in use
  • Device switched off: recipient has not switched on the fax machine
  • Technical problem: fault at the recipient

How to check the fax number

Correct formatting of the fax number is crucial:

  • With country code: +49 30 12345678 (Germany)
  • Without special characters: no slashes, brackets or hyphens
  • Check the 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 to ensure successful delivery:

  • Automatic retries: for '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 will automatically try several 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 the event of persistent failure, you can request a refund.

What does 'Line busy' mean?

This message appears when the recipient fax machine is currently receiving or sending another fax. That 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?

In the event of non-delivery caused by a technical issue on our side, we will refund the amount. If the fax number is incorrect or 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 was not delivered?

Yes. The error report provides information on 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 a technical issue. Our support team will be happy to help.

Go to Help page

Problem solved?

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