FaxMonkey
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Troubleshooting

Fax not delivered?

Quick help with delivery issues - identify and fix the cause

Tested solutions
Fixed quickly

Quick diagnosis

80% of cases

Incorrect fax number, busy device or the recipient fax machine is switched off

First verify 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 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 is busy

Cause

The recipient fax machine is currently being used for another fax

Symptoms

Error after multiple 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 multiple attempts

Solution

Contact the recipient through another channel and ask them to check the fax machine.
4

Technical issue at the recipient

Cause

Paper jam, empty toner or a technical problem on the recipient's side

Symptoms

Partial transmission, distorted pages

Solution

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

Fax number no longer exists

Cause

The fax number has been disconnected or changed

Symptoms

Permanent error on all attempts

Solution

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

How to avoid the problem

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

Your fax is not being delivered? There can be several reasons, most can be resolved quickly.

In this troubleshooting guide we show you the most common problems and how to fix them.

The most common causes

In most cases, the problem is one of the following:

  • Wrong number: Typing error or missing code
  • Recipient busy: The device is currently in use
  • Device switched off: The recipient has not switched on the fax machine
  • Technical problem: Issue on the recipient's side

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 area code: The area code must match the city/region

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

FaxMonkey guarantee

At FaxMonkey we do everything to ensure successful delivery:

  • Automatic retries: If the line is busy, we try again automatically
  • Transparent status updates: You always know what happened
  • Money-back guarantee: Refund for non-delivery due to technical reasons (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 fax machine is currently receiving or sending another fax. This is normal and not a permanent problem. Please wait a few minutes, our system will retry automatically.

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 the recipient device is permanently switched off/defective, the guarantee does not apply. For details, please see our Terms and Conditions.

Can I see why the fax was not delivered?

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

Problem still unresolved?

If none of the solutions worked, there may be a technical issue. Our support team will be happy to assist you.

Go to help page

Problem solved?

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