FaxMonkey
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Troubleshooting

Fax not received?

Quick help with delivery issues - identify and resolve the causes

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 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

Typo, missing country code or incorrect 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 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 problem on the recipient's side

Symptoms

Partial transmission, distorted pages

Solution

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

Fax number no longer exists

Cause

The fax number has been deactivated or changed

Symptoms

Persistent error message for 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 right before close of business - recipient devices may already be switched off.
  • If deliveries repeatedly fail, check whether the recipient still actively receives faxes.

Your fax is not being received? There may be several reasons - most can be resolved quickly.

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

The most common causes

In most cases, the issue is caused by one of the following:

  • Incorrect number: Typo 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: 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)
  • Without special characters: No slashes, brackets 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 to ensure successful delivery:

  • Automatic retries: If 'busy', we automatically try again
  • Transparent status updates: You always know what happened
  • Money-back guarantee: Refund for non-delivery due to a technical issue (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's device is not reachable on the first try. You will be informed about the status and can request a refund in case of persistent failure.

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 issue. Please 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 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. 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 with troubleshooting.

Still not resolved?

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?

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