FaxMonkey
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Troubleshooting

Fax not getting through?

Quick help with delivery issues - find and fix the cause

Tested solutions
Quick fix

Quick diagnosis

80% of cases

Wrong 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

Wrong fax number entered

Cause

Typo, missing country code or wrong area code

Symptoms

Immediate error message, 'Number unreachable'

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 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 powered 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 on the recipient 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 deactivated or changed

Symptoms

Persistent error message 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 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 receives faxes.

Your fax is not getting through? There can be several reasons - most can be fixed quickly.

This troubleshooting guide shows you the most common problems and how to solve them.

The most common causes

In most cases the problem is one of these:

  • Wrong number: typos or missing dialling code
  • Recipient busy: the device is currently in use
  • Device switched off: the recipient has not turned on the fax machine
  • Technical issue: fault at the recipient end

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 code must match the city or region

With FaxMonkey the format is checked automatically before you pay.

FaxMonkey guarantee

At FaxMonkey we do everything for a successful delivery:

  • Automatic retries: if '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 cannot be reached on the first attempt. You will be informed about the status and can request a refund if delivery ultimately fails.

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. Wait a few minutes, our system will retry automatically.

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

If non-delivery is 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. 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 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 help.

Go to help page

Problem solved?

Try again now - it will work this time!

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