FaxMonkey
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Troubleshooting

Fax not delivered?

Quick help with delivery issues - identify and fix the causes

Tested solutions
Quickly resolved

Quick diagnosis

80% of cases

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

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

Quick check

Check these items first

  • Did you include the country code in the fax number?
  • Fax number without spaces or special characters?
  • Is the recipient's fax machine reachable?
  • Document as PDF or a common image format?
  • File size under 20 MB?

Possible causes and solutions

Click a cause to view the solution

1

Incorrect 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 parentheses is automatically omitted.
2

Recipient's fax machine is 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 multiple delivery attempts.
3

Recipient's fax machine turned off

Cause

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

Symptoms

No connection after several attempts

Solution

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

Technical issue on the recipient's side

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. Resend the fax after the issue has been resolved.
5

Fax number no longer exists

Cause

The fax number has been disconnected 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 prevent the issue

  • 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 turned off.
  • If deliveries keep failing, verify that the recipient still accepts faxes.

Is your fax not being delivered? There can be various reasons - most can be fixed quickly.

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

The most common causes

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

  • Wrong number: Typo or missing area code
  • Recipient busy: The device is currently in use
  • Device 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

The correct formatting of the fax number is essential:

  • Include country code: +49 30 12345678 (Germany)
  • No special characters: No slashes, parentheses, or hyphens
  • Check the area code: The code must match the city or region

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

FaxMonkey guarantee

At FaxMonkey, we do everything to ensure successful delivery:

  • Automatic retries: If it is 'busy', we will automatically try again
  • Transparent status updates: You always know what happened
  • Money-back guarantee: Refund if non-delivery is due to a technical issue (see Terms and Conditions)

Frequently asked questions

How many delivery attempts does FaxMonkey make?

FaxMonkey automatically retries delivery several times if the recipient's device is not reachable on the first attempt. 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 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 caused by a technical issue on our side, we will refund the amount. In cases of an incorrect fax number or if the recipient's device is permanently turned 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 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, a technical issue may be the reason. 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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