FaxMonkey
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Troubleshooting

Fax not delivered?

Quick help with delivery issues, find and fix the causes

Tested solutions
Quickly resolved

Quick diagnosis

80% of cases

Incorrect fax number, busy machine 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 in PDF or a common image format?
  • File size under 20 MB?

Possible causes & solutions

Click a cause to see the solution

1

Incorrect fax number entered

Cause

Typing error, 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 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 via 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 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 resolved.
5

Fax number no longer exists

Cause

The fax number has been deactivated or changed

Symptoms

Persistent error message on all attempts

Solution

Look up the current fax number of the recipient. 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 just 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 being delivered? There can be several reasons, most can be resolved 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 caused by one of the following:

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

How to check the fax number

The correct formatting of the fax number is essential:

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

At 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 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 several times to deliver your fax if the recipient device cannot be reached 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'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 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 or defective, the guarantee does not apply. Details can be found 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', 'Number invalid' or similar messages that help you troubleshoot.

Problem still not solved?

If none of the solutions worked, it may be due to a technical issue. Our support team will be happy to help.

Go to help page

Problem solved?

Try again now, this time it will work!

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