Most failed faxes are temporary. Try sending again first - this fixes most errors. If it fails again, find your error message below.
Errors and what to do
| Error message | What it means | What to do |
|---|---|---|
| Insufficient Credit | Your plan's pages for this period, or your credit balance, have run out. Some destinations count one page as several. | Add credit or upgrade your plan, then resend. See Rates. |
| Number Busy | The recipient's line was busy. | Wait a few minutes and resend or use our retry mechanism. |
| No Answer | Nobody and no machine answered the call. | Resend when the recipient's fax machine is on and set to answer automatically. |
| No Fax Detected | The call connected, but no fax machine answered. | Check the number with the recipient. Ask them to turn on their fax machine. |
| Invalid Destination Number | The number isn't valid. | Add the country code and area code, e.g. +1 for the US. |
| Communication Error | The call dropped before the fax finished, often because of a bad line or the recipient hung up. | Resend. If it fails twice, check the number with the recipient before trying again. |
| Fax Negotiation Failed | Our system and the recipient's machine couldn't connect properly. The recipient may still have received some pages. | Ask the recipient which pages arrived, then resend so they don't get pages twice. If it fails twice, ask them to check their fax machine. |
| Destination Number Blocked | This number can't receive faxes from us, usually because it's a special or high-cost number. | Ask the recipient for a different fax number. |
| File Conversion Issue | Your file couldn't be converted into a fax. | Remove any password from the file and resend. Still failing? Check our status page |
Why a failed fax can still use credit
We pay phone carriers for every minute a call is connected, even if the fax doesn't finish. So if the call connected before the fax failed, credit can still be used for that fax.
To see what a fax cost:
- Go to Sent.
- Click the three dots (⋮) next to the fax.
- Select Fax Status.
Still not working?
Email support@alohi.com from your account email with the recipient's fax number, the date and time you sent it, and the error message.