If your fax number disappeared from your account after a plan change, here's what likely happened and how to fix it.
Why this can happen on plan upgrades
Most plan upgrades preserve your fax number. However, some plan transitions require number reassignment:
- Free to paid (any plan): A fax number is assigned for the first time. There's no number to "lose," but you may not see one until the upgrade fully processes (this can take a few minutes).
- Basic to Premium / Premium to Business: Number is preserved.
- Premium or Business to Enterprise: Number is preserved, but Business and Enterprise have different number management. Your number should still be visible under All My Numbers.
What to check
- Log in to Fax.Plus. Your current number should be listed under All My Numbers.
- Wait 5-10 minutes after a plan change. The dashboard sometimes takes a moment to update.
- If the number isn't shown but you can still send and receive faxes from it, refresh your browser cache and log in again.
If the number is genuinely missing
If your number is no longer in your account and you've waited 10 minutes:
- Check your email for any notifications about the number being released.
- Contact support@alohi.com with your account email, the previous fax number, and a description of the upgrade you performed. We can typically restore a recently released number.