Most issues with the Fax.Plus integration fall into one of a few states: the connection has dropped, the plan is inactive, or the user lacks access. Identify your symptom below. Some fixes are for Salesforce admins and others for end users; each is clearly marked.
The Fax.Plus component shows a message instead of the Send / Sent / Inbox tabs
The component changes what it shows based on the state of the connection. Match the message to the fix:
- Not connected (the org is not linked to Fax.Plus, or the link dropped): Admin, open the Fax.Plus Setup screen and select Connect in the Connect to Fax.Plus row.
- Upgrade needed (the plan does not include the integration): Admin, open the Plan & Billing row and upgrade to the Business plan or higher.
- Payment needed (payment is pending, failed, or disputed): Admin, go to the Fax.Plus billing page and settle it.
- No access (this user has no Fax.Plus account on their email): User, ask your admin for access (see below).
“Send with Fax.Plus” is missing on a record
- Cause: the component and button are not placed on that object’s page, or you do not have access.
- Admin fix: in the Fax.Plus Setup screen, open Page Layouts and place the component and button on the object (Opportunity, Contact, Account, Lead, or custom).
- User fix: if it is placed for others but not you, ask your admin to add you to the Fax.Plus permission set.
A user cannot use the integration even though it is set up
The user needs two things:
- To be assigned to the Fax.Plus permission set in Salesforce (the admin does this in the Users row).
- A Fax.Plus account on the same email they use in Salesforce.
If either is missing, the component shows No access and tells the user to contact the admin.
A fax failed to send
Open the Sent tab and read the status. Failed faxes show the reason reported by Fax.Plus (for example, a busy line or an invalid number). Fix the cause (often the recipient number) and send again. If failures repeat across many faxes, it points to a connection or account problem, not the single fax, so check the states above.
The connection keeps dropping or authentication fails
- Admin: open the Setup screen and reconnect (Connect to Fax.Plus). This refreshes the link.
- If it drops again right after, confirm the Fax.Plus account used to connect is still active and has access.
- Salesforce shows a notification when an authentication error happens, so admins know to act.
A new version of the app is available
When Fax.Plus releases an update, the Setup screen shows an Update button. Admins should apply it to get the latest fixes.
Still stuck?
Contact our support team from the Resources row in the Setup screen, or see “FAQ: Salesforce integration”.