Why did my fax use more pages than it has?

Your page balance can go down faster than the number of pages in your documents. Here's how pages are counted, how to check what each fax used, and what to do if you see "Insufficient credit".

How pages are counted

Each fax, sent or received, is billed by whichever is greater:

• the number of pages transmitted, or
• the connection time, in full or partial 60-second blocks.

Most pages go through in under a minute, so usually 1 page = 1 page. A slow connection changes that:

• A 1-page fax that takes 30 seconds counts as 1 page.
• A 1-page fax that takes 1 minute 6 seconds counts as 2 pages.

Three more things affect the count:

• Received faxes count too. On paid plans, your monthly pages cover both sent and received faxes.
• Interrupted faxes still count. If the call connects and then fails or drops, the connection time is billed.
• Some destinations count as more than one page. Rates for each country are on our rates page.

Check what a fax used

1. Go to Faxes → Sent (or Inbox for received faxes).
2. Click the three dots next to the fax and select Fax Status.
3. Check the duration and Cost (No. of Pages). This is the exact number of pages deducted for that fax.

To see your remaining pages and the date they reset, go to Settings → Plan & Billing.

Why you see "Insufficient credit"

The fax needs more pages than your account has left. Common reasons:

• You're on the Free plan. It includes 10 free pages in total, one time only. They do not renew each month, and the Free plan is send-only.
• Your monthly pages are used up. They reset on your next billing date.
• The estimate is higher than the document. A long document, a slow line, or a destination that counts as multiple pages can push a fax over your remaining balance.

To send now, add credit in Settings → Plan & Billing, then go to your Outbox and click Resend. On the Free plan, see Can I buy extra fax pages or credits on the Free plan?

If you fax regularly, a plan with more monthly pages usually costs less than buying credit each time. See pricing.

Use fewer pages per fax

• Turn on Optimize Document For Text. Faster transmissions use fewer 60-second blocks.
• Check the recipient's number before sending: + country code, area code, number. Failed attempts on a wrong number can still use pages.
• Send text-heavy documents in black and white with clear fonts. Dense images transmit more slowly.