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Depending on multiple variables, your fax transmission might fail at times.Below you can find some of the most common errors and why they occur:
| Error Message |
Why Does It Happen and How to Avoid It? |
| Insufficient Credit |
When you don’t have enough credit or you have run out of your monthly quota, you will get the "Insufficient Credit” error. Note that, depending on the destination you send fax to, one page may count as multiple pages (See our rates page for more details). Add credit or subscribe to a plan and then try sending the fax again. |
| Destination Number Blocked |
The number you were trying to send fax to is either banned due to local regulations or this is a special service number and is therefore not supported by our telecom providers. This is rare but happens when our telecom providers determine the number is high cost and/or high risk and we are prevented from sending your fax to this destination. |
| No Fax Detected |
This error means that we initiated the call but couldn’t find a fax machine at your destination. To fix this error, you might need to confirm that the destination has a fax machine or ask the operator at the destination to start their fax machine before sending your fax. |
| No Answer |
This error means that we initiated the call but no one (human or machine) answered the call at the other end. When you get this error, simply retry sending your fax when you know the other end will answer or have their fax machine on auto answer. |
| Communication Error |
The Failed (Communication error) could occur for different reasons:
• The call was disconnected before the fax could be sent. Normally, this error occurs when the far side hangs up.
• The fax service attempted to send the same message multiple times unsuccessfully. This may be due to a call clarity issue.
Your fax may go through if you try again. |
| Fax Negotiation Failed |
The Failed (Fax negotiation failed) error could occur for different reasons:
• The system initiated a fax transmission but could not synchronize with the far-end fax.
• A remote fax machine was detected, but the sending and receiving modems could not establish communication.
• The fax service received a message that it did not expect given the current context.
• We received an unexpected response while querying the fax machine’s capabilities.
• The remote fax machine responded with a disconnect message after a page was sent successfully. Depending on the remote machine’s behavior, it may have still printed the sent page and any preceding pages.
• A call was established but there was no response from the far-end fax machine.
Your fax may go through if you try again. |
| Number Busy |
If you are getting the number busy error, it means that we initiated the call but your destination was busy. You need to wait for a couple of minutes and then send your fax again. |
| Invalid Destination Number |
This error means the destination’s fax number is invalid. Please double-check the number and make sure you have entered the country code, along with the area code at the beginning of your destination’s number. For example, if you are sending a fax to the USA, please ensure to add a +1 at the beginning of the number. |
| File Conversion Issue |
Fax files are transmitted through the telephone system in the form of audio-frequency tones, so all digital documents need to be converted into an analog copy. Please check to see if your document is password-protected, as password-protected files cannot be converted.
If your document is not password-protected, please check our Status page for any ongoing issues. |
