What happens if my fax does not go through?
Faxing depends on the machine at the other end, so a fax sometimes fails on the first try. FaxTerra explains why in plain language, keeps trying on its own when that will help, and never charges you for an attempt that did not get through.
Why a fax sometimes fails
Most failures are about the machine you are sending to, not your document. The common reasons, in plain terms:
- The line is busy — the receiving machine is on another call.
- No answer — the machine is turned off, unplugged, or out of paper.
- It is not a fax line — the number answered as a regular phone, which usually means you have the recipient's voice number instead of their fax number.
- The receiving machine had trouble — it started to receive but something interrupted it.
- A temporary problem with our fax carrier — occasionally the service we use to place the call has a brief hiccup. This is never a problem with your document or the recipient's number.
What FaxTerra retries for you
When a failure is the kind that usually clears up on its own — a busy line, a call that dropped partway, or a temporary carrier problem — FaxTerra keeps retrying automatically — up to 5 more tries after the first attempt, spread over about an hour — with nothing for you to do. You are emailed when it finally goes through, or once if every attempt fails. If the reason is a temporary carrier problem, the status page says so plainly while it keeps trying, so you know your document and the number are fine.
Automatic retries are always free
A failed attempt never uses your free pages or your credits — you are only ever counted for a fax that is delivered. If you would rather not wait, you can stop the automatic retries at any time from the fax's status page.
When a long fax stops partway through
A large fax can transmit for a long time, and occasionally the call drops after a good part of the document has already arrived. Once 20 or more pages have gone through, FaxTerra stops instead of starting over, and asks you how to finish it. Retrying from page 1 would send your recipient the same block of pages a second time and take just as long again, and that is your call to make, not ours.
You get an email and a notification, and the fax's status page offers three choices:
- Continue from where it stopped — sends only the remaining pages, with a cover sheet telling your recipient it completes the earlier fax. The last page that got through is sent again so nothing can be missing.
- Start over from page 1 — sends the whole document again as a single transmission. Choose this if your recipient needs it to arrive in one piece.
- Cancel — nothing more is sent.
The total is the same either way: you are counted for the pages of your document, once. If you do nothing for 24 hours the fax is marked failed and you are charged nothing at all.
What to do next
If FaxTerra tells you the number answered as a voice line or does not exist, double-check you have the recipient's fax number — not their main phone number — and send again to the corrected number. For a busy line or a temporary problem, the automatic retries usually handle it; if every attempt still fails, wait a little and try again, or confirm the recipient's fax machine is on and has paper.
Frequently Asked Questions
Do I get charged when a fax fails?
No. You are only ever counted for a fax that is actually delivered. Failed attempts — including automatic retries — never use your free pages or credits.
Does FaxTerra try again automatically?
Yes, for failures that usually clear up on their own — a busy line, a dropped call, or a temporary carrier issue. FaxTerra retries up to 5 more times after the first attempt, over about an hour, and emails you the outcome. You can stop the retries anytime from the status page.
My long fax stopped halfway. Do I have to start over?
No. Once 20 or more pages have gone through, FaxTerra holds the fax and lets you choose: continue from where it stopped (only the remaining pages are sent, behind a cover sheet that tells your recipient it completes the earlier fax), start over from page 1, or cancel. You are counted for your document's pages once, whichever you pick, and nothing at all if you cancel or let the 24-hour window pass.
My fax keeps failing. What should I check?
Make sure you have the recipient's fax number, not their voice number — a fax sent to a regular phone will not go through. Confirm the receiving machine is on and has paper, and try again. If FaxTerra shows a temporary carrier issue, your document and the number are fine; it will keep retrying.
FaxTerra says sending from my account is paused. What does that mean?
It means most of your recent faxes did not reach a working fax machine, so sending is on a temporary hold. It is a hold, not a block on your account, and there is nothing to buy or apply for: it lifts on its own, usually within a day or two and a few days at most. It affects sending only, so your fax number keeps receiving and your inbox, pages, and credits are untouched. The usual cause is a list of numbers that turned out to be voice lines or are no longer in service, so the useful thing to do meanwhile is check each recipient number against a recent bill or letter from them.