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Find solutions to common problems when using PayPerFax.

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Quick troubleshooting

Fax Marked as Sent But Not Received

Your fax shows successful but recipient didn’t get it

Low Quality Confirmations

Why your fax PDF looks pixelated

How to Resend a Fax

Steps to resend a failed fax

Payment Hold Issues

Understanding charges after failed faxes

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File upload issues

Error: “File size exceeds maximum”Solutions:
  • Compress your PDF using online tools or Adobe Acrobat
  • Reduce image resolution/quality before converting to PDF
  • Split into multiple smaller faxes
  • Remove unnecessary pages or images
Error: “Unsupported file format”Supported formats: PDF, DOC, DOCX, TIF, JPEGSolutions:
  • Convert your file to PDF (recommended)
  • Export as JPEG if it’s an image
  • Use Microsoft Word if it’s a document
  • Check file extension is correct (.pdf not .PDF.txt)
Problem: File upload doesn’t completeSolutions:
  • Check your internet connection
  • Try a smaller file
  • Use a different browser
  • Clear browser cache and cookies
  • Disable browser extensions temporarily
  • Try from a different device/network

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Preview and pricing issues

Normal: Preview can take 30-60 secondsIf longer than 2 minutes:
  • Refresh the page and try again
  • Your file might be complex or large
  • Try with a simpler/smaller file first
  • Check internet connection speed
Common causes:
  • Complex document formatting
  • Colored backgrounds converting poorly
  • Tiny fonts becoming unreadable
  • Graphics not compatible with fax format
Solutions:
  • Simplify your document layout
  • Use black text on white background
  • Increase font size (12pt minimum)
  • Convert to high-contrast PDF before uploading
See File Requirements for tips.
Remember:
  • Base: $2.00 for first 3 pages
  • Additional: $0.75 per page
  • Cover page counts as 1 page
  • Some destinations have different rates
Check:
  • Count your pages carefully
  • Verify if you included a cover page
  • Look for blank pages
  • Destination-specific pricing may apply
See Pricing & Payment for examples.

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Payment issues

Common reasons:
  • Insufficient funds
  • Incorrect card details (number, CVV, ZIP)
  • Card expired
  • International transactions blocked
  • Daily limit reached
  • Fraud protection triggered
Solutions:
  1. Verify all card details are correct
  2. Check with your bank/card issuer
  3. Try PayPal as alternative
  4. Use a different card
  5. Enable international transactions if outside US
This is likely an authorization hold, not a permanent charge.
  • Hold is placed when you submit
  • Released if fax fails
  • May take 1-7 days to clear
See Pricing & Payment for full explanation.If still showing after 7 days: Contact support
Possible issues:
  • Insufficient PayPal balance
  • No linked funding source
  • PayPal account limited/restricted
  • Pop-up blocker preventing PayPal window
Solutions:
  • Add funds to PayPal
  • Link a bank account or card
  • Resolve any PayPal account issues
  • Allow pop-ups for payperfax.com
  • Try direct credit card payment instead

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Transmission issues

Meaning: Destination fax line was busy (after 3 attempts)What to do:
  • Wait 15-30 minutes and try again
  • Verify the fax number is correct
  • Contact recipient to ensure fax machine is on
  • Ask if they’re expecting high fax volume
  • Try during different business hours
Meaning: Destination fax machine didn’t answer (after 3 attempts)Possible causes:
  • Fax machine is off
  • Line is disconnected
  • Incorrect fax number
  • Line has voice call answering, not fax
What to do:
  • Double-check the fax number
  • Confirm with recipient their fax machine is on
  • Verify it’s a fax line (not voice line)
  • Try during business hours
Meaning: Connection was interrupted during sendingPossible causes:
  • Poor line quality at destination
  • Recipient fax machine compatibility issue
  • Paper jam or technical issue at destination
What to do:
  • Try again (may succeed on retry)
  • Ask recipient to check their fax machine
  • Verify the number is correct
  • Try simplifying your document (lower page count)

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Browser issues

Solutions:
  • Clear browser cache and cookies
  • Try a different browser (Chrome, Firefox, Edge, Safari)
  • Disable browser extensions temporarily
  • Update your browser to latest version
  • Try incognito/private mode
  • Check for ad blocker interference
Possible causes:
  • JavaScript disabled
  • Browser extension conflict
  • Ad blocker interference
  • Outdated browser
Solutions:
  • Enable JavaScript in browser settings
  • Disable extensions one by one to find conflict
  • Whitelist payperfax.com in ad blocker
  • Update or switch browsers

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Email confirmation issues

Check:
  1. Spam/junk folder - most common cause
  2. Email address spelling - was it correct when you entered it?
  3. Email server delays - may take up to 15 minutes
  4. Promotions/updates folder (Gmail)
Solutions:
  • Add payperfax.com to safe senders list
  • Check all email folders
  • Wait 15-30 minutes
  • Check the tracking page (if you saved it)
You can still verify fax status via the tracking page without the email.
PDF attachment won’t open:
  • Download and open with Adobe Reader
  • Update your PDF viewer
  • Try opening in browser
  • Try on different device
Email formatting broken:
  • View in different email client
  • The PDF attachment is the important part

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Still need help?

Contact PayPerFax Support

Get assistance from our support team (Monday-Friday 09:00-17:00 GMT)
 When contacting support, include:
  • Description of the problem
  • Error messages (if any)
  • Date and time of issue
  • Email address used
  • Destination fax number
  • Browser and device information

Fax Not Received

Sent successfully but recipient didn’t get it

Low Quality Confirmations

Why faxes appear pixelated

Resending Faxes

How to send again

FAQ

Frequently asked questions