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Find your symptom below. Each entry says what to try. Longer topics have their own page.

Delivered but not received

The fax shows as delivered, but the recipient cannot find it

Low-quality confirmation

The preview or PDF copy looks rough

Resend a fax

The fax failed, or you need to send it again

Charge after a failed fax

You see the amount on your statement

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Form and upload

All files of one fax together can be at most 10 MB.
  • Remove pages or files you do not need.
  • Compress the PDF, or scan at a lower resolution (fax uses 204 × 196 dpi, so a higher scan resolution adds size but no fax quality).
  • Split the document into two faxes.
The form accepts PDF, DOC, DOCX, JPG, PNG, TIFF, and MD files. Save or export your file as a PDF and upload it again. See File Requirements.
The form shows Could not load with the file name. Click Retry, or Remove and add the file again. If it keeps failing, check your connection and try a smaller file or another browser.
  • Please enter a valid fax number.: check that the right country flag is selected and the area code is included.
  • Unfortunately, we can’t fax to that destination number.: PayPerFax cannot send to this number range. See Country Coverage.

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Preview and price

Rendering usually takes a few seconds. A long document takes longer. If the page shows Processing Failed, click Try Again. If it fails again, convert the file to PDF and upload it again.
Light or colored text, colored backgrounds, and small print convert poorly to black and white. Fix the document and preview again. See Low-quality confirmations.
The price depends on the page count. The cover page counts as a page, and a document can have blank pages you did not expect. Check the page count in the preview. See Pricing & Payment.

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Payment

Check the card number, expiry date, CVC, and postal code. Your bank may also block the payment, for example for an international transaction or a daily limit; your bank can tell you why. Try another card or PayPal.
Check that your PayPal account has a funding source and no restrictions. If the PayPal window does not open, allow pop-ups for the page. You can also pay by card.
It is a card hold, not a charge. PayPerFax releases it when the fax fails, and your bank decides when it leaves your statement. See Payment process.

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Sending

PayPerFax already made up to 3 attempts. Check the number and that it is a fax line, then send again later. See How to Resend a Fax.
The connection broke during sending. Send again. If it fails again, ask the recipient to check their machine. See How to Resend a Fax.
The fax was sent, but no final result has come in after the usual time. It may still arrive. You are charged only if delivery is confirmed. If you send it another way now, the recipient may get it twice.

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Browser

The form needs JavaScript. Turn off ad blockers and other extensions for the page, or try a private window or another browser.

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Email

  • Check the spam or junk folder, and in Gmail the Promotions and Updates tabs.
  • Check that you typed the email address correctly. The preview page shows it under Confirmation goes to.
  • The result email comes when the fax finishes, not when you pay.
The confirmation page shows the status without the email.
Download it and open it in a PDF reader, or open it in your browser.

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Contact support

If none of these help, contact PayPerFax support. Include:
  • What happened, and any error message
  • The date and time
  • The email address you used
  • The destination fax number