> ## Documentation Index
> Fetch the complete documentation index at: https://payperfax.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Common Issues

> Quick solutions to frequently encountered problems

Find solutions to common problems when using PayPerFax.

## Quick troubleshooting

<CardGroup cols={2}>
  <Card title="Fax Marked as Sent But Not Received" icon="question" href="/troubleshooting/fax-not-received">
    Your fax shows successful but recipient didn't get it
  </Card>

  <Card title="Low Quality Confirmations" icon="image" href="/troubleshooting/low-quality-confirmations">
    Why your fax PDF looks pixelated
  </Card>

  <Card title="How to Resend a Fax" icon="rotate" href="/troubleshooting/resending-faxes">
    Steps to resend a failed fax
  </Card>

  <Card title="Payment Hold Issues" icon="credit-card" href="/pricing/pricing">
    Understanding charges after failed faxes
  </Card>
</CardGroup>

## File upload issues

<AccordionGroup>
  <Accordion title="File too large (over 8MB)" icon="file">
    **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
  </Accordion>

  <Accordion title="File format not accepted" icon="ban">
    **Error**: "Unsupported file format"

    **Supported formats**: PDF, DOC, DOCX, TIF, JPEG

    **Solutions**:

    * 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)
  </Accordion>

  <Accordion title="Upload fails or times out" icon="clock">
    **Problem**: File upload doesn't complete

    **Solutions**:

    * 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
  </Accordion>
</AccordionGroup>

## Preview and pricing issues

<AccordionGroup>
  <Accordion title="Preview taking too long" icon="hourglass">
    **Normal**: Preview can take 30-60 seconds

    **If 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
  </Accordion>

  <Accordion title="Preview looks wrong or broken" icon="triangle-exclamation">
    **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](/sending-faxes/file-requirements) for tips.
  </Accordion>

  <Accordion title="Price seems wrong" icon="dollar-sign">
    **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](/pricing/pricing) for examples.
  </Accordion>
</AccordionGroup>

## Payment issues

<AccordionGroup>
  <Accordion title="Payment declined" icon="credit-card">
    **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
  </Accordion>

  <Accordion title="I see a charge but my fax failed" icon="ban">
    **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](/pricing/pricing) for full explanation.

    **If still showing after 7 days**: [Contact support](https://payperfax.com/contact-us/)
  </Accordion>

  <Accordion title="PayPal payment not working" icon="paypal">
    **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
  </Accordion>
</AccordionGroup>

## Transmission issues

<AccordionGroup>
  <Accordion title="Fax failed - line busy" icon="phone-slash">
    **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
  </Accordion>

  <Accordion title="Fax failed - no answer" icon="phone-xmark">
    **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
  </Accordion>

  <Accordion title="Fax failed - transmission error" icon="triangle-exclamation">
    **Meaning**: Connection was interrupted during sending

    **Possible 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)
  </Accordion>
</AccordionGroup>

## Browser issues

<AccordionGroup>
  <Accordion title="Page not loading or displaying incorrectly" icon="browser">
    **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
  </Accordion>

  <Accordion title="Can't click buttons or submit form" icon="mouse-pointer">
    **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
  </Accordion>
</AccordionGroup>

## Email confirmation issues

<AccordionGroup>
  <Accordion title="Didn't receive confirmation email" icon="envelope">
    **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)

    <Info>
      You can still verify fax status via the tracking page without the email.
    </Info>
  </Accordion>

  <Accordion title="Email confirmation looks corrupted" icon="file-circle-xmark">
    **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
  </Accordion>
</AccordionGroup>

## Still need help?

<Card title="Contact PayPerFax Support" icon="headset" href="https://payperfax.com/contact-us/" horizontal>
  Get assistance from our support team (Monday-Friday 09:00-17:00 GMT)
</Card>

**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

## Related topics

<CardGroup cols={2}>
  <Card title="Fax Not Received" icon="question" href="/troubleshooting/fax-not-received">
    Sent successfully but recipient didn't get it
  </Card>

  <Card title="Low Quality Confirmations" icon="image" href="/troubleshooting/low-quality-confirmations">
    Why faxes appear pixelated
  </Card>

  <Card title="Resending Faxes" icon="rotate" href="/troubleshooting/resending-faxes">
    How to send again
  </Card>

  <Card title="FAQ" icon="circle-question" href="/faq">
    Frequently asked questions
  </Card>
</CardGroup>