Fax Marked as Sent But Not Received

What a delivered status tells you, and how to find a fax the recipient cannot locate

Your fax shows as delivered, but the recipient says they do not have it. This page explains what “delivered” tells you and what to check.

​

What “delivered” means

PayPerFax marks a fax as delivered when the receiving fax machine or fax service answered the call and accepted all pages. You are charged only in this case.

Delivered does not tell you:

• Whether the pages printed, or went to an inbox if the recipient uses a fax-to-email service
• Who picked them up
• Whether they reached the right person or department

​

What your confirmation shows

The delivery email and the confirmation page give these details:

Detail	What it tells you
Completed At	When the fax ended. Compare it with the recipient’s time zone
Pages Sent	How many pages the receiving machine accepted. Ask the recipient if they have that many
Remote CSID	The station ID set on the receiving machine (see below)
PDF copy	An image of exactly what was sent (attached to the delivery email)

About the Remote CSID

The CSID (Called Subscriber Identification) is a short text that the receiving machine sends during the call. Its owner sets it. It is often the machine’s fax number or a company name, but it can be any text, out of date, or blank.

If the CSID matches the recipient’s fax number or name, that supports that the fax reached their machine. If it is blank or shows something else, that alone does not mean the fax went to the wrong place. Many machines are never set up with a CSID.

​

Where the fax usually is

In the machine's tray

Nobody has checked the machine yet, the fax is under other faxes, or it arrived after hours. Ask the recipient to check the machine and the tray.

With another person or department

In a large office, a shared machine may serve many people. The fax may be in a mailroom or with another team. A cover page that names the person or department helps next time. See Cover Pages.

In the machine's memory

A machine that is out of paper or toner can store faxes in memory, or print blank or faint pages. Ask the recipient to check the machine’s display for stored faxes or errors.

In an email inbox

Some recipients use a fax-to-email service, which turns a fax into an email. Ask the recipient to check that inbox, its spam folder, and the service’s own log.

Not yet seen because of the time zone

A fax that arrives at night or on a weekend may not be seen until the next business day in the recipient’s time zone.

​

What to do

1. Check your confirmation

   Make sure the status is Delivered, and note the completion time and the pages sent.

2. Contact the recipient

   Give them the date and time, the page count, and the CSID if it shows. Ask them to check the machine, its memory, and any fax-to-email inbox.

3. Send the PDF another way, if accepted

   If the recipient accepts email or an upload, send them the PDF from your delivery email. Some legal, medical, and government processes accept only fax, so ask first.

4. Resend if needed

   Use the resubmit link (valid for 72 hours) and add a cover page that names the person or department. See How to Resend a Fax.

​

Contact support

Contact PayPerFax support if:

• The status is Delivered, but the details in the email look wrong or incomplete.
• The status is Not delivered, but the recipient says they got the fax.
• The page says No final result yet for a long time.

​

Related

How to Resend a Fax

The resubmit link and what to check first

Common Issues

Fixes by symptom