Check your fax status before you retry

Use the result of your existing fax

A provider accepting a fax job is not proof of delivery. A payment authorization is not proof of delivery either. Start with the displayed fax status and Job ID, then use the guidance below. If the result is unknown, avoid sending the same document again until you have checked the existing attempt.

What the status means and what to do next

Accepted by provider

The provider has received the job and may be dialing or processing it. Keep the existing status page available and wait for a final result. Do not start another checkout just because it is still pending. If the result remains unclear, contact support with the Job ID.

Delivered

The receiving fax service has confirmed delivery. This does not prove that a particular person has read the document. If the office cannot find it, ask them to check the receiving department and time. Do not resend solely because payment finalization is still pending; check that payment message separately. After successful delivery, use Download confirmation (PDF, English) on the completion screen in your original browser. The PDF records the recipient fax number, page count, Job ID and available FaxOnWeb-recorded UTC times, not the provider's actual completion time. Missing historical fields may be unavailable. It confirms fax transmission, not the institution's acceptance or compliance with a filing deadline.

Busy

The recipient's fax line was occupied during the attempt. Ask the recipient when the line is available and confirm that you used their fax number. Use the Retry action only if FaxOnWeb offers it for this attempt; an eligible first failure can be retried once without another payment.

No answer

The destination did not answer as a fax endpoint within the attempt window. Confirm the full number and country code with the recipient, and ask whether their fax endpoint is available to receive. A number passing the format check can still be wrong or unavailable. Retry only when the app offers that action.

Failed

Read the specific error and check the recipient number and document before deciding what to do. Use an offered retry for the existing attempt. If no retry is available or the result is unclear, contact support before starting another checkout for the same document. A final failure can still have payment recovery in progress.

Payment handling

A pending PayPal entry can be an authorization rather than a completed charge. Check the payment message for the existing fax: capture occurs after confirmed delivery. A final failure starts an attempt to release an uncaptured authorization or refund a captured charge. If payment recovery needs review, contact support instead of approving another payment to resolve it.

One free retry when eligible

If the first failure qualifies, the existing fax can be retried once without another payment. Use the Retry action shown for that fax after checking the number and recipient availability. A pending, unknown or delivered result is not a reason to submit the same fax again. If no retry is offered, ask support about the existing attempt first.

Frequently Asked Questions

The number looks correct. Why does the fax still fail?

Correct formatting cannot confirm that the number is the intended fax line or that it is currently available. Check the full number with the recipient and ask about a busy or unavailable endpoint. Read the displayed error, then use an offered retry. If it still fails or the result is unknown, contact support with the existing Job ID.

Will I be charged if the fax finally fails?

Payment is authorized before sending and captured after confirmed delivery. For a final failure, FaxOnWeb attempts to void an uncaptured authorization or refund an already captured charge. Any unresolved case is kept for support and reconciliation.

What should I include when asking support for help?

Include the Job ID, the delivery and payment messages shown by FaxOnWeb, and the approximate attempt time. Explain whether the recipient reported receiving the fax. Do not email your document contents, PayPal credentials or access tokens.