When an emailed fax isn't sent

When we can't send a fax, our reply starts with one of the sentences below and says what went wrong. Nothing is sent and no pages are used. You can also send the fax on the web.

I didn't get any reply

We only reply to addresses that can send faxes from an account, so nobody can use us to send email to strangers. Check that you sent it from your sign-in email or from an address marked Verified in Settings → Email to fax (an address still waiting for its link doesn't count yet). Check that you wrote to fax.faxies.com with no typos, and look in your spam folder. We never reply to automatic replies or mailing lists.

“We couldn't confirm that this email really came from your address, so we didn't send the fax.”

Send it again straight from the mailbox of that address, not through a forwarding service or a "send mail as" alias that goes through another server. If the address is on your own domain, ask whoever manages it to turn on DKIM signing (and DMARC). Or send the fax on the web.

“This address is set up on more than one account, so we didn't send the fax.”

Keep the address on one account only: remove it in Settings → Email to fax on the account that shouldn't use it.

“Your account can't send faxes right now, so we didn't send this one.”

Sign in to see why. Until it's sorted out, faxes sent by email won't go out.

“You've sent a lot of faxes by email in the last hour, so we didn't send this one.”

Wait an hour and send it again, or send the fax on the web.

“We couldn't find a fax number in the address you sent this email to.”

Write the recipient's fax number before the @, like 2125550100@fax.faxies.com.

“This email went to more than one fax address. We send one fax per email.”

Send one email per recipient. Keep only one fax.faxies.com address across To, Cc and Bcc.

“We can't send a fax to the number in the address you wrote to.”

Check the number with the recipient. Our reply says why we can't send to it, for example a premium-rate number or a country we don't send to.

“Sending faxes by email needs a plan with pages, and your account doesn't have one.”

Choose a plan on the Pricing page, or send this fax on the web, where you can pay for one fax.

“Your plan doesn't have enough pages left this month for this fax.”

Send it on the web, where you can pay for the extra pages, or send it after your plan's pages renew.

“We print your name or company at the top of every page of a fax, as US law requires, and your account doesn't have one yet.”

Add your name, company or From name in Settings once. We print it at the top of every page, as US law requires.

“This email had no attachment to fax. Attach a PDF, JPG or PNG file.”

Attach the document as a file (PDF, JPG or PNG). Text you write in the email isn't faxed, and neither are links.

“This email has more than 10 attachments. One fax can have up to 10.”

Attach up to 10 files per email, or combine them into one PDF.

“One of the attachments isn't a PDF, JPG or PNG file.”

Save the file as a PDF first (Word documents, for example), then attach the PDF. iPhone photos may be in HEIC format: export them as JPG.

“One of the attachments is larger than 20 MB.”

Make the file smaller, for example by saving it again as a smaller PDF, or split it into several files.

“We couldn't read one of the attachments. It may be damaged.”

Open the file to check that it works, save it again as a PDF, and send it again.

“One of the attachments is a password-protected PDF.”

Save or print the PDF as a new PDF without a password, then send that one.

“One of the attachments is a PDF that's too complex for us to prepare for faxing.”

Print it to a new PDF (Print, then Save as PDF) and send that one.

“One of the attached images has more than 40 megapixels, more than a fax can use.”

Resize the image before you attach it, or save it as a PDF.

“This fax would have more than 50 pages.”

Split the document into faxes of up to 50 pages.

“The attachments together are too large for one fax (over 24 MB once ready to send).”

Send fewer or smaller files in each email, or split them into several faxes.

Why we check where your email comes from

Anyone can type any address in the From line of an email. So that nobody can send faxes from your account by faking your address, we only fax an email when your email provider confirms it really came from you.

Email providers do this by signing the mail you send, with checks called DKIM and DMARC. Gmail, Outlook.com, iCloud Mail and Yahoo Mail sign the mail you send from them.

If we can't confirm an email, we don't fax it and no pages are used. We email that address to explain. This usually happens when the email went through a forwarding service, or through a “send mail as” alias that uses another server. If your address is on your company's own domain, ask whoever manages it to turn on DKIM signing (and DMARC). You can always send the fax on the web instead.