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Trouble receiving faxes

If you find that you are having trouble receiving faxes, there can be a few possible reasons:

Email is being filtered out

If your sender insists that the fax was sent successfully and that they received a delivery receipt from their machine or service, then it is likely that the fax was received by us and emailed to you, but was never received by your email client.

There are different reasons this can happen.

(a) Check your spam folder for the fax, because we include very little text in our outbound emails and the text that we do provide is very similar on all emails, they can sometimes be filtered out as SPAM. If you find the fax in your junk mail folder, then make sure you mark the sender address as being not spam, that way it won't happen again
(b) If you can't find the email in your SPAM folder , it could be that your ISP have blocked it for some reason before it reached you. The easiest way to test if this is happening is to change your fax number so it sends to more than one address and add an address from a different domain with a different ISP, send a test fax and see if it comes through (see our guide to receiving faxes at more than one address in the Fax / Getting started section of the forum)

We have recently found that some mail systems are being hosted by GMail and, if our mail is being identified as SPAM by GMail, it is delivered to the SPAM filter in the webmail client, but not sent to any third party mail clients (such as Outlook / Windows Live Mail). If this is the case, then you can "whitelist" our address, meaning it will always be delivered to your Inbox. To do this, simply add our support mailbox (support@soho66.co.uk) to your contacts in the webmail interface.

Fax is failing during transmission

It may be that your sender reports that your fax number is connecting and beginning the process of sending, but then failing at some point throughout the transmission.

Fax lines can drop from time to time and this depends primarily on the quality of the line to / from the sending / receiving machines.

If the fax is a long document (20+ pages), it would be wise to ask your sender to only re-transmit the part that failed rather than starting again (you will have received the pages sent successfully)

If your fax is failing after retries and you have double checked the number, then it's best to get in touch with us directly.