Find answers to common questions about sending faxes, account management, billing, and more.
The fax appears in your Sent list as In Progress and changes to Delivered once the receiving machine has confirmed every page.
Open the fax in your Sent list: the exact reason is shown under Why it didn't go through. Most failures happen on the receiving side, and a second attempt goes through.
If the same fax fails repeatedly, send us the user ID from the bottom of Settings and the recipient number, and we will check the carrier log.
Around 40 seconds per page is normal, so a 10-page fax takes six to eight minutes. Before you send, the Combined Document card shows the page count and an estimated time, and the Sent list counts down while the fax transmits.
The status stays In Progress for the whole transmission and only changes to Delivered or Failed at the very end. A long In Progress on a multi-page document is expected, not a sign of trouble.
If a fax is still in progress after about 30 minutes, send us your user ID and the recipient number and we will check the carrier status directly.
Every fax gets a final status in your Sent list. Delivered means the receiving machine confirmed every page; Failed comes with the reason.
Open a delivered fax and choose Download receipt to get a PDF delivery receipt you can keep or forward. It settles the question when a recipient says nothing arrived.
If your account has an email address, we also email you when a fax is delivered and when it fails, and the mobile apps send a push notification. Both can be switched on or off under Settings › Notifications.
Almost any document or image: PDF, Word, Excel, PowerPoint, OpenDocument, RTF, TXT and CSV files, and JPG, PNG, HEIC, TIFF, GIF or BMP images. Files are converted to fax format on our side, and you can combine several into one fax.
The limits per fax are 60 pages and 100 MB in total. The Combined Document card warns you before sending if a fax is getting close, because the receiving machine has to print every page and very long transmissions time out.
If a document is over the limit, compress it or split it into two faxes.
Fax is black and white at a fixed resolution, so anything faint in the original comes out fainter on paper.
If a recipient reports a blank or garbled page, open the fax in your Sent list and check the status first: a Transmission error means the line, not the document, and a resend usually fixes it.
Yes. Open any page of an attached document and choose Edit page. Three tools are there:
Undo, redo and clear are one tap away, and your edits are merged into the document before it is sent. It works the same in the web app and in the mobile apps, so there is no need to print, sign and scan.
Need to edit a PDF without sending a fax? The same editor is free in your browser.
Yes. Enter the number with its country code, for example +44 for the UK, and send as usual. International faxes take the same route as domestic ones. They count more heavily towards the sending limits that protect against abuse, so send them a few at a time.
If a destination is not enabled on your plan, the fax fails with Destination not supported rather than going out. Tell us the country and we will check whether it can be switched on for your account.
Receiving numbers are a different matter: we issue them in the United States and Canada only.
This is not about payment and not about a page limit. Sending pauses automatically when an account produces a burst of traffic that looks like abuse rather than ordinary use: many faxes within a few minutes, or an unusually large number in a day.
The pause is temporary and lifts on its own. If you were sending legitimately, send us the user ID from the bottom of Settings and we will check what tripped it and lift it.
If you regularly send in large batches, a Business plan is built for that volume.
Yes. Every plan includes a number for receiving faxes. Pick it whenever you like from Settings › Fax number: choose the country, then a state or province, then a number from the list. You can search for a particular prefix.
Numbers are available in the United States and Canada. Sending is not restricted the same way: you can fax to other countries from any account.
If you already have a fax number, you can move it to mFax on a Business workspace.
Open Settings in the app or at app.mfax.to. Your number is shown in the Fax number section with a copy button next to it. On a Business workspace the same section is called Team fax line.
If it says No number yet, receiving has not been activated: choose Choose number to pick one. It is included in your plan.
If you paid but see neither a number nor a plan, you are probably signed in to a different account or workspace than the one holding the subscription. See "I paid, but Settings shows no plan" under Billing.
Incoming faxes that fail show a reason such as Sender hung up or Connection lost. Those happen on the sender's side, and there is nothing to fix on yours: ask them to send again.
If faxes keep going missing, send us your user ID and the date and time, and we will check the receiving side.
Yes, on a Business workspace, and porting is free. Start it from Settings › Team fax line › Move it to mFax:
Most transfers are done within 7 business days, and we email you when the number is live. Keep your current service active until then, and copy every field from the bill rather than from memory: one detail that does not match the carrier's records is what holds a port up.
We do not port numbers to personal accounts at the moment.
Where you subscribed is where you cancel.
Cancelling stops future charges, and your plan stays active until the end of the period you have paid for. Deleting the app or your account does not cancel a subscription.
Not sure where you subscribed? Your card statement tells you: a charge from Apple or Google means a store subscription. If you would like written confirmation that a subscription is cancelled, ask us in the chat.
Both screens are right; they describe different things. Cancelling switches off auto-renewal. It does not end the period you have already paid for, so the plan shows as active until that date because you can still use it. After it, nothing renews and nothing is charged.
So "Auto-renewal is off, ends 18 August" and "Active" mean the same thing on 15 August.
If you would like it in writing, ask us and we will email you a confirmation that the subscription is cancelled and when it ends.
The usual cause is a renewal. Subscriptions renew automatically at the end of each period, and most plans start with a trial or a discounted first period, so the second charge is larger than the first and arrives when the trial ends.
Check how the charge appears on your statement:
To stop future charges, cancel the subscription. If you believe a website charge is a duplicate or was made after you cancelled, send us the date, the amount and the last 4 digits of the card, and we will find the subscription and sort it out.
Plans are billed in advance and are non-refundable. Every plan includes a fax number that we lease from a telecom carrier and provision the moment the plan is activated: the carrier bills us for it whether or not you send a fax, and does not refund us if you cancel.
Cancelling stops future charges, and your plan stays active until the end of the period you have paid for.
We do refund duplicate charges, unauthorised charges and faxes that failed because of a fault on our side. Send us the date and the amount.
Purchases made in the App Store or Google Play are handled by Apple and Google under their own policies; we have no access to those payments.
There is no free plan. Without a subscription you can create drafts, edit PDFs and convert documents, but sending and receiving faxes needs an active plan. The free PDF and cover sheet tools on this website need no account at all.
Most plans open with a trial or a discounted first period. It converts to the standard price automatically when it ends unless you cancel before that date, so if you only needed one fax, cancel right after it is delivered.
To see what you are on and when it renews, open Settings › Plan on the platform you subscribed on.
The account you are signed in to is not the one holding the subscription. This is common, and we can fix it without you signing in to the other account.
Send us the user ID from the bottom of Settings and the email address or the last 4 digits of the card you paid with. We will find the subscription, and cancel it if that is what you want.
Yes. On the website, open Settings › Plan. Billing & invoices opens the billing portal, where you can switch plans, update the payment method and download receipts; See all plans shows the other options. An upgrade takes effect immediately; a switch to a cheaper plan applies from the next billing date.
On a Business workspace, seats and pages are adjusted in the same place, and added pages are available at once.
Subscriptions bought in the App Store or Google Play are changed in the store's subscription settings.
On the website, payments are processed by Stripe: credit and debit cards, plus any wallet your browser offers at checkout. In the iOS and Android apps, payment goes through the App Store or Google Play using the method set up in your store account.
If a card is declined on the website, you can subscribe in the app instead. One account works across all platforms, so the plan is available everywhere.
There is no password. Enter the email address you signed up with, and we send a 5-digit code to your inbox. Type it in and you are signed in. The code is valid for 15 minutes, and Resend Code sends a new one after a minute.
If the code does not arrive:
You do not need to be signed in to get help. Send us the email address you signed up with, and we can find the account, cancel a subscription or change the address on it.
You are using a guest account. The apps let you send a fax without an email address, and a subscription bought that way is attached to that guest account on that device.
A guest account has no sign-in, so it cannot be opened on another device or on the website. To keep it, open Settings and add an email address; from then on the same account works everywhere.
For support, the user ID at the bottom of Settings identifies a guest account just as well as an email does. Tap it to copy, and send it to us in the chat.
Yes. We change it for you: send us the user ID from the bottom of Settings together with the new address, and reply to the confirmation we send to it. Sign-in codes go to the new address from then on, and your faxes, number and plan stay where they are.
Guest accounts add an email under Settings without any help from us.
Yes.
One account works across all of them, and your fax history syncs everywhere. The subscription is managed where you bought it: in the App Store or Google Play for the apps, at app.mfax.to for the website.
In the app or at app.mfax.to, open Settings, scroll to the bottom of the page and choose Delete account. Confirm, and the account with all its faxes and documents is removed permanently. It cannot be undone.
Deleting the account does not cancel a subscription bought in the App Store or Google Play. Cancel that in your phone's subscription settings first, or it keeps billing.
If you own a Business workspace, use Delete organization in its Settings first: that cancels the subscription and releases the team's fax numbers.
Yes. Every connection between your device and mFax is encrypted with TLS, faxes and documents are stored encrypted on servers in the United States, and only you can open them. There is no password to leak: sign-in works with a one-time code sent to your email.
The transmission itself is a phone call from a telecom carrier to the receiving machine, which is why fax remains accepted for medical and legal documents.
Anything you delete is gone for good; we do not keep copies. For healthcare and other regulated work, Business plans include a signed Business Associate Agreement.
Sent and received faxes stay in your history, with their documents, until you delete them, so a fax from last year opens the same way as one from today. There is no automatic expiry and no setting to add one.
To remove something, open the fax and choose Delete. Deleted faxes and documents cannot be recovered; that is a privacy decision, not a limitation.
Faxes received on a shared number are the exception: they are not stored at all. Deleting your account removes everything at once.
We process personal data under a published privacy policy that gives you the rights GDPR describes: access to your data, correction, deletion and portability. Deleting your account from Settings removes all of it permanently, and every fax and document can be deleted individually at any time.
Data is stored in the United States. We do not sell personal data, and we do not use your documents to train AI models. The privacy policy has the details.
Yes, on Business workspaces. Transmission and storage are encrypted, access is limited to the workspace's members, and every Business plan includes a Business Associate Agreement at no extra cost.
To sign it, the workspace owner opens Settings in the Business workspace and chooses Review & sign on the Business Associate Agreement row. Both sides sign electronically, and the row then shows Signed with the date.
Cover sheets can carry a HIPAA confidentiality notice: tick Confidential when you add one.
On a Business workspace, open Settings › Team and choose Invite member. Enter their email address; they get an invitation, and once they accept they see the shared fax line and history. Pending invitations are listed there and can be cancelled.
There are two roles. The Owner who created the workspace manages billing, invitations, the fax line and the BAA; every Member sends and receives on the shared line.
The plan sets the number of seats. When it is full, Invite member says so, and you can add seats under Settings › Plan.
Yes. A Business workspace has one Team fax line: everyone in it sends from that number and sees every incoming fax in the shared Received list. Nothing lands in personal accounts.
Switch between your personal and Business workspaces with the switcher in the lower-left corner. Faxes and billing belong to the workspace you are in.
A Business plan carries the page allowance you chose when setting it up. Pages come in packs of 100, and the whole allowance is shared by every seat in the workspace. Settings › Plan shows what this period has used, under Seats and Pages.
The allowance resets on the plan's anniversary date, not on the 1st: a plan started on the 15th renews on the 15th of each month.
When the allowance is used up, further faxes are refused rather than charged extra. Add pages under Settings › Plan; they take effect immediately.
Yes. The mFax REST API sends a fax with a single request and reports delivery through webhooks. It comes with the Business plan: there is no separate API fee, and pages come out of the plan's allowance.
The workspace owner creates keys under Settings › Developer › API keys & webhooks. A key is shown once, at creation, and webhooks can be signed so you can verify that each delivery came from us.
The documentation, with examples, is at developers.mfax.to.