You may experience issues receiving virtual faxes if there is an issue with the phone line quality, the sender’s fax machine or service provider.  Problems may also arise if someone outside of the continuous U.S. is trying to send you a fax.

Quick Checks

If you were sent a virtual fax and you did not receive it, first check if the fax appears in the web account.  Note: only the department manager and/or account administrator can access department faxes.

1. Log into Aptela at my.aptela.com and then go to the History of the extension to which your virtual fax number is assigned.
2. Click on the Faxes tab.
3. Look in the Call column for the sender’s fax number or name.
4. If the fax appears, download it from the web account. 

If you did not receive the fax notification via email and you are setup to receive notifications, check your Spam or Junk folder.  If the message does not appear there, your email provider may be experiencing temporary problems receiving incoming email messages.

Next Steps

1. If the fax is not listed in the fax history, it was not received by Aptela and you will need to ask the sender to re-send it.  First confirm that the sender dialed your Aptela fax number correctly and that no transmission errors were reported by the sending fax machine.
   
   
2. If problems continue to occur, please submit a technical support ticket via our Support page, and provide the date and time of the failed fax, the fax number the sender was faxing to, and the sender’s fax number.

NOTE: If the sender is in a rural area or outside of the continuous U.S., issues are likely caused by phone line quality (resulting in packet delay or latency).  Unfortunately, phone line quality issues are beyond our control and may be impossible to troubleshoot.  Try having the sender email you the original fax.