Troubleshooting Your eFax Account

If you’re having trouble with your eFax^® account, we are here to help. Find helpful answers to some of our more common questions below. If you do not see your issue addressed, or if you need further assistance, call Customer Service at (800) 958-2983.

I am Not Receiving Faxes

The most common reason for not receiving faxes is listing the wrong email address for receiving faxes in your Account Preferences.

To verify the email address at which you are receiving faxes:

Log in to eFax MyAccount.
Click Account Details.
Click the Preferences tab.
Click Edit beside Receive Email Addresses.
Edit the email address as listed, or enter a new email address in any available blank field.
Click Update.

Be sure to add [email protected] to your email account's address book in order to prevent messages being accidentally routed to a spam folder. It is also a good idea to add a second email address through a different email provider to receive faxes should there ever be an issue with your email provider's ability to deliver messages to you.

People Are Having Trouble Sending Faxes to Me

In most cases, a sender's inability to send a fax to your eFax^® number is the result of misdialing a long-distance or international number from their area.

Unless they are dialing from the same area code as your fax number, they will need to dial 1+ the 10-digit fax number in order to reach an eFax number in the United States. If the sender is dialing from outside the U.S., they will need to dial the international access code for their country followed by the U.S. country code 1 plus your digit fax number.

The same principle is true for dialing international numbers. Senders from outside that country will need to dial their country's international access code followed by the country code and fax number.

For example, if your eFax number is the United States' number 1-323-555-1212:

Senders in the 323 area code would dial 555-1212.
Senders in the United States would dial 1-323-555-1212.
Senders outside the United States would dial their country's international access code followed by 1-323-555-1212.

However, if your eFax number is the United Kingdom's number +44 1515 551 212:

Senders in the United Kingdom would dial 0151-555-1212.
Senders outside the United States would dial their country's international access code followed by 44-151-555-1212.

I am Receiving Faxes from an Unknown Number

When a fax is listed as coming from UNKNOWN, it means the sender's fax machine was not set up to transmit a Caller ID properly, if at all.

Unfortunately, if the Caller ID is not transmitted, there is no identifier for the eFax^® system to display.

I am Receiving Junk Faxes or Spam Faxes

If you receive a junk fax, please take the following steps:

If the fax contains a phone number, fax number or other contact information to "unsubscribe," please contact the sender and request to be removed from their list.
If the sender persists, you may contact eFax Customer Support and request another fax number.