Email to Fax Failure

If you are attempting to send a fax using your email and the fax is not sending properly, there are a few things that can be done to try to fix the problem:

1. Ensure you are using the primary email address assigned to the fax user.  You can check this in your vfax portal settings.
   
   NOTE: Only the primary email address can send outbound faxes. If you need to change this, please be aware it can take 5-10 minutes for a new email address to properly register.
   
   
2. Ensure your email headers are formatted correctly
   
   
   • The TO field for your email should be in the format 1[number]@nextivafax.com, for example, sending a fax to (480) 555-1234 the TO field should appear as 14805551234@nextivafax.com
     
     
   • The Subject line should NOT be empty.
     
     
3. Ensure your attachments are supported.  If your file type is not supported, the fax will not send.  Documents cannot be password protected, the file name cannot have any special characters, and there shouldn't be any hyperlinks embedded in the document.  Below are the file types supported:
   
   

   Images	Documents	Other File Types
   TIFF GIF PNG JPEG	PDF DOC DOCX XLS XLSX PPT PPTX TXT RTF	PCL EPS PS HTML XML XSL

4. Log in to your fax portal and see if the fax is showing in your history.  If it is, click here for steps to troubleshoot generic fax failure.
   
   
5. If you have checked all of the above, please contact Nextiva Support.  Ensure that you have examples of the failed faxes that are less than 24 hours old for the support team to review.