Before transmission
If FaxAtlas cannot safely start the transmission because of our service configuration, funding protection or another internal failure after a completed payment, the order is held for review instead of being silently lost.
REFUNDS & FAILED FAXES
Failed fax & refund policy
A failed fax is not treated the same as a fax we never attempted. The order timeline and provider result matter.
Recipient-side failures
A fax can fail because the destination is wrong, busy, disconnected, incompatible or rejects the transmission. Provider costs may already have been incurred in these cases.
Duplicate protection
If the provider response is ambiguous, automatic retries can be stopped to reduce the risk of sending the same document twice. Support can review the order history before another attempt.
Refund review
Refund eligibility depends on the order timeline, payment status and provider result. Contact support with the order number. Where a refund is approved, it is returned through the original payment method.
Need help?
Use the Contact page or [email protected] and include your FaxAtlas order number.
SUPPORT
Contact support →Need help with an order?
Use the support form and include your FaxAtlas order number if you have one.