---
title: The sender says a fax was sent, but I haven’t received it
description: Check the portal and your fax delivery settings before reporting a missing incoming fax.
---

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# The sender says a fax was sent, but I haven’t received it

## Check the portal and your fax delivery settings before reporting a missing incoming fax.

Start by checking **where you normally receive faxes**—in email, the WestFax portal, an automatically printed copy, a folder, or another connected system.

A fax may have reached WestFax even if it hasn’t appeared in the place you expected.

## 1. Check the WestFax portal

Sign in to [home.westfax.com](https://home.westfax.com), select the receiving fax number, and look for the fax around the time it was sent.

Ask your account administrator to check whether another user moved it to a different folder, including **Deleted**. Your permissions may affect which faxes you can see.

## 2. If you expected the fax by email

Ask your account administrator to:

1. Select the receiving fax number in the portal.
2. Open **Settings \> Fax to Email Settings** under **Fax Configuration**.
3. Check that your email address is listed under **Inbound Fax Notifications** for that number.
4. Confirm whether the setting sends an attachment or a notification only.

Also check your junk and spam folders.

If the fax is in the portal but the email is missing, let us know that the issue is with email delivery. If you normally receive printed copies, files in a folder, or faxes in another application, tell us which method is affected.

## 3. If the fax still can’t be found

After checking with your account administrator, provide:

- The sending fax number.
- Your receiving WestFax number.
- The date and time sent, including the time zone.
- The sender’s reported result and any confirmation or error.
- Where you expected to receive the fax and what you’ve already checked.

Whenever possible, provide an example from the **last 24 hours**. Recent examples give us a better opportunity to investigate with the sending carrier because detailed records may become unavailable over time.

Share these details in your current support conversation, or email [support@westfax.com](mailto:support@westfax.com). We’ll use them to help locate the fax and determine the next step.

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