Support

Frequently Asked Questions

My fax didn't go through. What happened?

Common causes: the recipient number is busy, not a working fax line, or the document exceeded the size limit (10 MB). Your credits are automatically refunded for any failed fax — check your balance in Settings. Try again in a few minutes, or verify the recipient number.

How long does delivery take?

Most faxes deliver within 30 seconds to 2 minutes. You'll receive a push notification when delivery is confirmed. If a fax is still showing 'Sending' after 5 minutes, it may have failed — check your history for a status update.

Can I send to international numbers?

Currently FaxSnap supports US and Canada fax numbers only. International support is on our roadmap.

How do I restore my purchase on a new device?

Open the app → Settings → tap 'Restore purchase'. Make sure you're signed in with the same Apple or Google account you used for the original purchase. Your credits and unlock status are tied to your account, not your device.

Can I get a refund?

Failed faxes are automatically refunded as credits — no action needed. For purchase refunds, contact Apple (reportaproblem.apple.com) or Google Play (support.google.com/googleplay) directly, as all payments are processed through their platforms.

Do my credits expire?

No. Credits never expire. Use them whenever you need to.

Is this a real fax or an email?

It's a real fax. FaxSnap transmits your document over traditional telephone fax lines (PSTN) using Twilio. The recipient's fax machine receives it like any other fax.

How many pages can I send in one fax?

Up to 50 pages per fax. Each page uses one credit. If you enable a cover page, that also uses one credit.

Is my document stored on your servers?

Only temporarily. Your PDF is uploaded to send the fax, then automatically deleted within 24 hours. We never read, analyze, or retain the content of your documents. See our Privacy Policy for details.

Can I sign documents before faxing?

Yes. In the preview screen, tap any page to open the signature pad. Draw your signature with your finger, then tap Done. Your signature is embedded into the PDF on your device before uploading.

What file formats can I import?

You can import PDFs and images (JPEG, PNG, HEIC) from your device, iCloud Drive, Google Drive, or any app that supports the iOS/Android file picker.

How do I delete my account?

Email privacy@faxsnap.app from the email address associated with your account. We'll delete all your data within 30 days. Purchase records may be retained for up to 7 years for legal compliance.

I purchased the app but it still shows locked.

Try Settings → Restore purchase. If that doesn't work, force-close and reopen the app. If the issue persists, email support@faxsnap.app with your Apple/Google account email and we'll resolve it.