Contact support

There's a person behind every reply

unofax is a small team. When you email us, your message goes to a real person. Not a chatbot, not a ticket queue, not an auto-responder that asks you to rephrase your question. We read every email ourselves and write every reply by hand.

We know that when you contact support, something has gone wrong or you need an answer before you can move forward. That is why we treat every message as urgent. We do not use canned responses. We do not ask you to "try again later." If we can fix it, we fix it. If we cannot, we tell you honestly and explain why.

Our goal is simple: you should never have to send a second email asking for an update.

How to reach us

The fastest way to get help is by email:

• Email: support@unofax.com. This is our only support channel, and it is monitored every day.
• Include your details: to help us find your fax quickly, include the recipient fax number, the approximate date you sent it, and your file name. If you have a reference ID (shown on the confirmation screen), include that too.
• Describe what happened: a sentence or two is enough. "I sent a fax to +49 30 1234567 on Monday but the status still says pending" is all we need to start investigating.

You do not need an account or a login to contact us. Just send an email and we will take it from there.

What we can help with

Here are the most common things people contact us about:

• Delivery problems: your fax shows as failed or is stuck in a pending state. We can check the transmission logs and tell you exactly what happened.
• Refunds: failed deliveries are refunded automatically, but if something looks wrong or a refund has not appeared after 10 business days, let us know and we will chase it up.
• Number format questions: not sure how to enter a fax number for a particular country? Send us the number as you have it and we will confirm the correct format.
• Scheduling and cancellation: need to cancel a scheduled fax before it sends? Email us with the file name and fax number and we will do our best to stop it in time. If we catch it, you get a full refund.
• Billing questions: unexpected charge, need a receipt, or have a question about currency conversion? We can look up any transaction and explain exactly what was charged and why.

What to expect

We are based in Melbourne, Australia, and we aim to respond to every email within 24 hours. During Australian business hours (roughly 09:00–17:00 AEST, Monday to Friday) replies are usually faster. Often within a few hours.

If your issue requires investigation, for example, checking transmission logs or tracing a refund. We will let you know we are looking into it rather than leaving you waiting in silence. You will always get an initial reply acknowledging your email, followed by a resolution or update.

We do not have phone support, and that is a deliberate choice. Email gives us the time to investigate properly, pull up logs, and give you a thorough answer. It also means you have a written record of everything we discuss.

Common questions

Quick answers about getting help:

• Do I need an account to get support?: No. unofax does not require accounts. Just email us and include enough detail for us to find your fax (number, date, file name, or reference ID).
• What languages do you support?: We reply in English. If you write to us in another language, we will do our best to understand and respond, but English will get you the fastest and most accurate answer.
• How long until I hear back?: Within 24 hours, usually sooner during Australian business hours. If your issue is time-sensitive, mention that in your email and we will prioritise it.
• What if my fax is urgent and I need help right now?: Email us with "URGENT" in the subject line. We check email frequently throughout the day and will get to urgent requests as quickly as possible.