Help
Refunds, cancelling, faxes that didn't go through, wrong numbers and what we delete.
How do I get a refund?
Apple takes the payment for every purchase in Faxsure, so refunds are requested from Apple, and Apple decides. A fax that isn't delivered doesn't need a refund: it goes back on your balance automatically.
- Open reportaproblem.apple.com and sign in.
- Tap “I’d like to”, then “Request a refund”.
- Choose the reason, then choose Next.
- Choose the Faxsure purchase, then submit the request.
Apple’s instructions: Request a refund for apps or content that you bought from Apple
How do I cancel Send or Plus?
You subscribe through Apple, so you cancel through Apple. In the app, Manage subscription opens the same screen.
- In Settings on your iPhone, tap your name.
- Tap Subscriptions.
- Tap Faxsure.
- Tap Cancel Subscription. You might need to scroll down to find it.
If there's no Cancel Subscription button, the subscription is already cancelled.
When Plus ends, you can still read your received faxes for 14 days.
My fax wasn’t delivered. What now?
We try up to 3 times. If the fax still doesn’t go through, it goes back on your balance on its own and the app tells you why. For 24 hours you can try again free, or change the number. Pages from Send or Plus come back too.
A fax number in the directory is wrong
Every directory page links the agency’s own page where we found the number, with the date we checked it. If the agency’s page shows a different number, use the agency’s number: it is the one that counts.
How long do you keep my documents?
- A document you send is encrypted and deleted from our servers as soon as it is delivered.
- If it wasn’t delivered, we keep it up to 24 hours so you can try again free. Never longer than 72 hours.
- The full fax number is deleted when the fax finishes; we keep only the last 4 digits and a scrambled form of it, for your history and to stop abuse.
- With Plus, faxes sent to your number are deleted from our servers after 30 days, or earlier when you delete them.
- Your history, receipts and cover sheets stay on your iPhone.
- To delete your data from our servers, open Settings in the app and tap Delete my data. If you subscribe to Send or Plus, also cancel it in Settings on your iPhone: deleting your data doesn't cancel it.
I have a new iPhone. How do I keep my faxes left?
If you signed in with Apple in the app on your old iPhone, sign in with the same Apple Account on the new one: your faxes left come with you. Send and Plus belong to your Apple Account.