**Contact Faxvio – Support by Email, the Sender Number Explained**

> Support is by email at support@faxvio.com, usually answered within two business days. What to include, what the sender number on a received fax is, and who publishes the app.

Source: https://faxvio.com/contact/ · updated: 2026-09-06

[Home](https://faxvio.com/) Contact

# Contact Faxvio

One address for everything: support, refunds, privacy requests, press, and reports about a fax you received from our number. Replies normally arrive within two business days.

Support by email · replies within 2 business days · no voice line

**Email** · every request [support@faxvio.com](mailto:support@faxvio.com) **Sender number** · printed on faxes we send [+1 (719) 771-0496](tel:+17197710496) This is the fax line Faxvio sends from. It is not a voice support line; a call to it is answered by a fax machine.

Faxvio has no account system, so there is no ticket portal, no chat widget and no phone queue. There is a mailbox read by the people who build the app, and a reply comes from one of them. Most questions are about one fax, and most of those can be answered from the transmission identifier printed on its receipt, which is why the next section asks for it.

The number in the card is the one printed on the header line of every page sent through the app, stamped by the carrier before the page reaches the receiving machine. If you have received a fax and the header line says it came from that number, it was sent by a Faxvio user; the sender’s own name, if they chose to give one, is on the cover page. The number does not accept voice calls and replies faxed to it are not forwarded to the sender.

## What should I include in a support request?

Enough for us to find the fax without you sending us the document. Every delivered or returned fax has a transmission receipt in the app’s History tab, and the receipt carries a transmission identifier in the form TX-, the date, the destination number and the page count. Send those four things and we can trace the fax through our own records and the carrier’s within minutes. Specifically:

- **The transmission identifier** from the receipt, for example TX-20260906-4137. This is the single most useful line you can send.
- **The destination number** as it appears in the receipt, so we can check what the carrier dialled.
- **The date and time** the fax was sent, in your local time, and roughly where you were, because the header line uses the time zone the app was set to.
- **What the app showed**: Transmitting, Delivered, Returned, or an error line, and for how long.
- **For purchase questions**: the pack you bought and the date, as shown in Apple’s receipt email. Do not send the receipt itself; it contains your Apple ID.

Never send us the document you faxed. We do not need it, we have deleted our copy, and a support mailbox is not the place for the paperwork you were faxing to a tax office or a clinic. If a question is about legibility — a stamp that arrived faint, a signature that turned into a smudge — describe the page and we will explain what the monochrome preview would have shown, or send a photograph of the corner in question rather than the whole page.

Your account identifier, shown under Settings → About in the app, is needed only for privacy requests, where it is the only way to find records that are otherwise not linked to a person. For an ordinary support question the transmission identifier is enough.

## Which questions are answered here already?

### My fax has said Transmitting for a long time

The status in the app is the state the carrier last reported, with the time of that report underneath. A fax to a busy machine can sit in Transmitting for several minutes while the carrier retries; a long document takes longer than a short one, and a poor line at the receiving end slows every page. If nothing has been reported for more than 20 minutes the app labels the status as stale rather than pretending to know. If a fax has been stale for an hour, email us with the transmission identifier; usually the carrier’s record will already show the outcome and we can tell you which it was.

### My fax failed. Do I get the pages back?

Yes, automatically, and you should already see them in your balance. A returned fax is marked as such in History and its receipt says the pages were returned. If a fax is marked returned and the pages are not back in your balance after the app has been opened once, that is a bug, and it is the kind of report we most want to receive: send the transmission identifier and we will credit the pages by hand while we find out why.

### I bought a pack and the pages did not appear

Open the page store in the app and tap Restore Purchases. Purchases are credited by two independent routes, Apple’s notification to our server and the app’s own claim, and Restore re-runs the second one. If the pages are still missing, send the date and the pack size from Apple’s receipt email and we will check the ledger. Do not buy the pack again; a purchase Apple confirmed will be credited.

### My balance is different on my Mac and my iPhone

The balance is one number on our server, and both devices show it once they have read it. The two devices are tied together through iCloud Keychain, which holds the account identifier the app generated. If iCloud Keychain is switched off on one of them, that device makes its own identifier and its own balance. Turning Keychain sync on and opening the app on both devices brings them together; if two balances have already been created, email us the two identifiers from Settings → About and we will merge them.

### Can I get a refund for a pack?

Money refunds are Apple’s, because Apple took the payment; request one at reportaproblem.apple.com. We cannot refund a purchase ourselves and we cannot see whether Apple granted one. Pages for a failed fax are refunded by us, automatically, and never need a request.

### Can Faxvio receive a fax for me?

No. Faxvio sends. It does not provide a fax number and cannot receive on your behalf, and there is no plan we can sell you that changes this. If you need to receive faxes, a provider that issues inbound numbers is the right tool for that job.

## How do I report a fax I received from your number?

If a fax arrived on your machine with the sender number above on its header line and you did not expect it, we want to know. Faxvio’s terms forbid unsolicited advertising faxes, and the rate limits in the app are set to make it a poor tool for them, but no limit stops a determined person entirely. Email us a photograph or scan of the header line — the top strip of the page with the date, time, sender number and page count — and, if you are willing, the first page. The header line lets us find the job and the account identifier that sent it; the account is then suspended, and we cooperate with a lawful request from your carrier or regulator. We cannot tell you who the sender was, because we do not know; we can make sure the same account sends nothing else.

If the fax was expected but arrived illegible, the same header line lets us check whether the carrier reported every page as confirmed, and the sender can be told to resend at the app’s fine resolution.

## How do I make a privacy request?

By email, with the account identifier from Settings → About. Because Faxvio has no accounts, that identifier is the only thing that connects our records to you, and without it we cannot find them. We can tell you what we hold — normally the fax records of the last 90 days and the purchase ledger — correct it, delete it, or hand it over in a portable form. A deletion closes the balance and forfeits any unused pages, and we confirm that with you before proceeding. The [privacy policy](https://faxvio.com/privacy/) describes what is held and for how long.

## Press, partnerships and the App Store

Journalists, reviewers and anyone writing about pay-per-page faxing can use the same address and will be answered by a person who worked on the app. We can supply screenshots, the four pack prices for any storefront, and the figures on this site, all of which are free to reuse with a link to the page they came from. We do not run an affiliate programme, do not pay for reviews and do not offer promotional codes for coverage; a reviewer who wants to test the app can install it and send one page on us like everyone else. Organisations that fax at volume — a clinic, a law office, a pharmacy — are welcome to write, though Faxvio is designed for the occasional fax and we will say so honestly if a business fax service would suit you better.

Questions from Apple about the App Store listing, and requests from a carrier or a regulator, reach us at the same address and are handled with priority.

## Who publishes Faxvio?

Faxvio is published by **Vast Flow, LLP**, a small studio that builds utility apps for iPhone and Mac and runs each one as its own product with its own support. The studio is registered in Almaty, Republic of Kazakhstan; the app’s server is hosted in Germany and its fax carrier is in the United States. Postal correspondence is answered from the same mailbox as email, so write there first. There is no separate corporate page for Faxvio; the studio’s public presence is its [LinkedIn page](https://www.linkedin.com/company/vastflow/), and the people who answer this mailbox are the people who wrote the app.

## What we will not do by email

We will not send a fax on your behalf, resend a fax from our side, or read a document you attach. We will not tell you who sent a fax you received, because we do not know. We will not add pages to a balance as a favour, except to correct a refund that failed. And we will not answer a request for someone else’s records, however it is phrased, without the account identifier that only the app on their device can show.

## Bottom line

Write to support@faxvio.com for anything about Faxvio and expect a reply within two business days. Include the transmission identifier from the receipt for a fax question, Apple’s receipt date for a purchase question, and the account identifier from Settings → About for a privacy request. The number on this page is the line every Faxvio fax is sent from; it is printed on the receiving machine’s header, it is not a voice line, and a fax you did not expect from it should be reported with a photo of that header line.

## Related on this site

- [What Faxvio receives, keeps and deletesLegal](https://faxvio.com/privacy/)
- [Refunds, limits and acceptable useLegal](https://faxvio.com/terms/)
- [The four page packsPricing](https://faxvio.com/pricing/)
- [Countries Faxvio sends toReference](https://faxvio.com/destinations/)
- [Make a cover sheet with your name on itFree tool](https://faxvio.com/tools/fax-cover-sheet/)
- [What Faxvio does, in one pageHome](https://faxvio.com/)

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