GFI FaxMaker Online users may stop receiving faxes and start getting an "Unauthorized sending email address" error when they attempt to send an outbound fax. At the same time, the administrator will not be able to log in to the Administrator Portal to investigate the issue further.
When the administrator tries to log on to the FaxMaker Online Administrator Portal, they get an error message saying “Email or password is incorrect”. Password reset attempts are also unsuccessful with the error message "The details entered are invalid".
The above symptoms are a strong indicator that the subscription associated with this customer account has expired.
Users linked to an expired subscription will not be able to send and receive faxes, and the account administrators will not be able to log in to the Administrator Portal. Outbound faxes will fail with the "Unauthorized sending email address" error.
The account administrator usually receives email notifications about the current subscription status at different intervals and when the subscription is about to expire. It is recommended that the renewal is processed before the annual subscription expires because, upon expiration, you have a 30-day grace period to use any remaining fax pages. If you do not consume your fax pages and do not renew, your account is removed from the system entirely, at which point users are cannot send or receive faxes and the administrators will not be able to log in to the Administrator portal.
Follow these steps to restore services when this scenario occurs and you wish to continue using FaxMaker Online with your existing fax number:
- Set up a trial account using your email address
- Contact your reseller to purchase a subscription
- Once the subscription is purchased, request your reseller to add your existing fax number(s) to your account. Note that fax numbers from deleted accounts are placed in a 30-day holding pattern and are then released back into the GFI trial fax pool for re-assignment.
- If you have any difficulty with the purchase, renewal, or have a sales query contact GFI Sales for assistance.
Confirm that the administrator user is able to log in to the FaxMaker Online Administrator Portal and normal users can send and receive faxes.