A fix has been implemented and we are monitoring the results.
Posted Nov 24, 2025 - 09:40 EST
Investigating
We recently identified an issue where some outgoing fax numbers were being blocked by phone carriers due to new regulatory changes. These changes caused legitimate calls to be flagged as spam, preventing future calls from the same number.
To address this, our fax vendor, Sfax, implemented a temporary solution that used alternate numbers from a pool to avoid these blocks. While this resolved the outgoing fax issue, it resulted in the fax cover page displaying an unrouteable return number, which affected the delivery of incoming faxes.
We have since worked closely with Sfax to ensure the correct return number now appears on all fax cover sheets. This update allows incoming faxes to be properly routed to the correct organizational unit. Any unsigned faxes submitted 10/31/25 forward would need to be resent so that Physicians now have the correct cover page to return the faxes.
Thank you for your patience as we worked to resolve this matter. We expect a more detailed Root Cause Analysis from our Fax vendor which we will share in the near future. If you have any questions or need assistance, please contact our support team.