If a sender has confirmed they transmitted a fax to your number but it is not appearing in your Intake, work through the steps below in order. Most missing fax cases are resolved at Step 1 or 2.
Step 1: Use the link in your email notification
If you received an email notification about the fax, click the link in that email. This takes you directly to the fax in your Intake and bypasses any filter settings that might be hiding it from your default view.
Step 2: Check your Intake Rules and Filters
In your Kno2 Connected™ app Intake, open the right-side panel and verify:
Your Intake Rules are selected. If a rule is toggled off, faxes assigned to that rule will not appear in your view — even if they were received successfully.
Your Filters are not hiding the fax category or the fax number the message was sent to.
Step 3: Check the date range filter
Intake only displays faxes from the last 30 days by default. If you are looking for a fax older than 30 days, extend the date range filter to cover the period when the fax was sent.
Step 4: Check whether a teammate has already processed or deleted the fax
Another user on your team may have already processed or deleted the fax. If you are not an administrator, deleted faxes cannot be recovered by you — an administrator at your organization will need to check whether the fax was received and actioned by someone else.
Step 5: Check your integrated platform
If your Kno2 Connected™ app is integrated with an EMR or other platform (such as WebPT, Aprima, or PointClickCare), incoming faxes are often automatically routed to that platform on receipt. Check whether the fax is visible there before assuming it was not received.
Step 6: If the fax is confirmed missing everywhere
If the fax does not appear in your Intake, is not in your integrated platform, and there is no record of receipt in your system logs, the fax likely did not reach your Kno2 Connected™ app. This points to an issue with the sender's carrier or telephony provider.
Contact the Kno2 Healthcare Network Services (HCNS) team and provide:
The fax number the sender transmitted to
The sender's fax number
The date and approximate time of transmission
The number of pages in the fax
The Kno2 HCNS team can investigate with the carrier and confirm whether the fax was ever received at the network level.