question

Where is your fax number assigned? You could receive a fax 1)on your company fax number, 2) on a direct number of a user extension 3) on an additional number.
If option 1), then what is the Fax recipient extension according to Phone System > Auto Receptionist > General Settings > select Main Site (if Multi Site) > Call Handling > Settings > Fax/SMS Recipient

Where you look for the fax message depends on how you've allocated the number.


You've probably received other fax messages to that same fax number? Where did you receive the actual fax message in the past (in the app of a specific user? in an email notification with a .pdf attachment?)


If you think you've checked everything, and are confident it is not a user error on your end, then you better hurry and contact support, since recovering files in this sort of situations is time sensitive.