Overview
Hilti Corporation, a world-leading innovator of tools, technology, software and services to the commercial construction industry, acquired Fieldwire back in late 2021.
The acquisition combined Fieldwire’s best-in-class product with Hilti’s world famous brand to reach new customers world-wide and help them drive productivity in their field operations. Since the acquisition, Fieldwire has continued to provide innovative solutions to everyday construction problems by building new features, including a new suite of Project Management modules.
Now, to improve our Self-Service Customer Billing Management experience, we're transitioning customers in select countries to a subscription agreement and billing management setup with their local Hilti entity (rather than our prior setup, where all Self-Serve customers globally were tied to one US-based Fieldwire entity).
PLEASE NOTE: These changes are currently ONLY applicable to Self-Serve customers with billing addresses located in Great Britain that have been informed of the change in entity via email by the Fieldwire Team. Eventually, they'll be applicable for almost all Self-Serve Fieldwire customers who are not on a custom contract. If you have any question about whether or not these changes currently apply to your Fieldwire Account, please contact our Support Team.
Table of Contents
Financial Changes
Change from Fieldwire to Hilti, Inc. and US Dollars to Local Currency
After the change, you'll also see your country's local Hilti business information listed on your User Agreement and all of your billing receipts instead of Fieldwire, Inc. This is intentional.
Previously, all Self-Serve customers were charged in US Dollars, regardless of your country and local currency. Many of our international customers have requested billing in their local currencies, and we listened. After this change to your local Hilti business entity, we're happy to announce that all of your Fieldwire billing will be in your local currency!
Tax Calculations
In addition to converting to your local currency, this change also allows us to include relevant local sales and Value-Added taxes (VAT) in your Fieldwire charges from now on.
Previously, we were not able to calculate and charge for the relevant local VAT, and so you had to do extra work to calculate and pay those taxes on your own after-the-fact. Now, we are including the relevant VAT based on your Fieldwire Billing Address.
What You Might Want to Do About It
- Ensure your Fieldwire Billing Address is correct and up to date, as this is the information we will now use to determine your local currency and taxes.
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If you need to change your billing address...
- Before the date listed in the email we sent you:
1. Click on the 'Account' tab or the paid subscription plan in the upper right corner of the screen:
2. Scroll down to 'Billing Information', find the 'Invoice information' section, and click 'Edit details':
3. Update your address "on file" and save.
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After the date listed in the email we sent you:
- You will no longer see the "Edit details" link pictured above to update this yourself - Fieldwire Support can quickly and easily do this for you, so please give us your updated address when you contact us.
Simplified & Standardized "Overage" User Charges
When using any paid Fieldwire subscription, you assume financial responsibility for any users invited to your account and/or projects, unless they are already paying for their own subscription via another Fieldwire account. If you've already purchased an annual or monthly Fieldwire license for each user you invite, then you don't receive additional charges. However, if you haven't already prepaid for a license for any additional users you invite, you'll receive prorated charges on the first of each month for those "Overage" Users.
For example:
- You have 10 annual Business licenses. You invite 12 users. You've already prepaid for the whole year for the first 10 users. You'll receive a monthly charge at a higher rate for the additional 2. Until or unless you add 2 more annual licenses (which we prorate for the remainder of the year).
- You have 5 monthly Pro licenses. You invite 8 users. You've already prepaid for the whole month for the first 5 users. You'll receive a monthly charge for the additional 3, which may be at a higher rate if the cost of Fieldwire licenses has increased since you purchased your subscription. Until or unless you add 3 more prepaid monthly licenses (which we prorate for the remainder of the month).
- If you want to ensure you're paying the lowest price possible for your Fieldwire users, then ensure the number of prepaid licenses you've purchased matches the total number of users you've invited.
To make overage billing clearer and simpler in the new local billing system, we calculate overages as a daily (instead of monthly) rate and bill them in one lump sum on the 2nd day of the month after the month the overage users were invited. In addition, Overages are now applicable for monthly plans as well as annual plans.
IMPORTANT: As a result of these changes, overage rates have been updated, and your Fieldwire bill may increase if you continue to have overage users.
What You Might Want to Do About It
- If you're on an annual plan, adding prorated licenses for your overage users will always save you at least $15 per user per month.
- If the cost of Fieldwire licenses has increased since you purchased your Fieldwire subscription, whether annual or monthly, then we'll continue to honor that price for prepaid licenses, even new ones you add now (which will always be prorated for the remainder of your prepaid term). The price of your overage users may increase.
- If you would like assistance from the Fieldwire Sales Team with converting your overage users to prepaid licenses, please contact our Support Team at support@fieldwire.com, and they will get you in contact with the appropriate Sales Representative.
Operational Changes
Billing Management Reduced to Only the Account Owner
Before the change, the Account Owner AND any Account Manager could make billing changes. Our data confirmed that 90%+ of intentional billing changes have always been made by the Account Owner, and customer feedback suggested that many changes made by additional Account Managers were mistakes. Therefore, only the Account Owner can make Self-Serve Billing Management changes (upgrades, changes to credit card and billing address info, etc.) in the new system.
Simplified and Streamlined Cancellations & Downgrades
Previously, if you canceled your Fieldwire subscription, it would cancel immediately, even if you had already paid for the full year (or 30 days on a monthly plan). Now, when you cancel or downgrade your subscription tier, you will see the message shown in the screenshot below, which indicates that your plan change will be processed at the end of your current subscription and that your current Fieldwire plan will be active for the remainder of the time you already purchased. Thus, cancellations and downgrade are effective at the end of term, rather than immediately.
Support-Assisted Billing Updates
After the change, you will only be able to update your billing address as well as change from Monthly to Annual Billing by contacting our Fieldwire Support Team.
If you purchased a Fieldwire subscription by mistake or invited users that were inactive or a misunderstanding occurred whilst adding on additional users, the Fieldwire Support Team can look into processing a credit for the recent charge. However, you must contact the Support Team within 60 days of the transaction, where they will also be checking on usage by the users, otherwise they will NOT be able to provide any credit.
Note: Both before and after the change, if you want to add licenses and/or increase your tier (from Pro to Business, Business to Business+, etc.), you can do that yourself as Account Owner at any time by following these instruction.
Accessing Past Receipts
When your yearly or monthly subscription renews or you have an overage charge, the email address listed as the Email recipient under the Invoice details receives the receipts in their email. If no email address is listed, the system defaults to the Account Owner's email address and will send them the receipts.
Previously, the Account Owner would also be able to view previous payment history by navigating to the 'Account' tab on the main projects dashboard. You'll no longer see these links after the change. However, this is being worked on and will be added in the future.
In the interim period, the user listed as the Email recipient under Invoice details will still receive new receipts in their email, and unless the emails have been deleted, the Email recipient may still have the previously emailed receipts in their email inbox. If you need a copy, you can search for the email, or you can contact the Fieldwire Support Team, who can assist with sending you an additional copy.