This article helps troubleshoot issues where you or your team are not receiving Fieldwire emails, including password reset emails, account/project invitations, task notifications, and exports/reports.
TL;DR (Start here)
- Check Spam/Junk and search your inbox for messages from @fieldwire.com or @hilti.com.
- Confirm the email address is correct (no typos) when requesting the email (password reset, export, invite, etc.).
- Allowlist Fieldwire sender information (addresses/domains/IP below).
- If you still don’t receive emails, ask an Admin on your project(s) to check for an Invalid Email indicator (bounced/unsubscribed), or contact support@fieldwire.com.
Jump to: Examples of Fieldwire system emails | Allowlist / safe sender details | Not receiving password reset emails | Troubleshooting (User) | Troubleshooting (Admin) | Contact Support
Examples of Fieldwire system emails
Fieldwire system emails can include information on the Account or Project level. Common examples include:
Account
- Account Invitations
- Instructions for Unlocking your Account
- Password Resets
Projects
- Project Invitations
- Task Notifications
- Task Reports
- Plan Notification Updates
- Exports: Plan Sheets, Photos, Files, Forms, RFI Reports, Submittal Reports
Common reasons you may not receive Fieldwire emails
Just like with other platforms, our emails might sometimes be mistakenly filtered into your spam folder or blocked by your network’s security settings.
- Spam/junk filtering (email provider flags the message)
- Network/security filtering (company firewall, mail gateway rules)
- Email forwarding/filter rules (messages routed or deleted automatically)
- Email unsubscribed or bounced (previous bounce can block future messages until resolved)
- Incorrect email address entered when requesting the email
Not receiving password reset emails
If you request a password reset email but don’t receive it, it’s most commonly caused by spam filtering, security filtering, a typo in the email address, or a bounced/unsubscribed email status.
- Check your Inbox and Spam/Junk folders.
- Search your mailbox for fieldwire or hilti.
- Confirm you entered the correct email address when requesting the reset.
- Follow the steps in Allowlist / safe sender details.
- If you still don’t receive the reset email, see Troubleshooting (User) and Troubleshooting (Admin).
Tip: If your organization uses strict email security policies, your IT team may need to allowlist Fieldwire sender info (below).
Ensure the Fieldwire system is recognized as a safe sender (Allowlist)
If you're setting up your account, we strongly recommend allowlisting Fieldwire sender information. If you plan on sending Fieldwire resources (reports, exported plans, etc.) to teams outside your company, share this information with them as well.
Send From addresses:
support@fieldwire.com, invites@fieldwire.com, ca-sales@hilti.com, us-sales@hilti.com, hilticloud@hilti.com
Sender domains:
fieldwire.com, fieldwire.net, hilti.com
Sender IP:
167.89.97.245
How to allowlist (examples):
If you use Gmail or Microsoft Outlook, you can add Fieldwire as a safe sender in your email settings. The exact steps may vary depending on your organization’s configuration.
If your company uses a different email service, the setup may look different, but there should still be options to allowlist or mark Fieldwire as a safe sender. If you have an IT team, share the sender details above—they’ll know how to apply them correctly.
If you have questions or difficulty, email support@fieldwire.com.
Troubleshooting steps (User)
If you still don’t receive emails after allowlisting Fieldwire, follow these steps:
- Confirm the email address contains no typos and is correctly spelled when requesting the email (password reset, export, report, etc.).
- Check your Spam/Junk folder. If the email is in Spam/Junk, mark it as not spam and add support@fieldwire.com as a trusted sender.
- If the email is not in Spam/Junk, ask a Project Admin to check under the People tab to confirm if there is an Invalid Email icon next to your name (this can indicate a previous bounce or unsubscribe).
- If an Admin is not available, email support@fieldwire.com and include the affected email address so Support can confirm whether that address can receive emails.
Optional: If your organization uses email security tools, ask your IT team if messages from @fieldwire.com or @hilti.com are being quarantined or blocked.
Troubleshooting steps (Admin)
If you are an Admin troubleshooting email delivery for a user:
- Confirm the email address contains no typos when sending the invitation, export, or task report.
- In the Project, go to the People tab and check if there is an Invalid Email icon next to the user’s email address.
Invalid Email icon (example):
- If an Invalid Email icon is displayed, no emails will be sent. This indicates the email address has previously bounced or unsubscribed.
- To resubscribe or resolve the bounce/unsubscribe status, email support@fieldwire.com and include the affected email address.
- If an Invalid Email icon is not displayed, the email address is considered valid and emails should be successfully received (assuming no mailbox/security filtering).
If emails still aren’t being received and the address appears valid, advise the user to contact their internal IT team to confirm that emails from support@fieldwire.com are not being blocked or quarantined.
Contact Support
If you have tried the steps above and still cannot receive Fieldwire emails, contact our support team at support@fieldwire.com and include:
- The affected email address
- The type of email you are missing (password reset, invite, export, notification, etc.)
- Approximate time you requested/sent the email
- Whether you have already allowlisted the sender info above