Issue: Email not received from Smartsheet

Looking for help with verification codes or password reset emails specifically? Jump to Verification code and password reset emails.

Start here: Is the email being sent or blocked?

The right fix depends on which of these is happening:

• Email sent but not received: Smartsheet sent it, but your email provider filtered, blocked, or routed it somewhere unexpected. Start with Check your spam and filtering settings.
• Email never sent: Smartsheet didn't generate the email at all. This is usually an automation, notification setting, or account configuration issue. Jump to Email never sent.
• Email going to the wrong address: You're receiving Smartsheet emails, but at the wrong address. See Email going to the wrong address.

Check your spam and filtering settings

Before anything else, run through this checklist:

1. Check your spam or junk folder: Email from Smartsheet sometimes gets caught here, especially on first contact.
2. Check your quarantine: Some corporate email systems (like Mimecast or Proofpoint) quarantine messages from new senders. Ask your IT department to release the message and allowlist Smartsheet's domains.
3. Check that your name is set in Personal Settings: If your First and Last Name aren't filled in under your Smartsheet Personal Settings, some filtering services (like Mimecast) may flag the email because it arrives with only an email address in the sender field rather than a display name. Set your name in Personal Settings and ask your IT team to re-check filtering.
4. Check that your email address is correct: If you mistyped your email address when signing up, Smartsheet is sending to the wrong inbox. Visit the Password Reset page to get a new activation link sent to your correct address.

Allowlist Smartsheet's email domains

If your organization's email system is blocking Smartsheet emails entirely, ask your IT or email administrators to add the following domains to your allowlist.

Some IT environments use IP reputation filtering instead of (or in addition to) domain-based filtering. If your organization filters by IP, see the Smartsheet IP ranges and domains article for the current list of IP addresses and hostnames used by Smartsheet mail servers.

Standard (US) accounts

• smartsheet.com
• app.smartsheet.com
• info.smartsheet.com
• system.smartsheet.com
• reply.smartsheet.com
• noreply@smartsheet.com
• bounce.smartsheet.com

If you're a member of the Smartsheet Community, also add community.smartsheet.com

EU accounts

• smartsheet.eu
• app.smartsheet.eu
• info.smartsheet.eu
• system.smartsheet.eu
• reply.smartsheet.eu
• bounce.smartsheet.eu

AU accounts

• smartsheet.au
• app.smartsheet.au
• info.smartsheet.au
• system.smartsheet.au
• reply.smartsheet.au
• bounce.smartsheet.au

• mail.application.smartsheet.au

  If you're not receiving automation emails specifically, make sure mail.application.smartsheet.au is included. Automation emails in AU use this domain.

Smartsheet follows these email security standards to help recipient systems validate that Smartsheet is the legitimate sender:

• Sender Policy Framework (SPF)

• DomainKeys Identified Mail (DKIM)

• Domain-Based Message Authentication Reporting and Conformance (DMARC)

Email never sent

If the email isn't in spam, isn't quarantined, and your allowlist is correct, Smartsheet may not have sent it at all. Here are the most common causes:

Automation or workflow didn't fire

If you're expecting an email from a Smartsheet automation (like an alert, update request, or notification) and it never arrived:

• Confirm that the automation is active and that the trigger conditions have been met.
• Check whether the recipient is the same user who triggered the automation. Smartsheet doesn't send email notifications to the person who triggered the workflow. This is expected behavior. Other recipients on the same automation still receive the email.
• For workflows that send to specific users, confirm those users' email addresses are correctly listed in the automation.
• For more on setting up notifications, see Automated notifications sent via Smartsheet.

Inconsistent delivery: some users receive it, others don't

If emails are reaching some users in your organization but not others, the issue is usually per-user rather than organization-wide. Check:

• Individual spam and junk folders for the affected users
• Whether affected users have different email providers or domains than users who are receiving emails
• Whether affected users have Personal Settings configured (First and Last Name set)
• Whether any per-user email rules or filters are redirecting Smartsheet emails

Ownership transfer email not generated

Transfer of ownership notifications are triggered by a specific action in Smartsheet. If no email was generated when transferring sheet ownership, confirm the transfer was completed (not just initiated) in Smartsheet. For details on how ownership transfers work, see Change Owner permissions of a sheet, report, or dashboard.

Conversation notification emails stopped

If you were previously receiving email notifications for sheet conversations and they've stopped:

1. Go to your Account menu and select Personal Settings.
2. Select Notifications and confirm that conversation notifications are still enabled.
3. Check whether the sheet's notification settings have changed.

Verification code and password reset emails

This is one of the most common issues and the existing steps often don't resolve it. Here's a more complete path.

Step 1: Check spam, junk, and quarantine

The verification code email comes from system@system.smartsheet.com with the subject line containing your code. Check spam, junk, and any corporate quarantine first.

Step 2: Request a new code

Verification codes expire. If any time has passed since you requested the code, request a new one from the login page.

Step 3: Confirm your allowlist includes system.smartsheet.com

Password reset and verification code emails come specifically from system.smartsheet.com. Make sure this domain is on your organization's allowlist.

Step 4: If none of the above works

If you're confident the email isn't being filtered, your allowlist is correct, and you're still not receiving verification or password reset emails, this needs to be investigated directly. Contact Smartsheet Support and include:

• The email address on your account
• The type of email you're expecting (verification code, password reset, activation)
• What you've already checked

If you received an "account locked" message followed by a separate email saying no account exists, your account may be in an inconsistent state. Don't create a new account. Contact Smartsheet Support directly so they can check your account status and resolve the contradiction.

Email going to the wrong address

If Smartsheet emails are arriving at a personal email address instead of your work address, your Smartsheet account is likely registered to the personal address.

To update your email address:

1. Sign in to Smartsheet.
2. Select your Account icon and go to Personal Settings.
3. Update your email address under Profile.

Email was working but recently stopped

First, check the Smartsheet Status page for any recent incidents or maintenance windows that coincide with when emails stopped. If an active incident is shown, no action is needed. Service typically restores automatically.

If the Status page shows no issues:

1. Run through the spam and filtering checklist again. Filtering rules can change without warning.
2. Check whether your organization recently updated its email security policies or spam filtering software.
3. Confirm your Personal Settings still show the correct email address.
4. If the issue is specific to automation emails, check that the automation is still active and its trigger conditions haven't changed.

Email attachment size limit

There's a 20 MB limit on emails sent from Smartsheet. If an email exceeds this size, Smartsheet doesn't send it, and you don't receive an error message when this happens.

This most commonly occurs with the Send Sheet as Attachment command, which can generate large files depending on sheet size. If a message you're trying to send is hitting the size limit:

• Share the sheet directly instead of attaching it to an email
• Send only the applicable rows rather than the entire sheet

For more information, see Share sheet information in email.