Working with Support

What types of support do you offer?

• Office Hours & Guided Builds: Your chance to connect directly with our experts! Office Hours and your first Guided Build session are available to trial customers for free. These sessions are designed to help you break down your workflow, explore platform capabilities, and determine if Knack is the right fit for your needs. If interested in connecting, email us at onboarding@knack.com.
  • Please note:
    • This service is exclusively for trial customers to assist with discovery, sales, and initial setup.
    • We do not offer call support for existing customers. For assistance with bugs, billing, or other issues, please use our chat, email support options, or you can submit a ticket here.
• Demos & webinars: Learn about its features, see a live demo, and get your questions answered. Perfect for new users or business owners, operations managers, and builders exploring a new tool. Save your seat here.
• Chat support: Chat with real live onboarding specialists through the chat icon at the bottom right of your Knack Builder. Our specialists are around 8am to 8pm EST, but are most active online 1am to 4pm EST. Either catch them online or leave a message, which our AI Arturo will attempt to resolve or leave for specialists when they are back online.
• Email support: You can contact Knack support by submitting this form here. You can also use the chat bubble in the bottom-right corner of the Knack Builder. 
• Community forums: Seeking advice from others? Want to know if others have attempted a similar use case? Post your questions on the Knack's Community forum here.
• Knack Q&A: Our live Q&A webinars provide real-time answers, expert tips, and mini-live demos. Perfect for new and prospective users. Register here.

What are the support hours?

Our support hours are 8:00 am - 8:00 pm EST, Monday-Friday. While we may occasionally respond to messages outside of this time frame, this is when you can expect to hear from us.

What kind of response times are typical for support requests?

We always try to respond as quickly as we can, but if things get busy we do have to prioritize requests based on the plan you have:

• Starter: 1 -2 business days

• Pro: 1 business day

• Corporate: less than 1 business day

• Enterprise: same day, when possible

For a quicker resolution, please send us the troubleshooting information we need. 

Do you have a knowledge base or any tutorials or videos?

Yes, if you're reading this, you are already here! Our Knowledge Base is split into main sections:

• Get Started: A quick overview of the Knack platform.

• Builder Guide: The complete manual on the different components of the Knack Builder and how to use them.

• How-To Guides: Step-by-step instructions for building different app types, workflows, and functionality into your apps.

• Manage Your Account: Information on billing and account administration.

You can also view our Developer Documentation for information on using custom code and our API with your apps.

We also host regular webinars. You can register at this link.

Do you offer video support?

We do not offer video support. However, videos, gifs, or screen grabs showing the issue you're experiencing help a lot. We’re big fans of it! Feel free to record a video and visually walk us through a new part of your app you’d like to build or an issue you’re running into.

Videos make it easier for us for us to diagnose your concern, and provide thoughtful and detailed responses without delay. This means that we can ultimately resolve your requests faster.

Do you offer phone support?

We do not currently offer phone support. However, we are in the process of updating our service offerings and will soon be offering scheduled phone support at certain plan tiers, or paid schedule phone support that will be available to all plan types.

Do you have a support forum?

We do! Check out and join our community of Knack experts, team members, and all other Knack customers and prospects at https://forums.knack.com/. This is a good place to get answers from multiple sources with a wide range of experience with Knack.

Posting a support issue in the community may result in a delayed response. If you need help with your account, app, etc., please open a ticket instead here.

Will you help me build my app?

During the 14-day, free trial we're available to help you evaluate the Knack product. We can provide guidance on whether Knack is a good fit for your use case. However, we cannot build your app for you.

If you would like to hire someone to build your app, you can find a vetted export on our Expert Network page.

What information do I need to send to get help?

This form contains the information we need to get our investigation started. If you decide to email us, please include the following:

• URL to the Live App or Builder where the issue is taking place

• A clear and detailed summary of the issue

• Troubleshooting steps you have attempted before reaching out to support

How can I send an example spreadsheet or data?

If our support team asks for a sample spreadsheet for troubleshooting imports or building a proof of concept, please sanitize the spreadsheet so it does not include any real user data. We ask this to maintain the security of our customers and yours. Once the data is sanitized, you may send it as an attachment when replying to your support ticket.