Knack Phone Support

If you need to contact our support team right away, please send us an email and we'll respond as soon as we can.

Changes to Phone Support Due to COVID-19

In an effort to provide the best support we can during the ever-changing COVID-19 outbreak, we will no longer be offering scheduled phone support as of April 23, 2020. Instead, we will be focusing on our primary support channels: email and in-app messaging.

Why we’re focusing on email and in-app messaging

We’ve found that we can give our highest quality of support when we focus our efforts on those two channels. Support work often requires careful, focused thought, and investigation. Keeping support solely online allows us to better help you troubleshoot your apps in a speedy and more efficient manner, as our team is able to focus all of our energy on solving your support concerns with the fewest number of distractions and interruptions possible. This, in turn, means that your support requests are ultimately resolved faster.

Here are a few other reasons:

  • We can instantly view your apps, account activity, system details, and other information so we can troubleshoot effectively.
  • Building apps is a visual process. We frequently ask you to send us links, screenshots, and videos to help us see what you’re seeing. We can also send you links, screenshots, and videos to resources that can guide you in the right direction.
  • Online support keeps detailed records in one place. This ensures nothing gets lost in translation if we need to escalate your issue. (Just getting a person on the phone doesn't make issues easier to fix, unfortunately.) We'll always have access to previous tickets so you won't have to repeat questions.

How video can help with the transition

We understand that some users like using phone support to get help with app design or tricky workflow questions, or complex technical issues. It can feel easier to talk someone through your question or issue than having to write out multiple paragraphs to explain. We’ve been there.

That’s why we recommend that you share a video (screen recording) walking us through tricky or complex questions/issues. With a video, we can see exactly what you’re seeing and can refer back to it whenever needed. That will lead to less back and forth asking clarification questions and provide a quicker option for escalating an issue. Plus, we can send you a video walking through our guidance if you find that more helpful than getting a text response in return.

We will continue to make every effort to provide the best support we can during this time and we appreciate you sticking with us. 

Please reach out to us through email,, or via the in-app messenger in the builder if you have any questions or thoughts. Stay safe and take care of yourself and each other.

The Knack Team