Support — Knowable

Get in touch

The fastest way to reach us is email. We're a small team — every message is read by a real person, usually within one business day.

General support: support@knowable.ca
Privacy & data requests: privacy@knowable.ca

Manage your subscription

Knowable subscriptions are billed through Apple, so all subscription, credit-pack, and refund actions happen in your Apple ID — not in our app.

Start a free trial. Tap "Start free trial" on the paywall inside Knowable. You'll be asked to confirm with Face ID, Touch ID, or your Apple ID password. The 7-day trial converts to a paid subscription unless you cancel at least 24 hours before it ends.
Cancel a subscription. Open System Settings → Your Name → Media & Purchases → Manage (or, on iOS, Settings → Apple ID → Subscriptions). Find Knowable and tap Cancel Subscription. You'll keep access until the end of the current billing period.
Restore purchases on a new Mac. Sign in to Knowable with the same Apple ID, then go to Settings → Subscription → Restore Purchases. Your subscription and any credit packs you've bought will reappear within a few seconds.
Buy a credit pack. In Knowable, open Settings → Credits and choose $4.99 → 500 credits or $24.99 → 3,000 credits. Credit packs are one-time purchases that never expire.
Enable Privacy Mode. Open Settings → Privacy and switch Privacy Mode on. Knowable will then route every session through Ollama running on your Mac — no camera frames, voice, or chat are sent to AWS.
Join an educator class. If your teacher uses Knowable, they'll give you a class invite code. Open Settings → Classes → Join with code and paste it in. Your teacher chooses how much (if anything) is shared with parents.
Refunds. Apple handles all refunds for App Store purchases. Visit reportaproblem.apple.com, sign in with your Apple ID, and find the Knowable charge.

Before you write

A few quick things to check that solve most issues:

Camera or microphone not working? Open System Settings → Privacy & Security, then check that Knowable has permission under Camera, Microphone, and (if you're using window sharing) Screen & System Audio Recording. After granting Screen Recording for the first time, you need to fully quit Knowable and reopen it.
Continuity Camera not appearing? Your iPhone needs to be running iOS 16 or later, signed in to the same Apple ID, with Bluetooth and Wi-Fi on. It also needs to be near your Mac and locked.
Sign in with Apple looping? Sign out (gear icon → Sign Out) and try again. If the loop persists, try email sign-up instead and let us know — that's a bug we want to hear about.
Milo not responding? In default mode, Knowable needs an internet connection — frames and voice are sent to AWS Bedrock for inference. If you've turned on Privacy Mode, Milo runs locally through Ollama, so make sure Ollama is installed and running on your Mac.

Reporting a bug

When something goes wrong, the details below help us fix it quickly. You don't need to know any of these to write us — just include what you can.

What you were doing when it happened (e.g. "starting a new session", "signing in with Apple")
What you expected vs. what actually happened
Your macOS version (Apple menu → About This Mac)
Knowable version (Knowable menu → About Knowable)
A screenshot or screen recording if the issue is visual

Account & data

To delete your account or request a copy of the data we have about you, email privacy@knowable.ca. We respond within 30 days as required under Canadian privacy law (PIPEDA).

For a full picture of what we do and don't collect, see the Privacy Policy.

For parents and educators

If you're an educator interested in using Knowable with your class, or a parent with questions about how Milo works with your kid's homework, write to support@knowable.ca with a short note about your context. We'll route you to the right person.

Status

If Knowable seems down for everyone — sign-in failing, Milo not loading at all — that's almost certainly something on our end. Email support@knowable.ca and we'll confirm and post an update.