How can we help you?
A question about your subscription, billing or using KnowVault? Check the FAQ below or contact our team directly.
General support
Product questions, technical help, bug reports.
support@knowvault.frBilling & legal
Invoices, cancellation, GDPR, contracts, legal requests.
legal@knowvault.frFrequently asked questions
How do I upgrade from Starter to Pro?+
In the app, open the Plan tab in your organization settings and click "Upgrade to Pro". You'll be redirected to a secure Stripe payment page. The first invoice is issued immediately, calculated on your current number of Contributors.
How does adding or removing a Contributor change my invoice?+
Every addition or removal of a Contributor mid-period is prorated. On a monthly subscription, the adjustment appears on the following month's invoice. On an annual subscription, adjustments are consolidated and billed on the 1st of each month — never a surprise at the annual renewal.
Are Viewers billed?+
No. Viewers — people who watch videos without creating any — are always free and unlimited, on every plan.
How do I download my invoices?+
From the Billing tab in the app, you can view and download your last 24 invoices as PDF. For older history or to update your payment method, open the Stripe customer portal via the "Manage subscription" button.
How do I return to the Starter plan?+
From the Plan tab, click "Return to Starter". An eligibility check is performed: your organization must not exceed 3 Contributors and 5 GB of storage. If the conditions are met, you'll be redirected to the Stripe portal to cancel your subscription.
How do I change my billing frequency (monthly ↔ annual)?+
From the Billing tab, click "Manage subscription" to open the Stripe customer portal. There you can switch between monthly and annual billing (with 2 months free on annual). Stripe automatically calculates the proration when switching.
Where are our videos and data hosted?+
KnowVault's main infrastructure is hosted in the European Union. See our privacy policy for the full list of subprocessors and their locations.
A Contributor is part of several teams. Are they counted multiple times?+
No. Each user is counted only once, even if they're a Contributor in several teams in your organization. Promoting an existing Contributor in a new team does not change your invoice.
I didn't receive my invoice by email+
Check your spam folder and make sure the email address associated with your account is correct. Invoices are also available at any time from the Billing tab in the app. If the problem persists, contact us at support@knowvault.fr.
Can I export my data?+
Yes. From Settings → Danger zone, you can download a JSON export of your organization containing teams, members, invitations and associated metadata, in line with the right to portability (GDPR art. 20). To retrieve the video files themselves, contact support@knowvault.fr — we provide a full export on request.