Account and Billing

14-day Free Trial

You can start a 14-day free trial of any plan from our website

The trial version of the software is exactly the same as the paid version, so you have full access to all features and functionality. The only different between pricing is the number of knowledge bases and users.

If you choose to upgrade to a paid plan, you will keep the same account so you won't lose any of the work you've started. Of course, you can always delete your trial knowledge base and start over if that works better for you.

When your trial is over, you will need to upgrade to a paid account to continue.  Contact us if you need to extend your trial; we are happy to help in any way we can!

Unless you specifically request your account to be deleted, we keep all trial accounts for at least six months. 

Add another knowledge base

There are two main ways to add more knowledge bases to your account.

  1. Upgrade to an existing plan with more knowledge bases. 
  2. Contact us to request a customized plan. We are happy to help!

Add more users

There are two main ways to add more users to your account.

  1. Upgrade to an existing plan with more users. 
  2. Contact us to request a customized plan. We are happy to help!

Annual Discounts

We offer 10% off annual accounts. You can upgrade to an annual account under Your Account > Upgrade, or you can contact us to request payment by invoice. Invoices can be paid by credit card, bank transfer, or check.

Cancel my account

While we'd hate to have you go, you can cancel your subscription at any time.

  1. Go to Your Account > Account.
  2. Click on Cancel Account.
  3. Confirm you wish to cancel. Once cancelled, you will be logged out and your account will no longer be accessible.

Change billing email

Please contact us to update the billing email address on your account. Receipts are automatically emailed to the current billing email address, and past receipts are available upon request. Just let us know what you need!

Extend my trial

Please contact us to extend your trial. Just let us know how long you need!

Keep Me Logged In

Users can choose the option to "Keep me logged in" from the log in page to extend the length of each session. By default, users are logged out after a few hours of inactivity. "Keep me logged in" will extend this to two weeks of inactivity. 

Non-profit Discounts

We offer 25% off annual accounts for non-profit organizations. To get the discount, please contact us to request an invoice and specify how many kbs and users you want. Invoices can be paid by credit card, bank transfer, ACH, wire transfer, or check

Open API

All accounts have access to our open API. Admin users can create, view, and delete API keys under Your Account > API. 

You can create as many API keys as you need, and you can specific whether you want to grant GET, POST, PUT, and DELETE access for each individual key. For example. if you are just using the API to pull content from your knowledge base, the API key really only needs GET access. 

View our API documentation here.

Pause or put my account on hold

If you need to pause or suspend your account, please contact us to let us know what you need. We are happy to help in any way we can!

Pay by invoice

We do offer the ability to pay annually by invoice. Invoices can be paid by credit card, bank transfer, or check. Please contact us to request an invoice, letting us know what plan you want. Please note if you are eligible for a non-profit discount. 

Plans and Pricing

We try to keep our plans and pricing as simple and transparent as possible. The price you pay is based on two things:

  • Number of knowledge bases (web sites)
  • Number of users (people who create and manage your content)

All features are available at all plan levels, including:

  • Unlimited readers (people who can view your knowledge base)
  • Unlimited categories and articles
  • Unlimited files and images
  • Unlimited file and storage space
  • Unlimited views of your content

You can view current pricing on our website or contact us to discuss a customized plan. Our pricing might change from time to time, but all of our customers can keep the current pricing and offer from when they original signed up. It's just one way we can say thanks for being a loyal customer :)

We offer 10% discounts for annual payments and 25% off annual account for non-profit organizations. 

Readers

Readers are people who can view your knowledge base. You can restrict access to your knowledge base or certain content based on reader logins. Readers can be created manually using Add Single Reader or Create from Spreadsheet but can also be automatically created using remote authentication or SSO. 

The following fields are available for readers:

  • Login / Username (must be an email address for self-administered passwords to work)
  • First Name
  • Last Name
  • Picture / Icon (used with comments)
  • Password
    • Email reader a randomly generated temporary password upon creation
    • Assign a custom temporary password (no email is sent)
  • Groups
  • Help Site Access
  • Custom Fields 1-5

There are merge codes available for readers which allow you to display individual reader information inside your knowledge base or drive conditional content or logic from these fields. You can use the custom fields to store additional information about each individual reader.

You can assign your readers to specific groups and then restrict categories and articles to only those groups you want to have access. You can create as many groups as you like.

Readers are account wide, so if you have multiple knowledge bases, you will want to choose which help site (knowledge base) each reader belongs to.

While you can create readers individually, we do have the ability to create readers from a spreadsheet if you have a lot of users. Here is an example csv file showing you how to format the list. After selecting your file, you will be able to map the columns from your spreadsheet with the reader fields. You can also choose to assign all readers to certain groups and help sites.

Under Settings, you can choose whether you want to manage readers' passwords or allow the to manage their own (they can request password resets to their email address). If you allow readers to manage their own passwords, you can also set how own their passwords expire (Password Expiration Interval) and how often they can reuse a password (Repeat Password Limitations). 

Reader Password Expiration Intervals

  • Never
  • Every Month
  • Every 2 Months
  • Every 3 Months
  • Every 6 Months
  • Every Year

Reader Repeat Password Limitations

  • None
  • Cannot use previous password
  • Cannot use previous 2 passwords
  • Cannot use previous 3 passwords
  • Cannot use previous 4 passwords
  • Cannot use previous 5 passwords

If you are using self-administered passwords, you can also choose to add a reader signup link to your login page. This way, readers can sign up and receive a password on their own without having to contact you.

There is also an option to allow KnowledgeOwl users to log in as readers, which is on by default. This way, your users do not need separate usernames and passwords to access your knowledge bases.

For an additional level of control and security, you can restrict readers to only be able to log in from a list of specified IP addresses.

Update credit card

To update your credit card...

  1. Go to Your Account > Account.
  2. Click on Update Credit Card.
  3. Input your new credit card information.
  4. Save.

User Roles and Permissions

Admins can create and manage users under Your Account > Users.

The Users screen allows to create, edit, and delete users. The last login date is available for each user.

When creating or editing users, you are able to customize the following information:

  • Email
  • First Name
  • Last Name
  • Picture / Icon (used for comments)
  • Reset Password
    • Email user a randomly generated temporary password
    • Assign a custom temporary password
  • Admin Rights
    • Full Account Admin
    • Admin access to readers
  • Account / Project Roles
    • Editor
    • Writer
    • No Access


Full Account Admins have access to everything in your account. While they might not be an editor or writer on every knowledge base, they have the ability to give themselves access and they can manage users.

Admin access to readers gives non-admin users the ability to create, manage, and delete readers, groups, and reader settings.

Account / Project Roles allows you to specify what level of access each user should have for each knowledge base on your account.

  • Editors have access to all settings on a knowledge base, including settings, security, and styles.
  • Writers can only create and edit content (categories and articles).
  • Users with no access will not be able to view that knowledge base in the backend of the application

Users versus Readers

Users are people who can create, edit, and manage your knowledge base content. They have access to the backend of the application, and you pay for the users on your account. There are two main types of users:

  • Admin Users: Account administrators have access to everything in your account.
  • Non-admin users: Non-admins are granted permissions by the admins on a per knowledge base level. For each knowledge base, a user can be an editor, a writer, or have no access.
    • Editors have access to all settings on a knowledge base, including settings, security, and styles.
    • Writers can only create and edit content (categories and articles).
    • Users with no access will not be able to view a knowledge base in the backend.
    • Non-admin users can be given access to Readers.

Readers are people who can view your knowledge base. They only have access to the frontend (the knowledge base). You can have an unlimited number of readers on your account. 

View past receipts and invoices

Receipts are automatically emailed to the billing address on your account. Please contact us to update your billing email and request past receipts. 

Your Account

Your account information is available at the top right of the navigation bar. Account administrators will see "Your Account" and all other users will see "Account". Clicking on that menu will give you access to the following options:

Account admins will see the following:

  • Account: View your subscription information, Update Credit Card, Cancel Account, and Update Account Info.
  • Upgrade: View available plans and upgrade/downgrade your account.
  • Knowledge Bases: Go to your KnowledgeOwl dashboard. Same as clicking on the owl in the top left of the navigation bar.
  • API: Create, view, and delete API keys.
  • Users: Create, edit, and delete users.
  • Readers: Create, edit, and delete readers and groups. Manage reader settings.
  • Logout: Log out of KnowledgeOwl.

Non-admin users will see these:

  • My Settings (non-admins only): Update your email, first name, last name, and password.
  • Knowledge Bases: Go to your KnowledgeOwl dashboard. Same as clicking on the owl in the top left of the navigation bar.
  • (Optional permission can be given) Readers: Create, edit, and delete readers and groups. Manage reader settings.
  • Logout: Log out of KnowledgeOwl.