Support

Register on the web and set up your two-week free trial with a credit card. Cancel any time in the first two weeks and you won't be charged. Or subscribe in the app. Stuck? Write to support@xoxkn.it and a real person will answer.

Not when you start. When you complete a web subscription you will see a payment form showing that today's charge is €0.00. We charge for the first time when the two weeks end, unless you cancel before then. On Google Play you may see a small temporary charge or hold while your card is checked — it is reversed automatically, and it is not a payment.

On the web, on iPhone and iPad, and on Android phone and tablet; your designs always stay in sync.

On the web is quickest — register, and your trial starts straight away. You can also subscribe inside the app on your phone or tablet, wherever you downloaded it.

As long as your card on file is valid, we simply charge you at the end of your subscription period for another year. If we can't process your payment with your existing payment details, we will notify you so you can update them. If you don't renew, your designs won't be lost — we will save them for you for a year after your subscription ends, and you can reach them any time by subscribing again. After a year, your designs will be deleted.

Don't worry, we will automatically retry. You'll receive an email message when the payment has been completed.

This is a message from our payment provider, Stripe, which provided the Link payment service. We don't manage the payment process ourselves - for security, we don't store customer billing info at all. So, if your payment did not go through for any reason, watch for an email from Link or Stripe asking you to try your payment again and providing instructions for how to do it. Don't worry, you won't be charged twice. And a "renewal payment" is just your normal subscription payment at the end of any trial period or at the end of your annual subscription.

Choose Settings, then Subscription, and choose Cancel subscription. If you are on a trial, you won't be charged. If your trial has ended, you keep access through the end of your subscription period.

Yes. When Pro subscriptions open, you'll be able to upgrade easily.

Yes — support is always there. Choose Settings, then Support, and send us a ticket if you can't sort it out quickly on your own. Sign-in has given some people trouble since the v2 launch, and a few have told us they never received the email asking them to confirm their address — sorry about that. A quick fix: tap Forgot password and we'll send you an email; follow the link in it and set a new password. You'll get a confirmation, and you should then be able to log in with the new one. If that doesn't work, tell us. We'll update this answer once a proper fix is in place — sorry for the nuisance.

Your drawing opens looking the same as before. Pixel edits no longer exist as a separate layer. The first time you open the drawing, 2.8.1 turns each pixel edit into ordinary row edits and, where an edit changes the outline, into the shape's own outline. After that you can select and change them in Edit rows. Nothing is lost along the way. If 2.8.1 can't reproduce a drawing exactly, it keeps your original pixel edits and shows the drawing as it was.

One exception: a stitch that a pixel edit placed beyond the edge of your machine's bed is dropped, because no needle can knit it. Where an edit leaves a small step on a slanted edge, that step is yours to tidy in Edit rows.

The conversion is saved the next time you save the drawing.

They open as the shapes you drew. Two things can differ slightly from before:

• Points move to the nearest stitch. Older drawings could have corner points between stitches. 2.8.1 moves each to the nearest stitch and row crossing, because no one can knit half a stitch. A shape can change by up to one stitch at an edge.
• Row shaping is dropped. If you used the old design-wide shaping interval, it is no longer applied. The rows now follow the outline you drew, so a diagonal or curve that used to be stair-stepped now follows the line.

A drawing you are partway through knitting isn't affected.

Your row edits are kept. If the drawing also used the old shaping interval, 2.8.1 moves each edit to the same row of the drawing as it now derives, shifting the start and end of each run by the same amount.

If a row can't be carried over safely, 2.8.1 leaves that row as the shape gives it and does not shift it somewhere wrong. Two cases where that can happen:

• the row has a different number of runs from before;
• the shift would empty a run or make two runs overlap.

Row edits that were never combined with shaping aren't touched.

Known gap: if a drawing had both shaping and pixel edits, the row edits may not carry over.

In Premium, pick a machine with the same number of needles. We build the grid from your swatch, so you get a realistic finished-garment measurement rather than the as-knit one. In Pro, when it opens, the machine itself matters more — its programmability, its components, and so on. If your machine isn't listed and you'd like it added, open a support ticket: choose Settings, then Support. Describe the machine — maker, name, needles, pitch and how patterning is controlled (mechanical or electronic, the card width if it takes cards, cam systems, a second bed or ribber, and so on). Add anything else you think is useful, and if at all possible attach the manual as a PDF. We'll add your machine as soon as we can.