COMA Media Server Support

Help with plans, setup, billing, remote access, account issues, updates, and COMA Media Server setup.

General Support

Email support for purchase delivery, server server setup resets, addon store issues, account access, payment questions, setup assistance, and technical problems.

Support Email
support@comamediaserver.com

account & Billing
account@comamediaserver.com
billing@comamediaserver.com

Copyright & Abuse
copyright@comamediaserver.com
abuse@comamediaserver.com

Before Contacting Support

To help us investigate your issue quickly, please include as much information as possible in your email.

Your COMA plan email address;
Your access key or order reference where available;
The payment provider used (Stripe, PayPal, etc);
Approximate purchase date and time;
Your operating system and COMA version;
Any exact error message shown in COMA;
Screenshots where relevant;
Whether the issue affects local access, remote access, setup, playback, or billing.

          Include the exact error message shown in COMA where possible. Even small wording differences can help identify the issue.
        

Common Support Topics

purchase delivery Problems

If you have not received your plan email:

Check your spam or junk folder;
Ensure the payment completed successfully;
Confirm the email address entered during checkout;
Wait a few minutes in case of provider delays;
Contact support if the email still has not arrived.

setup Reset Requests

If you changed hardware, reinstalled Windows, replaced your server, or migrated to a new system, we may be able to assist with server setup resets where appropriate.

Please include:

Your access key;
Your previous server or installation details;
Your new server details;
The reason for the reset request.

Remote Access Problems

Remote access issues are commonly caused by:

Router or firewall configuration;
CGNAT or ISP restrictions;
Reverse proxy or SSL configuration;
Incorrect DNS settings;
Blocked ports;
Cloudflare or CDN configuration issues.

Playback or Streaming Problems

Please include:

The media file format;
Whether the issue occurs locally or remotely;
Any transcoding settings used;
Your server hardware specifications;
The exact playback error shown.

Example Error Messages

When contacting support, copy the exact wording of any message shown in COMA.

plan verification failed

Unable to reach plan server

setup limit reached

Fetch failed

Server connection timed out

Remote access unavailable

Playback failed

Invalid access key

Authentication failed

Response Times

We aim to respond to support requests as quickly as possible, however response times may vary depending on demand, weekends, holidays, investigations, or the complexity of the issue.

Sending multiple duplicate emails may delay investigation of your request.

Unsupported Issues

Because COMA is self-hosted software, support may be limited for:

Unsupported operating systems;
Modified or unofficial builds;
Third-party plugins or addons;
Custom code modifications;
Unsupported reverse proxy configurations;
Hardware instability or insufficient resources;
Issues caused by pirated or unauthorised software;
Issues caused by third-party hosting providers or ISPs.

Security Issues

If you believe you have discovered a security vulnerability affecting COMA Media Server, please contact:

Security Contact
security@comamediaserver.com

Please include enough information for us to reproduce and investigate the issue responsibly.

Support