Support
This page explains how to get help with Emby, which support channels are available, and what you can expect depending on your plan. For quick access, see the Support Channels section below to know which contact methods apply to you.Support Channels
Your available support channels depend on your subscription level.| Support Channel | Free Users | Pro / Teams | Enterprise |
|---|---|---|---|
| Email Support | – | ✔️ | ✔️ |
| WhatsApp Instant Support | – | ✔️ | ✔️ |
| Scheduled Calls (custom servers, migrations, high-volume) | – | ✔️ | ✔️ |
| Dedicated On-Call Engineer | – | – | ✔️ |
Email Support
Available for all paid plans. 📩 [email protected] Use email for:- billing questions
- API or inference issues
- account or workspace problems
- migration assistance
- model routing or configuration help
WhatsApp Support
Direct chat with the Emby team for quick help. 📱 https://wa.absolum.nl Use WhatsApp for:- setup help
- OpenAI-compatible integration issues
- rate limit or performance troubleshooting
- choosing or comparing models
- urgent migration support
Scheduled Calls
For advanced needs, migrations, custom GPU servers, or enterprise setups. 📞 https://cal.com/absolum/30min Recommended for:- planning or deploying a dedicated GPU server
- architecture / routing consultations
- private model hosting
- enterprise compliance or data sovereignty reviews
- high-volume usage planning
Customer Responsibilities
To help us solve issues quickly, we ask customers to:- Provide helpful details (logs, timestamps, model names, request IDs).
- Stay available during troubleshooting.
- Follow basic setup instructions (correct API key, base URL, model ID).
Support Etiquette
All support interactions must remain respectful.Abusive or hostile communication toward Emby staff will result in removal from support channels and, if needed, termination of support access.
Changes to This Support Policy
We may update this policy over time.Continuing to use Emby after changes means you accept the updated terms.