First, check your video status
Most Cameo videos are delivered within the talent's stated response window. Before reaching out to support, here's how to check:
Check your email — Your video is delivered to the email address on your Cameo account. Search your inbox (including spam/junk) for an email from [email protected].
Check the app or website — Log in to cameo.com or the Cameo app and go to My Orders to see your order status.
Check the order window — Talent typically has 7 days to complete a request (or 24 hours if you paid for express delivery). If the window hasn't passed, the talent may still be working on it. Note: Some creators participate in a grace period program, which extends the delivery window to 10 days. Additionally, if a 24-hour delivery request is not fulfilled within 24 hours, the express fee is automatically refunded, but the creator has up to 4 additional days to complete the video.
What the order statuses mean
Pending — Your request has been sent and the talent has been notified.
In Progress — The talent has started working on your video.
Completed — Your video has been delivered. Check your email.
Expired — The talent didn't complete your request in time. The payment hold is released, and you are not charged.
Declined — The talent declined your request. You will be automatically refunded.
Common reasons a video might not have arrived
The email went to your spam or junk folder — this is the most common reason.
The video was sent to a different email address — check which email is on your Cameo account.
You're logged into a different account than the one you used to order.
The delivery window hasn't passed yet — standard delivery is up to 7 days.
If your order shows "Completed" but you can't find the video
Search your email for [email protected] or the talent's name.
Check the My Orders section in the app — tap the order to find a direct link to your video.You may also receive a text/SMS notification with a link to view your completed video. Check your messages, including any spam or junk folders.
Try opening the video link in a different browser or on a desktop.
If your order has expired
If your order expired (the talent didn't complete it in time), your payment is automatically refunded to your original payment method within 5–10 business days. You'll also receive a confirmation email.
If it's been more than 10 business days and you haven't seen the refund, please contact our support team below.
Canceling an Order
If you prefer to cancel your order, you can do so as long as the video has not been completed. Here’s how:
From the Confirmation Email: Use the “modify” link in your email to cancel.
On the Website: Log in to your account, go to your Orders page, and cancel the request.
In the Cameo App:
Tap Profile.
Tap Your Orders.
Open the request and select Cancel Order.
Refund Handling After Cancellation
Website Purchases: The payment hold is released, and funds typically return within 5–10 business days, depending on your bank.
iOS App Purchases: Credits are returned to your Cameo account for future use.
Android App Purchases: A refund is processed to your original payment method.
Still can't find your video?
If you've checked all of the above and still can't find your video, our team is happy to help. Please have your Order ID ready (you can find it in My Orders or your confirmation email) and contact us using the chat button below.