If you booked on the Cameo website and your order was declined, expired, or cancelled, you may be waiting for a refund notification from your bank — but that notification will never come, and here's why.
You were never actually charged
When you place an order on the Cameo website, we place a pre-authorization hold on your payment method. This is not an actual charge — it's a temporary hold to confirm your payment method is valid and that funds are available.
If the request isn't completed — for example, if the talent declines it or it expires — the pre-authorization hold is automatically released. Because you were never actually charged, there is no refund to issue and no refund notification to receive from your bank.
What to look for on your statement
Instead of seeing a refund appear, go back and check your bank or card statement — you'll find that the pending charge is simply no longer there. It will have disappeared from your statement entirely.
Depending on your bank, it can take up to 5–10 business days for the pending hold to drop off your statement after it's released. This varies by bank and card provider.
The hold is still showing on my statement
If the hold is still showing and it's been less than 10 business days, please allow a little more time — this is your bank processing the release, not something Cameo can speed up.
If it's been more than 10 business days and the hold is still appearing, we recommend contacting your bank directly and letting them know you are disputing a pre-authorization hold that should have been released. They can investigate on their end. Additionally, you can provide your bank with the System Trace Audit Number (STAN) or, if unavailable, the Acquirer Reference Number (ARN) associated with the transaction. These identifiers can help your bank trace and verify the status of the hold or refund.
If you have any questions, our support team is happy to help — use the chat button below and have your Order ID ready. Our support team can also provide you with transaction trace identifiers, such as the System Trace Audit Number (STAN) or Acquirer Reference Number (ARN), which may be needed when contacting your bank.