I'm a Cameo customer
Cameo Customer FAQs
67 articles
How do I use Cameo?
How do I use Cameo?
- How do I find my Cameo Order ID?How to find your Cameo Order ID from your confirmation email, the orders page, or the app — including what to do if you cannot locate it.
- Can the talent see my instructions?Whether talent can see your Cameo instructions, who has access to them, and how to edit them before recording starts.
- How do Cameo credits work?What Cameo credits are, when you receive them, how to use them, and whether they expire.
- What is Cameo?What Cameo is — a platform where fans can book personalized video messages, shout-outs, and direct messages from celebrities, athletes, and creators.
- Why was my Cameo request declined?What it means when a talent declines your Cameo request, and what happens to your payment.
- What happens after I submit a Cameo request?
- Can I edit the instructions after I send my Cameo video request?Whether you can change your Cameo video instructions after submitting your request, and what to do if you need to update them.
- How do I cancel my Cameo video request?How to cancel a Cameo video request, whether cancellation is possible, and what happens to your payment after cancellation.
- My Cameo video expired! What do I do?What happens when a Cameo order expires — including the automatic grace period extension, refunds by platform, and how to check your order status at cameo.com/orders.
- 24 Hour Delivery UpgradeHow to upgrade an existing Cameo order to 24-hour delivery using the Need it faster button at cameo.com/orders — and what happens if the order is not delivered on time.
- Can I download my Cameo video?How to download your Cameo video from the app, website, or delivery email — including troubleshooting if the download appears successful but the video can't be found, or if a…
- How do I leave a review or tip?How to leave a review for your Cameo video and how to leave a tip for the talent after receiving your video.
- How will I receive my Cameo video?How customers receive their completed Cameo video — by email, in the app, and at cameo.com/orders — and what to do if they haven't received it yet.
- How do I share my Cameo video?How to share your Cameo video from the app, website, or delivery email.
- Can my Cameo video include closed captioning?Whether Cameo videos can include closed captions or subtitles for accessibility.
- How do I report a Cameo video or other content on Cameo that violates Cameo's terms of service?How to report a Cameo video or other content that violates Cameo's Terms of Service or Community Guidelines.
- How do I remove the watermark?How to remove the Cameo watermark from a personal video by purchasing the watermark removal upgrade at cameo.com/orders. For personal videos only — not business videos.
- There's no audio on my Cameo videoWhat to do if your Cameo video has no sound, muffled audio, or the audio cuts out.
- My Cameo video is blurry, poor quality, or cuts offWhat to do if your Cameo video is blurry, pixelated, cuts off early, or has other video quality issues.
- My promo code or discount isn't workingWhy your Cameo promo code or discount code might not be working, and how to apply one correctly.
- Can I get a receipt or invoice for my Cameo purchase?How to find a receipt or invoice for a Cameo purchase, including order confirmation emails, the orders page, business invoices, and iOS app purchases.
- How do I update my email address?How to update the email address on your Cameo account, and what to do if you booked with the wrong email.
- What's the difference between a Cameo video request and a Direct Message (DM)?Explains the difference between a Cameo video request and a Cameo Direct Message (DM), including what each one is, how they work, and how to tell which one you booked.
- My Cameo gift card isn't workingHow to redeem a Cameo gift card and what to do if you're getting an error or the code isn't working.
- I'm having trouble logging into my Cameo accountHow to fix login issues on Cameo including the verification code login, Sign in with Apple, Facebook, and Google.
- How can I check the status of my Cameo video?How to check whether your Cameo order is pending, active, completed, expired, or declined — and what each status means.
- I did not receive my Cameo. Will I be charged?Whether you will be charged if your Cameo request expires or the talent does not complete it — including automatic refund timelines by platform.
- Account DeletionAssistance with account deletion request
- Order not found — email mismatch, Apple relay, or typoInstructions for Pai on how to handle order lookup failures due to email mismatches, Apple relay emails, or typos — including the account ownership verification questions to ask before escalating.
Paying for a Cameo
Paying for a Cameo
- Where's my refund?How to find your Cameo refund and how long it takes to arrive depending on whether you booked on the website, iOS app, or Android app.
- When will I be charged for my Cameo video?When Cameo charges your payment method depending on whether you booked on the website, iOS app, or Android app.
- Which payment methods are accepted?Which payment methods Cameo accepts including credit cards, debit cards, PayPal, Apple Pay, and Google Pay.
- PayPal payments and issues on CameoHow PayPal payments work on Cameo, including holds, refunds, and common PayPal issues.
- What currency does Cameo charge in?All Cameo prices are in USD. Information for international customers about currency conversion and charges.
Problem with my Cameo
FAQs when you have an issue with your Cameo
- I didn't receive a confirmation email for my Cameo orderWhat to do if you didn't get an order confirmation or receipt after booking a Cameo.
- Why haven't I received a refund notification? (Cameo website)Explains how pre-authorization holds work for web bookings, and why customers won't receive a refund notification from their bank.
- My 24-hour delivery order is late — what now?What to do if your 24-hour Cameo order hasn't arrived within the delivery window.
- My Cameo video didn't arrive in time for the occasionWhat to do when your Cameo video didn't arrive in time for a birthday, anniversary, or other special occasion.
- I received a blank, wrong, or placeholder videoWhat to do if you received a blank video, a video intended for someone else, or random content instead of your Cameo.
- I thought I bought a Cameo video through TikTok, but I haven’t received a confirmation email or video. What happened?What to do if you thought you purchased a Cameo video through TikTok but never received a confirmation email or video.
- I haven't received my Cameo videoCheck the status of your Cameo video and find out what to do if it hasn't arrived yet.
Business Cameos
Business Cameos
- What's a business video?What a Cameo business video is — a video from a celebrity or creator for commercial use such as advertising, marketing, or brand promotions.
- What celebrities are available for business videos?Which celebrities and creators are available to book for Cameo business videos.
- I’m not happy with my business video. Is there anything you can do?What options are available if you are unhappy with your Cameo business video — including refund and redo eligibility.
- Can I edit my business video or remove the watermark?Whether you can edit your Cameo business video or remove the watermark — including what the commercial watermark requirement means.
- What’s the turnaround time for business videos?How long Cameo business video requests typically take to be completed by the talent.
- Can I post my business video on social media?Whether you can post your Cameo business video on social media and what usage rights and restrictions apply.
- Are there any restrictions for booking business videos?Content restrictions and booking guidelines for Cameo business videos including prohibited uses and community standards.
- Is there a limit to how long I can use my business video?How long you are licensed to use your Cameo business video for commercial purposes after purchase.
- Can I have a celebrity give a shout-out for my business or charity?Whether brands and businesses can book a celebrity shout-out on Cameo for commercial or promotional use.
Cameo Direct Messages
Cameo Direct Messages
- What's a Cameo Direct Message?What a Cameo Direct Message is — a personal video message sent directly to a talent on Cameo, not a video request.
- How do I send a Cameo DM?How to send a Direct Message to a talent on Cameo — steps for finding the talent, composing your message, and completing the purchase.
- I sent a Cameo DM to a celebrity, but they didn't respond. What gives?Why a talent may not respond to your Cameo Direct Message and what you can do about it.
Cameo Collage & Physical/Digital Cards
Cameo Collage & Physical/Digital Cards
- What is a Cameo Collage?What a Cameo Collage is — a compilation of multiple Cameo videos combined into one shareable video as a group gift.
- How is a Cameo Collage created?How to create a Cameo Collage — starting a group video compilation and inviting contributors to add their Cameo videos.
- How do I add contributors to the Cameo Collage?How to invite others to contribute Cameo videos to your Cameo Collage using a shareable link.
- How do I add content to the Cameo Collage?How to add your own Cameo video or other content to a Cameo Collage compilation.
- What if I want to edit/remove content from the Cameo Collage?How to edit or remove content from a Cameo Collage before it is finalized.
- What happens to my Cameo Collage if my Cameo video is not completed?What happens to your Cameo Collage if one of the included Cameo video requests is not completed by the talent.
- Can I add another Cameo video to my Cameo Collage?Whether you can add more Cameo videos to an existing Cameo Collage after it has been started.
Red Carpet Rewards
RCR FAQs
- What is the Red Carpet Rewards program?What the Red Carpet Rewards loyalty program is and how it works on Cameo.
- How do I join Red Carpet Rewards?How to enroll in the Red Carpet Rewards loyalty program on Cameo.
- How do I check my balance?How to check your Red Carpet Rewards points balance on your Cameo account page.
- How do I earn points?Which Cameo purchases earn Red Carpet Rewards points and how many points you earn per dollar spent.
- How do I use points?How to apply Red Carpet Rewards points toward a Cameo purchase on the website or in the app.
- How far can my points go towards a purchase?How much each Red Carpet Rewards point is worth — 100 points equals $1 toward an eligible Cameo purchase.
- When do my points expire?When Red Carpet Rewards points expire — points expire on the next January 1 or July 1 after the purchase that earned them.