Frequently Asked Questions
Last Updated: October 1, 2019
Q: What is Cameo?
A: Cameo operates the CAMEO™ Marketplace — through our website and app — that lets fans book a personalized video shout-out — a CAMEO video — from their favorite talent. Our mission is to create the most personalized and authentic fan experiences in the world.
Q: How do I contact the CAMEO™ team?
A: Feel free to contact us here: [email protected]. One of the Cameo Fameo will get back to you as soon as possible.
Q: How can I work at Cameo?
A: We’re always looking for rock stars! To view job openings, click on the jobs link on our website.
Q: What else should I know?
Q: Can I be notified when new talent joins the CAMEO™ Marketplace?
Q: How much does it cost for a CAMEO™ video?
A: The cost of a CAMEO video is set individually by each of the talent in the CAMEO Marketplace; therefore, the price will vary depending on which talent you request! The price is shown on the talent’s booking page when you make your request. Talent can change their price at any time, but you will be charged the price in ef-fect when you book your CAMEO video. If your request has expired (for example, the talent becomes unavailable for a short period of time, and the talent has in-creased the booking price when they become available again), you would pay the new (and then-current) booking price.
Q: How do I buy a CAMEO™ video?
Q: Can I update my request after I already booked a CAMEO™ video?
A: Yes! Using the link in your confirmation email, you can edit or cancel your order at any time before your personalized CAMEO video has been completed.
Q: How long will my CAMEO™ video request take to be completed?
A: Our talent is given up to seven days to fulfill requests. If your request isn’t completed within seven days, it will expire, and the temporary hold on your debit/credit card will be released or, in the iOS app, CAMEO credits returned to your CAMEO App wallet (see FAQs below).
Q: Am I guaranteed that the talent I select will make my requested CAMEO™ video?
A: We make it our top priority that every customer receives their appropriately ordered CAMEO video. While we try to make sure that all requested CAMEO videos are completed, it is possible that your request could expire after seven days. Just a heads-up, all talent has the option to accept or decline any request that comes through.
Q: How will I receive my CAMEO™ once it’s completed?
A: A link will be sent to the email and any cell number (via text) that you provided when you ordered your personalized CAMEO video. Woohoo!
Q: Can I download and keep my CAMEO™ video?
A: Yes. It’s super easy! If you are on a laptop or desktop, your CAMEO video can be downloaded via the link we emailed or texted you, just press the blue download button next to the video. If you received your CAMEO video via the app, you can download it from the top right-hand corner. You have a non-commercial and per-sonal license to use it forever, subject to the Site Terms of Service.
Q: When will I be charged for my CAMEO™ video?
A: If you pay using a credit/debit card, we will put a hold on your credit/debit card as an authorization until your order is completed. Your debit/credit card will be charged as soon as the CAMEO video is completed. If your request is not com-pleted, the authorization will be released, and you should see the hold removed from your credit/debit card up to seven days after the Cameo video has expired or been declined.
Q: What are CAMEO™ credits?
A: CAMEO credits can be purchased through our mobile app for iOS—but you must be a U.S. resident to purchase and use them. On the mobile app, you can purchase credits in bundles for the price shown. The credits are stored in your CAMEO App wallet on the app and you can redeem them for a CAMEO video—the number of credits needed is listed on the talent’s booking page in the app. When you use credits for your request, we will immediately decrease the balance in your CAMEO App wallet by the number of credits needed until your CAMEO video is completed. Please see our Site Terms of Service for more details.
Q: Where can I use CAMEO™ credits?
A: Only U.S. residents can purchase and use CAMEO credits and only in the iOS app.
Q: Can anyone use CAMEO™ credits?
A: CAMEO credits may only be purchased and used by U.S. residents.
Q: How do I use CAMEO™ credits?
A: It’s easy! Using the iOS app, find talent you’re interested in, and book them as you normally would using the number of credits shown for that talent. If you don’t have enough credits to make a purchase, we’ll prompt you to purchase more credits before you finish your purchase. You can find your balance in the upper right-hand corner of the iOS app, and you can add more credits whenever you want. When you use credits for your request, we will reduce the balance in your CAMEO App wallet by the number of credits needed until your CAMEO video is completed. If your request is not completed, the credits will be returned to your CAMEO App wallet.
Q: How much do CAMEO™ credits cost?
A: CAMEO credits are sold in bundles and the price of each bundle is listed in the iOS app — you can always buy additional bundles if needed.
Q: Do CAMEO™ credits expire?
A: CAMEO credits do not expire, but we reserve the right to discontinue use of credits at any time at our discretion.
Q: Are CAMEO™ credits refundable?
A: CAMEO credits are non-refundable. Once you purchase them in the iOS app, they’ll be added to your CAMEO App wallet.
Q: What if my CAMEO™ video is not completed?
A: If your CAMEO video is not completed, the CAMEO credits will be returned to your Cameo App wallet and you will be able to use them to request another CAMEO video from the iOS app.
Q: What if I have already been charged, but haven’t received my CAMEO™ video yet?
A: If your CAMEO video was booked in the last seven days but you haven’t received it yet, we’ve only put a pre-authorization hold on your credit/debit card. This is to ensure funds are available when talent fulfills your CAMEO video request. If it’s been over seven days, please contact [email protected].
Cameo™ Customer Referral Program FAQs
Q: How can I earn credit from referring a friend to Cameo?
A: As a registered Cameo user, you can earn credit when a friend or family member that you have invited (who hasn’t previously registered or purchased a Cameo video, DM, or Sticker) uses your Cameo-provided referral link to register on our site and purchases a paid Cameo video priced at US$10 or more. The first step is to share your referral link with your friend or family member. Next, they need to sign-up with your referral link and purchase a paid Cameo video priced at US$10 or more. Once the purchase is completed (e.g., Cameo video is fulfilled), we’ll send you an email confirmation and credit will be placed in your Site account to use on your next purchase.
Q: How do I earn credit from signing up with Cameo?
A: If you are a new and first time user, you can earn US$5 in credit towards your paid Cameo product (e.g., Cameo video, DM, or Sticker but not Cameo merch) by signing up with a referral link shared by a friend or family member who is an existing user. You cannot have registered or purchased a Cameo video, DM, or Sticker in the past — even if you used a different name, email address, or other login information.
Q: How do I see my Cameo credit balance?
A: Log in to Cameo on the web or iOS app and visit your account page to see your current credit balance.
Q: How do I use my Cameo credit?
A: It’s easy! Any available credits will be automatically applied to the next purchase of a Cameo video, DM, or Sticker (not Cameo merch) you make while logged into your Site account and deducted from the total amount due. For example, if you have US$5 in credit and purchase a US$40 Cameo video, the US$5 in credit will be applied first and your payment card will be charged the remaining amount -- US$35.
Q: Can Cameo credit be used with promo codes or promotions?
A: Credit cannot be used with promo codes and, at Cameo’s discretion, may not be used in connection with some promotions. Check the promotion terms for details. If you have a credit balance in your Site account, you must apply it first until it is fully redeemed; after you have used the entire credit and your credit balance is US$0, if you have a promo code, you can use it on a subsequent purchase.
Promotional Cameo Videos
Q: What is the difference between a Promotional Cameo video and a personal Cameo video?
A: A Promotional Cameo video can be used to promote a company/organization/product on the company’s website and Facebook, Instagram, LinkedIn and Twitter accounts. You can see the terms specific to Promotional Cameo videos here. A personal Cameo video can be used only for personal, non-promotional, and non-commercial use. You can see terms for personal Cameo videos here.
Q: How long can I use my Promotional Cameo video?
A: A Promotional Cameo video can be used for three months from the date it is sent to you. At the end of the three months the rights to the video automatically expire unless otherwise agreed. If you want to extend your license, please reach out to [email protected] before expiration.
Q: Can anyone purchase a Promotional Cameo video?
A: Mostly, yes. Of course, you must have the right to make the purchase on behalf of the business and be able to give permission to use any business names, trademarks, etc. that you want included in the Promotional Cameo video. No big surprise -- Promotional Cameo videos cannot be used to promote a company/organization/product that is the subject of any lawsuit or action, or that is involved in, connected with, or promotes illegal or unlawful activity, violence or hate speech.
Q: What are some examples of how Promotional Cameo videos can’t be used?
A: Promotional Cameos cannot be used anywhere except the website and social media accounts noted above (and below) – not to be displayed on personal webpages, corporate intranets, etc. Promotional Cameo videos cannot be used to promote a company/organization/product that is the subject of any lawsuit or action, or that is involved in, connected with, or promotes illegal or unlawful activity, violence or hate speech. Promotional Cameo videos can’t be used to trash others - so, no disparaging or defaming your competition (or anyone else).
Q: Where can I post my Promotional Cameo video?
A: Promotional Cameo videos can promote your company/organization/product on the company’s own website and the company’s “official” Facebook, Instagram, LinkedIn, TikTok and Twitter social media channels/pages.
Q: Does the watermark have to stay on a Promotional Cameo video?
A: Yes. The Cameo watermark must remain visible on all Promotional Cameo videos and cannot be removed, altered, modified, covered or cropped.
Q: How fast do I get a completed Promotional Cameo video?
A: All talent who have opted into offer Promotional Cameo video pricing have up to seven days to complete a request.
Q: How many characters are available in making a request?
A: All Cameo requests must fit within the 250 character limit.
Q: Can I edit the content in a Promotional Cameo video?
A: All Cameo videos must be posted unedited to ensure information is not taken out of context.
Q: Which talent accept Promotional Cameo video requests?
Q: What happens if I am unhappy with my completed Promotional Cameo video?
A: A Promotional Cameo video may not be returned or exchanged and no refunds will be issued.
Q: Can I send the talent my product before they promote it?
A: Products cannot be sent from customer to talent for safety purposes. You are responsible for any information that you provide to talent – make sure everything is factually correct and not misleading, is not disparaging or defamatory, and will allow talent to offer their own true opinion.