Learn how Veo processes payments and charges, when your invoices become available, how to download them from your Clubhouse settings, and the correct steps to contact support for billing inquiries.
Requirements
- You must be a Clubhouse Admin to access the Plan and Billing section
- An active Veo account and an order number or Support ID for support requests
How Veo processes payments and invoices
The payment flow varies depending on whether your order includes hardware or is a subscription-only purchase.
Payments for subscription and equipment (New users)
- Veo creates a temporary reservation on your payment method for the total order amount
- The subscription plan is charged immediately, but no invoice is issued yet
- Once your camera is shipped, the equipment cost is charged and a hardware invoice is issued
- An invoice for the software is issued as soon as you activate your subscription
Payments for software only
- No temporary reservation is created; the subscription plan is charged immediately
- An invoice is issued once the subscription is activated
When is the subscription activated?
- New user: Activation happens when the camera is registered to the Clubhouse
- Existing user resubscribing: Activation happens when you upload your first recording
- Existing user, new Clubhouse: Activation happens when the camera is registered on the new Clubhouse
Note: Payment reservations are temporary holds. The duration of this hold depends on your bank’s policy and usually disappears once charges are finalized
How to download your invoices
Invoices are sent via email once ready, but you can also download them directly from your account.
- Log in to your Veo account at app.veo.co
- Click on Plan and Billing in the left-side panel, then select the Billing tab
- Under Billing history, find and download the available invoices
Important
- If you do not see the Plan & Billing section, contact your Clubhouse admin for access
- If your hardware has not shipped yet, the order confirmation email is the only document available
- Always check your spam or junk folder for invoice emails
How to contact support for payment issues
If you have questions about overcharges, failed payments, or need a new payment link, follow the steps below based on your order type.
For orders containing hardware (Camera, Tripod, etc.)
- Go to support.veo.co
- Click on Submit a request
- In the "How can we help you?" drop-down, select Orders and Shipping cases
- Select Order Status and Changes
- Choose Accessing my order invoice
- Add your Order number found in the confirmation email
- Provide full details of your request, attach any needed screenshots, and click Submit
For subscription-only orders
- Go to support.veo.co
- Click on Submit a request
- In the "How can we help you" drop-down, select Subscription Management & Payment and Billing
- Choose Payment and Billing Questions and select your question
- Fill up all the mandatory fields, including your Support ID (learn how to find your Support ID) and your Order number from the confirmation email
- Provide full details of your request, attach any needed screenshots, and click Submit
Our support team will review your request and reach out as soon as possible.