Learn how to report a problem with your Veo Cam hardware, such as physical damage or a part that isn't working. You'll start the request in the Help Center, select your camera in your Veo account, and send the form with your Support ID and Camera ID already filled in.
Before you start, make sure you have:
- Access to your Veo account
- The camera registered to your Clubhouse. If it isn't, see how to register your Veo Cam 2 or Veo Cam 3 to your Clubhouse
- Your address, in case the camera needs to be sent back to us
- Photos or videos of the issue, if you can take them
Start the request
- Click Submit a request in the top menu of the Help Center, or go to veo.com and click Support > Submit a request
- Under How can we help you?, select Camera, Recordings & Accessories
- Under Do you have an open ticket?, select Yes or No
- In the Camera, Recordings & Accessories field, select Camera Hardware
- Click Go to app.veo.co. Your Veo account opens in a new tab
Note: This flow only applies to Camera Hardware. If you select Accessories and Spare parts or Software (Recordings, Apps & Live Streaming), you fill in the form directly.
Select your camera in your Veo account
- If you're not logged in yet, log in to your Veo account with your email and password
- If you have more than one Clubhouse, select the Clubhouse your camera is registered to, using the dropdown at the top of the left menu
- Click Veo Cams in the left menu
- Find the camera that has the issue
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Click Report issue on that camera
Note: If you see the message Veo Cam data could not be retrieved, there are no cameras registered to the Clubhouse you've selected. Check that you're in the right Clubhouse using the dropdown at the top of the left menu.
Complete and submit the form
After you click Report issue, you're taken back to the request form. Your Support ID and Camera ID are already filled in.
- Check that the Camera ID matches the camera you want to report
- Fill in the remaining fields:
- Your preferred language for support
- Country
- What happened to the camera
- Camera version
- Address, including street, city, state or province, and postal code
- Phone number with country code (optional)
- Describe the issue with as much detail as possible, and attach photos or videos of the camera if you can
- Click Submit
Tip: We ask for your address in case we need to create a return label for your camera. Adding it now saves time if your camera has to be sent back to us.
If your camera isn't registered to your Clubhouse
You can only report a hardware issue from Veo Cams if the camera is registered to your Clubhouse.
- Register your camera by following how to register your Veo Cam 2 or Veo Cam 3 to your Clubhouse
- Once it's registered, go back to Veo Cams and click Report issue on the camera
If you can't register your camera
Submit a request with a different category so our team can help you:
- Click Submit a request in the top menu of the Help Center
- Under How can we help you?, select Activation, Registration and Usability cases
- Enter your email address and complete the rest of the form
- In the description, explain that you can't register your camera and describe the hardware issue
- Click Submit
What happens after you submit a request
Once your request is submitted, a member of our support team will reply by email. For more ways to reach us, see how to contact Veo Support.
Tip: If you don't see our reply in your inbox, check your spam or junk folder, as it can sometimes land there.
FAQs
Click Submit a request, select Camera, Recordings & Accessories, then select Camera Hardware and click Go to app.veo.co. Your Veo account opens in a new tab. Log in if needed, select your Clubhouse, click Veo Cams, and click Report issue on the camera that has the problem. You're then taken back to the form with your Support ID and Camera ID already filled in. Complete the remaining fields and click Submit.
Reporting a hardware issue from Veo Cams links your request to the exact camera. Your Support ID and Camera ID are added automatically, so our team can start looking into your case right away. This only happens for Camera Hardware. For Accessories and Spare parts or Software, you fill in the form directly.
There are no cameras registered to the Clubhouse you've selected. Switch to the Clubhouse your camera is registered to, using the dropdown at the top of the left menu. If your camera isn't registered to any Clubhouse, register it first, then report the issue from Veo Cams. If you can't register it, submit a request and select Activation, Registration and Usability cases.
We need it in case we have to create a return label for your camera.