Matterport Arvostelua 

Very Misleading and Frustrating Experience

We had 8 Matterport tours completed through our realtor and hosted by the original photographer. For about two years they worked fine, and we used them heavily for marketing on our website. Then, without warning, all of our Matterports went offline.

After investigating, we learned we needed our own Matterport account to host them. We paid the photographer his fee, plus $15 per slot, to transfer the tours into our account—on top of the entry-level subscription (which only allows 5 active tours). We archived 3 tours, planning to upgrade later.

A few weeks later, we realized we needed those 3 archived tours active. As instructed by Matterport, we upgraded to the 10-tour plan. However, when we went to reactivate the tours, we discovered we could only activate 2 that month without an extra $9.99 fee for the third. Matterport told us there’s a limit of 2 free reactivations per month—but this was never disclosed in their marketing or in the upgrade process.

When we called support, the response was essentially: “Sorry, that’s our policy. You should have read the fine print online.” No acknowledgement of how misleading their communication had been.

In our experience, Matterport’s marketing is not transparent, and their system is designed to nickel-and-dime clients. Once you’re invested, you’re stuck. We’ll probably have to keep these tours live since they represent two years of work, but we will absolutely look into other options for future 3D walkthroughs.

Advice to others: Be very cautious before committing to Matterport.

They said that if I paid extra for the 48-hour floor plan service, it would be completed within 24 hours, but it’s been two days and I still haven’t received it. Even after contacting customer service, no one has responded.

We’ve been using Matterport for over 4-5 years without issues — until a recent project (which included Matterport Capture and CAD services).

The MP Capture service and CAD files delivered were wildly inaccurate compared to actual field-verified measurements:
• Over 1,000 sq. ft. discrepancy from actual measurements.
• Column sizes/locations nowhere near correct.
• Doors and columns missing or misplaced entirely.

We suspect non-professional equipment used, however have been "told" Matterport Pro 2 equipment was used.
Again, we have performed our own Capture Scans using Matterport Pro 2 for the past 4-5 years with FAR greater accuracy so do not understand how this smaller facility is less accurate using Matterport's Professional Capture Service over our own inexperience.
The product provided by the Matterport Capture and CAD services is unacceptable for the price and standards advertised (let's not discuss the non-existent customer service to rectify these concerns in a fair and timely manner).

Despite providing clear documented proof of the errors (including side-by-side comparisons), Matterport has denied responsibility and has yet to refund ANY of the $4,838.98 we were charged for Capture Services and CAD files — not counting our extra travel costs and delays this caused.

We used to recommend Matterport widely. Unfortunately, this experience has damaged our trust and cost us time, money, and credibility.

Advice to others: Verify in advance what equipment will be used (with proof) and be aware that serious accuracy issues may occur — with no support if they do.

Date of Experience: 3/24/2025 - ongoing......

I feel obligated to publicly share my disappointing experience with Matterport, which has revealed a shocking lack of accountability and customer service.

In early May, I reported a technical issue with one of my scans. I received no proper support or acknowledgement for over two months. Due to this unacceptable delay, I requested a refund, assuming that Matterport would do the right thing.

Instead, on July 24th and 29th, Matterport charged me for May and June, after my refund request. And just a few days ago, I finally received a vague and delayed excuse from technical support saying:

“Unfortunately, it looks like the technician did not keep the tripod level while scanning this site. As a result, many of the scans are tilted and misaligned.”

This issue is 100% Matterport’s fault, not mine.

Now, despite the unresolved problem and refund request, I received a payment alert for July—yet another charge for a service that was never delivered properly.

Let me be clear:

I was ignored for two months.

I was charged without consent after filing a refund request.

The issue turned out to be their technician’s mistake, not mine.

I have asked Matterport to either refund the full amount or compensate for the lost time and charges. If this is not resolved immediately, I will continue to escalate this issue publicly and file formal business complaints with relevant authorities and consumer protection boards.

This is not just about money—it’s about how a tech company treats its paying customers.

Disappointed and frustrated,
Waleed A.

Matterport used to be a company I trusted. After 3 years with them, I was blindsided when their system tried to charge my business card over 200 times in just 3 days, totaling more than $80,000 USD in attempted transactions.

These charges were for only one invoice, and I received an email every 5 minutes from my payment processor alerting me of their repeated attempts. It completely flooded my inbox, disrupted my business, and forced me to lock my card, order a replacement, and lose access to my funds—during my busiest season.

Their response? Blame my bank. No accountability, no explanation, and they refused to waive the invoice or offer even a token discount for the massive disruption they caused.

And this isn’t the only issue—their AI-generated floor plans are constantly inaccurate (missing counters, extra sinks, ignored labeling), and their support has become robotic and dismissive. Matterport no longer cares about its users or their clients. I’ve made the move to iGUIDE and will never use Matterport again.

If you’re a photographer or business owner thinking of using them, please don’t. You’re gambling with your finances, your time, and your reputation.

Product is good but they don't make you aware that the camera doesn't work with the starter plan so factor in the £550 for the professional plan. After charging £6000+ for the kit you would expect to be able to use it.

Das war mit Abstand der schlechteste Kundenservice, den ich jemals erlebt habe!

Ich habe das Produkt direkt bei Matterport bestellt und nach dem auspacken funktionierte es erst gar nicht. Heißt, es ließ sich gar nicht einschalten.

Nach zwei telefonischen Kundenservicekontakten - wobei der deutschsprachige Kundenservice nie erreichbar ist und sich auch nicht zurückmeldet - und mit Sicherheit mindestens zehn Mails, habe ich zwar das Produkt zurückgesendet aber noch keine weitere Auskunft. Da ich das Produkt in der Zwischenzeit benötigt habe, habe ich es mir noch einmal in einem anderen Onlineshop bestellt. Und siehe da, es funktioniert einwandfrei.

Bis heute habe ich weder eine Rückmeldung, dass das Gerät wieder bei Matterport eingetroffen ist, noch das Geld zurückerhalten.

Die Mitarbeiterinnen der Hotline waren definitiv überfordert und wussten auch nicht, wie man mit so einem Fall umgeht. Unglaublich. Ich sollte ein Video einschicken, indem ich zeige, dass das Gerät sich nicht einschalten lässt... so etwas im Jahr 2025 ist einfach kein guter Kundenservice.

Plusieurs fois sur de gros scanners, étage entiers superposés sans moyen d'améliorer la situation en reclaculant. Support robotisé? Attention aucun SAV. Il faut le savoir.
Si une erreur de nuage de point provient du calcul, vous ne sere pas remboursés.
Gadjet intéressant si il y avait des umains derrière tout est géré par un algorythme qui sera très aimable mais ne pourra rien pour sollutionner vos problèmes. Nous nous rapprochons de l'idiocratie.

J'aurais aimé pouvoir en dire dui bien. Disons que des fois ça fonctionne

There is no reliability of the scans they provide if anything goes wrong there is no way to correct it making this an unpredictable service for clients that we as service providers cant actually rely on or promise our clients any resolutions for simple realignments as the support team is not responding and with in 20 days I managed to get some resolution but my clients cant wait for 20 day to get the final work and that is only 20 days because I was chasing this 6 times

Really really bad at handling anythig more complex than a single room. Alignment is consistently off and very often overlapping. Edit options are poor. been evaluating for over a month. Will not purchase.

I was unexpectedly charged several hundred pounds by Matterport without any prior notice. When I raised the issue with their support team, they acknowledged it and issued a partial refund, but I was still left significantly out of pocket. I repeatedly requested a clear breakdown of the charges, but despite multiple follow-ups, this was never provided.

Worse still, after initially responding, they stopped communicating entirely. I’ve sent four emails over the past month with no reply whatsoever. To this day, I have no explanation for the charges, and my attempts to resolve the matter have been completely ignored.

As a business owner who was planning to use Matterport regularly, this experience has been incredibly disappointing. The lack of transparency and unresponsiveness is unacceptable. Unfortunately, I can no longer trust or recommend their service.

Really disappointed with the Matterport Axis - have had it for two days now i find the product to be a little ‘meh’ and the customer service to me non existent. I use the latest iPhone 16 pro max and the video quality is poor using matterport. When I called helpline to try and figure it out I was told I need to update my firmware - but no matter how much I explained that I cant as the axis wont connect to my WiFi / show in my WiFi settings as everything is just greyed out - the person I spoke with just kept telling me I had to update firmware - I know but cant - we then carried on conversation over email and I sent screenshots and unsurprisingly no reply - oh and don’t get me started on the crappy remote that doesn’t stay connected
All in all a cheap product that is getting cheap customer service - 2 days in and Im not sure I’ll even bother using it - waste of £100 if you ask me

Added 3/4
In response to your reply
That really doesn’t help or answer the points raised - I now have a replacement remote that doesn’t work - and can not open the unit to change the battery (not that I would expect to change a battery on something brand new)
Note to anyone thinking Axis - don’t bother

Our Matterport Pro2 developed a fault, which severely impacted our work. I was forced to lease a Pro2 at £100/week to continue operations. Despite confirming it was a manufacturer’s fault, Matterport still charged me for a replacement at a reduced fee.

When shipping the replacement, Matterport provided UPS with an incomplete address, confirmed in writing by UPS, resulting in a failed delivery. Despite clear evidence, Matterport refused to reimburse costs or offer a goodwill gesture. Extremely poor handling from a company of this size.

Used to have great service but has gone downhill.

Constantly has quality control issues with their paid services like floorplans

Customer service is useless and after they lost me a $3000 contract due to their quality control they offered me a $60 credit and said they couldn’t do anymore. I’ve had to spent 8 hours a week the last few months dealing with their issues which we literally pay for them to provide the service

Keep in mind I pay $5000 a year for matterport and their services and own over $10000 of their equipment (3 matterport pro2 cameras) and they basically spit in my face.

Would not recommend vs the alternatives out there simply due to their new customer service approach

Software isn't great and has a hard time understanding garages so if you need that, good luck getting it to work. Maybe it's bc I was using a 360 camera and it works better with only their 360 device, not sure on that. Also, remember to cancel right away if you need to bc if you are even a day late they'll keep your money for the entire month. P.S. you can find it in settings under billing.

Appalling service - keep getting shunted to a call centre in the Far East. Quality of models have been going steadily downhill - presumably trying AI in the hope it will be cheaper for them. I am beyond exasperated and angry at the time wasted trying to get hold of someone who can understand and speak English and more importantly really knows the product. I have been a customer of theirs for 7 years - now looking at alternatives. Does anybody have suggestions ? Thank you in advance.

They provide zero support , can’t answer a phone call and will renew your subscription without your authorization even though you haven’t used their service in months. There are much better providers. These people are the worst
Yours truly.
William Holland

Bozeman , MT

Rien ne va chez matterport.
leur politique d'adhésion et leur politique business plan ne sont que des politiques pour vous faire payer plus et plus et plus d'argent.
Ils vous vendent le matériel à un prix exorbitant. Vous travaillez avec vos propres moyens. Vous payez leur abonnement à un prix de fou et finalement, ils gardent votre travail. Autrement dit, si vous voulez avoir accès aux liens vous devez payer.
Fuyez c'est clairement du vol.

Matterport has always done business at the expense of their clients. Do your research, there are better options out there and this company will take your money, give subpar service, and cannibalize your business.

Difficulty with alignment previously. Re-alignment is difficult and doesn't always work. Online support tickets get no response. Called this morning and found out that THERE IS NO SUPPORT FOR SMARTPHONE SCANS. They will only support users who purchase their $2,000 camera! There are other options, try them.