Matterport Reviews 90

We’ve got a massive influx of buyers relocating to Charleston right now, and having these 3D tours keeps my pipeline moving even when clients can't fly in for physical showings. The monthly SaaS hosting fees for active models add up quickly, and the processing time for larger luxury properties can occasionally take a full day. But the return on investment is undeniable. It cuts my back-and-forth time with out-of-state buyers in half, allowing me to focus on prospecting and actually managing escrow. If you handle relocations, it’s a necessary operational cost. Highly recommend.

Overpriced, very poor image quality due heavy processing. (Raw photos saved on my Theta Z1 look so good)
Customer service is absolutely useless. Never get anything solved by them. Still there are tickets open from last month. They just don't care about customers.
Time to switch to another provider

We started using Matterport 3D tours for our Charlotte listings last quarter. Honestly, the virtual walkthroughs immediately weed out the tire-kickers, saving my team dozens of wasted showing hours every week. We've even seen a solid 15% bump in out-of-state acquisitions because buyers feel confident making offers remotely. Essential tool if your agency manages high-volume listings.

Very bad support for a company which pretends to be a leader in this kind of software.
Our environment is already blocked for a month now, having several calls and promises on updates.

Matterport doesn't issue invoicing or receipts, you need to request them.

I don't have a running membership with Matterport, I subscribe when I need to use their services.

That said, when I don't have an active membership, I don't have access to any billing records. This is not the way to do business. They do not send invoices automatically when services are incurred.

Let the buyer beware if you are considering and comparing services between Matterport and other options.

We finally moved to the Enterprise version of Matterport and it's saving our drafting team a ridiculous amount of time. It used to take days to get accurate site measurements for our NYC projects, but now we just scan the site and send the link out. It's super easy for the investors to actually see what's going on without having to fly in or put on a hard hat.

I've been with Matterport since the beginning.
I originally spoke with them in 2012 and helped them with the app in 2013/2014.
I taught them how to draft the floor plans in 2014 and also cubi.casa how to do the same that year. I've been with Matterport a long time.
Experience has been mixed.
The technology is great, always has been. The constant innovation is a nice thing to see, and new services is always something benificial to offer to our clients.
The customer support side has been mixed. Often help is slow, or non existant unfortunately.
Billing side, this would be the worse however. Only large telecommunication businesses seem to get it worse. Billing support tickets go unanswered, individual emails to financial people are ignored and if anything is resolved, it takes months to year. Not joking here.
My personal experience, I am still waiting a resolution from 6 months ago for simple billing related issues that appear impossible to change on the finance side. A simple change of location.
I'm still being billed and charged incorrectly, especially with tax reasons, which now has caused on going issues, and will be significantly harder to reverse, even though I was ahead of these issues for several months. Matterport billing ignoring this will now mean more work.

OK so my 5 star review is for the full size professional camera and software. That works like a champ and really helps show a homes interior perfectly. A few in our office tried the unit that holds your phone, uses a mobile Matterport app and spins to take a 360 photo. It then blends them just like the full size professional camera but with less then professional results. Do not use the small form factor. The one we bought is already discontinued but they happily refunded my annual charge to store the files. That's solid customer service. We'll be with them for many years to come I'm sure and that kind of service will keep us coming back.

Worst company ever. I had an appointment with capture services and called the previous day to postpone. They sent emails confirming my request and also the technician informed me he can come at a later date. After 5 days, Capture services team went ahead and cancelled my order, forfeited my money and argues that l should have called 24 hrs in advance . Their customer service sucks. They should have informed me when l called them (called them twice) or their technician should have informed. I never signed an agreement nor the rules were disclosed. I will be taking legal action - pretty sure many other customers would be going through similar pains.

They don't care about their customers. No wonder they have 3.1 score it should be less. Please review all the other negative reviews. They will leave you looking really bad with your customers. I have been using my matterport since Feb 2017. Almost 9 years. In November my autopayment had an issue and i was late by 32 days. I paid the money owed and i have $0 balance with them. My account was cancelled with all the 100 active spaces i had. Many of these spaces were in clients websites. I had the classic plan and was paying $65 monthly for 9 Years. The price increased over the years but was ok with the price increase. Now i am not able to reactivate that account but if i want to recover all those spaces i have to select a plan that would run me 296$ a month. That is $2772 more a year which is ridiculous. I started when they were small and obviously they don't care about their loyal clients. Not a trustworthy company. They will leave you looking bad with all your clients. Not happy at all. They will not work with me after talking with Customer service. Look for other companies for better options. They just don't care.

Trustindex Review

I have been a loyal and satisfied customer of Matterport since late 2017. Unfortunately, the past year has been extremely disappointing.

Since 16 November 2025, I have been experiencing the same recurring issue with model uploads, which support consistently refers to as a “bug.” The problem is not isolated — it affects new models repeatedly.

The pattern is always the same:

I upload a model

The issue occurs

I wait 24–48 hours for a support response

I receive a generic troubleshooting page

After following all steps, support responds with:
“This model was also affected by the bug, and it has now been fixed.”

The issue is never permanently resolved. Each new upload requires me to contact support again and wait another 24–48 hours. This is not a once-off problem — it is an ongoing operational failure.

What is most concerning is the disconnect between customer feedback and action. Matterport currently shows a high volume of negative reviews, yet the response remains the same scripted apology:
“We’re sorry to hear you’re experiencing this issue.”

Apologies without resolution are meaningless. As a professional user running a business, reliability, speed, and system stability are critical. A “model-by-model fix” is not a solution.

I am not asking for sympathy — I am asking for:

A permanent fix

Engineering-level accountability

Faster, predictable support response times

Until these issues are properly addressed, I cannot recommend Matterport to professionals who depend on consistent performance.

This company changes pricing and plans without any confirmation or clear notice. Even worse, it’s impossible to remove your payment card from their interface, which means they can charge your card without your consent or prior warning. This feels intentional and extremely unethical. If you value transparency and control over your payments, avoid this greedy company.

I really appreciate the team's responsive and willingness to help us as much as possible. They're always trying to find us solutions and do whatever they can to support us when we need it.

My customer service contact is fantastic; however, anything related to finance or any other technical issue takes too long to be solved, and almost every time we receive an invoice, it is a mistake or error.

The lack of flexibility to provide quotations for E57 files without a fixed amount that I don't need is not convenient, as well as the decision to use the previous contract instead of a new one with specific requirements based on our need under the brief explanation that would be more expensive.

We had a very smooth and professional collaboration purchasing floorplans from Matterport. Communication was clear, delivery was on time, and the quality of the floorplans fully met our expectations. Overall, a reliable partner that we would be happy to work with again.

The Matterport team was great to work with, and we were able to achieve the desired outcomes in a timely fashion.

The team at Matterport is very supportive and knowledgeable about what they do.

Overall, working with Matterport has been a great experience over the past several years. The entire account support team has been exceptional to work with and drive value into our business.

The technology is amazing and the support has been great since we have implemented the camera within the business. Matterport are fast at responding to queries, they are happy to assist and answer any questions we need. They are also very friendly and professional. Thank you!

The team’s support has been outstanding — always quick to respond and flexible in arranging meetings that suit everyone. Dan and Irsyad go the extra mile by checking in regularly, making me feel truly valued as a customer. Exceptional service all around.