I have been a loyal customer since late 2017, but the past year has been incredibly frustrating. Since November 16, 2025, I’ve been dealing with the same recurring issue related to model uploads, which the support team consistently labels as a “bug.” This problem affects new models repeatedly. The process follows a frustrating pattern: I upload a model, the issue arises, I wait 24–48 hours for a response, and receive a generic troubleshooting guide. After following the steps, support replies with, “This model was also affected by the bug, and it has now been fixed.” However, the issue is never truly resolved. Each new upload forces me to reach out for support again and wait another 24–48 hours. This is a continuous operational failure. Despite a high volume of negative reviews, the response remains a scripted apology: “We’re sorry to hear you’re facing this issue.” Apologies without solutions are pointless. As a professional, reliability, speed, and system stability are crucial. A “model-by-model fix” is not adequate. I am requesting: a permanent resolution, accountability, and faster support response times. Until these issues are addressed, I cannot recommend the company to professionals who rely on consistent performance.
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Matterport is the leading spatial data company focused on digitizing and indexing the built world. Our all-in-one 3D data platform enables anyone to turn a space into an accurate and immersive digital twin which can be used to design, build, operate, promote, and understand any space. Contact us to learn more: 1-888-993-8990.
