Matterport Customer Service — Expert Guide for Users and Administrators

Overview: what Matterport customer service covers

Matterport customer service supports three broad areas: hardware (Matterport Pro2/Pro3 and partner 360 cameras), cloud processing and hosting (Matterport Cloud, Spaces, scans processing), and developer/API issues (SDK, webhooks, integrations). Support intent is to resolve capture and processing failures, help with account and billing questions, and provide technical guidance for integrations. For most users the Support Center at support.matterport.com is the primary entry point for documentation, known issues, and ticket submission.

As a practical note, Matterport’s support structure differentiates between self-service resources and assisted support: the knowledge base includes step-by-step articles (captures, cloud processing errors, model editing), the Community Forum hosts user-to-user solutions, and formal tickets are used for remote troubleshooting or escalations. Foundational company info: Matterport was founded in 2011; the corporate site is https://matterport.com and the public support portal is https://support.matterport.com.

How to contact Matterport support — channels and required details

Primary channels are: (1) Submit a ticket via the Support Center (recommended for technical issues and account problems), (2) Use the Community Forum for peer help and troubleshooting threads, and (3) Contact your assigned account manager if you are an enterprise customer. For developer/API questions, consult developers.matterport.com for API docs and SDK references before opening a ticket that requires logs. Sales inquiries should use matterport.com/contact or the “Contact Sales” form.

When opening a support ticket, include exact data up-front to reduce back-and-forth. A well-formed initial ticket typically cuts resolution time in half by providing logs and reproduction steps.

• Essential fields to include in a ticket: Space URL and Space ID (example: https://my.matterport.com/show/?m=XXXXXXXXXXX), camera model and serial number (e.g., Pro3 SN: MP-123456), app version and OS (Matterport Capture vX.Y on iOS 15.6), date/time of capture, precise error message or behavior, network environment (Wi‑Fi SSID type, firewall/NAT), and screenshots or video of the error. If the issue involves the SDK, include request/response logs and the API key name.
• If it’s a billing or account problem, include the account email, company name, billing contact, invoice number, and date. For SLA or escalation, reference the ticket number and the business impact (e.g., “Severity 1: production hosting outage affecting >50 client tours”).

Typical SLAs, response expectations, and escalation path

Matterport does not publish a single public SLA for all accounts; response times depend on plan and whether you are on an enterprise contract. In practice, standard support tickets typically receive a first response within 24–72 hours, priority tickets within 4–12 hours, and enterprise escalations within 1–2 hours. If you need guaranteed response windows, request an Enterprise Support Agreement that defines Priority levels, Mean Time to Response (MTTR), and on-call contacts.

Escalation best practice: after opening a ticket, note the ticket ID and expected business impact. If you do not receive a timely response, escalate to the named account manager (for enterprise customers) or reply to the original ticket requesting an “Urgent” reclassification and attach additional evidence (error logs, capture .JSON files). For legal, compliance, or data-residency issues, request escalation to the Trust & Safety or Security team and reference any regulatory deadlines (e.g., GDPR data export within 30 days).

Troubleshooting common issues before contacting support

Many common problems resolve without a ticket if you follow a short checklist: restart the Capture app, re‑boot the camera, confirm firmware and app versions match the documented supported releases, and verify the scene processes in the cloud (check processing queue in your Spaces dashboard). For upload or processing failures, inspect the camera’s Wi‑Fi bandwidth and try the “Export” or “Manual upload” workflows described in the KB article for interrupted uploads.

Collecting the right diagnostics makes support interactions far more efficient. Export the diagnostic package when possible (log files, .JSON capture metadata, link to the raw images or model) and attach it to your ticket. If you can reproduce the issue reliably, provide step-by-step reproduction steps and sample files; that often allows support to return a fix or workaround within one response cycle.

• Simple pre-ticket checklist: update Capture app and camera firmware, confirm account permissions and subscription limits (monthly active spaces), try the same capture on a different network, and attempt a manual reprocess from the Spaces dashboard. Note any error codes (e.g., “Processing failed: ERR-2003”) and include them in the ticket.

Enterprise & partner support: contracts, SLAs, and costs

Enterprise customers receive a different level of service: named technical account managers (TAMs), onboarding assistance, prioritized ticket routing, and options for custom SLAs. These contracts are negotiated—pricing varies according to number of seats, monthly active spaces, and required SLA—so expect custom quotes rather than public list pricing. If you require 24/7 operational support, ask for details on on-call coverage, escalation matrices, and guaranteed MTTR in the Service Order.

For systems integrators and channel partners, Matterport offers partner programs that include partner-facing resources, co-marketing opportunities, and technical training. To negotiate enterprise terms, prepare a vendor requirements document that lists desired response times, uptime requirements, data residency requests, and integration support for the SDK. Legal and procurement should review terms for data processing addendums (DPAs) and ensure compliance frameworks (e.g., SOC 2 reports) meet your security checklist.

Best practices for effective support interactions

Be precise and repeatable: craft a short subject line (e.g., “Pro3 capture fails at 48% — Space ID m=XXXXXXXX”); include a bullet list of attempted fixes and timestamps; attach logs and screenshots. Keep tickets focused on a single issue—if you have unrelated issues, open separate tickets to avoid delaying triage.

For teams, maintain an internal incident template that mirrors the fields recommended above so every submission is complete. Track ticket IDs in your project management tool, note SLAs, and escalate through your TAM or sales contact when timelines jeopardize client deliverables. Proper preparation shortens resolution cycles and preserves continuity when handoffs occur between support engineers.

How much is Matterport per month?

Matterport Subscription–Professional / Professional Plus Starting at $69 per month. Matterport Pro comes with 25 Active Space for 5 users. Works with Matterport for Mobile, Capture Services and all supported cameras. Matterport Pro Plus Comes with 50 Active Models for 10 users.

How do I contact Matterport customer service?

Report any issues by emailing us at [email protected].

How to connect Matterport to phone?

Process. So while you can go into settings under Wi-Fi find the camera’s Wi-Fi and connect that way i can also just go into the app. Itself. Press new job. Go ahead and name this. Test.

Is Matterport being bought out?

CoStar Group Completes Acquisition of Matterport, Ushering in a New Era of 3D Digital Twins and AI-Powered Real Estate Innovation.

Who is Matterport owned by?

Matterport LLC is an American 3D spatial mapping company headquartered in Sunnyvale, California. It is a subsidiary of CoStar Group.

Does Zillow allow Matterport?

If you’re looking to showcase your Matterport 3D tours on Zillow, you’re in luck! Zillow partnered with Matterport to allow real estate agents and homeowners to easily add their 3D tours to their property listings. This means that potential buyers can now explore properties in stunning 3D right from the Zillow listing.