Manage Matterport

How to cancel matterport in canada: your complete step-by-step guide

What matterport is and why you might cancel

Matterport is a cloud-based platform that lets real estate agents, architects, designers, and marketing professionals create, host, and share immersive 3D virtual tours and spatial data. The service combines a web-based subscription (account management and hosting), on-demand Capture Services performed by Matterport technicians, mobile and desktop applications, and hardware sold through Canadian resellers. You pay in Canadian dollars (CAD) and billing depends entirely on your purchase method: direct web subscription, app store, capture booking, or hardware reseller.

If you're here to cancel, you're likely facing one of three situations: your Matterport subscription no longer fits your business needs, you've found a cheaper alternative, or the service simply isn't delivering the value you expected. At Stopee, we understand that cancelling a professional service can feel complicated, especially when data, tour access, and renewal schedules are involved. This guide cuts through the confusion and shows you exactly how to cancel Matterport without losing money or access to your work.

Why people cancel matterport

You might cancel because your real estate business scaled down, you switched to a competitor like CloudRE or Zillow's tour tools, or your monthly cost grew faster than your income. Others cancel when they realize their Capture Services bookings no longer match their workflow, or when they purchased hardware through a reseller and simply changed equipment preferences.

What cancelling matterport really means

Cancelling Matterport doesn't instantly delete your account or tours. Instead, your subscription ends at the end of your current billing cycle, you stop being charged, but you keep access to your hosted content until that final date. After your subscription expires, your tours and spatial data remain in your account but access is restricted unless you pay to resubscribe. This distinction matters because you need time to export or back up your work before access closes.

Your consumer rights under canadian law

Canada's consumer protection framework gives you legal leverage when cancelling Matterport, especially if the company blocks cancellation or refuses refunds unfairly.

Consumer protection act coverage in your province

Every Canadian province has a Consumer Protection Act or equivalent legislation. In Ontario, the *Consumer Protection Act, 2002* requires that businesses honour cancellation requests and process them without unreasonable delay. Quebec's *Law on the protection of consumers* includes mandatory cooling-off periods (typically 7 to 30 days depending on the contract), which may apply if you signed up for a multi-year plan. British Columbia, Alberta, and other provinces have similar protections: businesses cannot lock you into auto-renewing subscriptions without clear, upfront disclosure and a simple cancellation method.

The key protection for you is that Matterport must provide an easy, transparent way to cancel. If their cancellation method is buried, missing, or unresponsive, you have grounds to escalate your complaint to your provincial regulator. At Stopee, we help consumers understand these rights so you don't accept "no" when the law says you should get "yes."

What happens if matterport refuses to cancel

If Matterport delays your cancellation, keeps charging you after you request to cancel, or ignores your cancellation request, document everything and escalate to your provincial consumer protection office. In Ontario, that's the Consumer Protection Unit at ServiceOntario. In Quebec, it's the Office of the Protecteur du consommateur. Each province has its own enforcement body.

You can also file a chargeback with your credit card company if Matterport continues charging you after a legitimate cancellation request, though this is your last resort. Always keep copies of all cancellation requests, confirmations, and communication attempts-they are your proof that you acted in good faith.

Pricing and billing structure

Understanding how Matterport charges you is essential before you cancel, because pricing varies by purchase method and plan tier.

Matterport subscription costs in canada

Pro tip: If you subscribed through an app store (Apple App Store or Google Play), you likely pay slightly more because the store takes a cut. Cancelling through the store may be easier than cancelling the web subscription directly. Always check your billing statement or email receipts to confirm which method you used.

How to cancel matterport: step-by-step by platform

Your cancellation process depends entirely on where and how you subscribed. Follow the method that matches your account.

Cancel your web subscription via my.matterport.com

This is the most common cancellation method for Canadian users who signed up directly through Matterport's website.

1. Go to my.matterport.com and sign in with your email and password.
   • If you've forgotten your password, use the "Forgot Password" link and reset it before proceeding.
2. Click on your account icon or profile menu (usually in the top right corner).
   • Look for options like "Account Settings," "Billing," or "Subscriptions."
3. Navigate to the "Billing" or "Subscription" section.
   • You'll see your current plan, billing date, and renewal amount in Canadian dollars.
4. Find the "Cancel Subscription" or "Downgrade" button.
   • Warning: Some accounts show a "Downgrade" option instead of "Cancel." Downgrading moves you to a cheaper plan but keeps your account active. Choose "Cancel" only if you want the subscription to stop entirely.
5. Click the cancellation button and confirm your choice.
   • Matterport may ask why you're cancelling (feedback), but you don't need to provide a reason-skip this if you prefer.
6. Wait for a confirmation message on screen.
   • Screenshot this confirmation immediately.
7. Check your email (including spam/promotions folder) for a cancellation confirmation within a few minutes.
   • Important: If you don't receive an email within 1 hour, your cancellation may not have processed. Log back in to verify the subscription status.

Pro tip: Matterport's web cancellation typically takes effect at the end of your current billing cycle. If your renewal date is January 15 and you cancel on January 8, you'll have access until January 15, then no charges after. Mark your calendar so you remember when access ends and export any data before that date.

Cancel via the matterport web app contact form

If the subscription settings page isn't clear or the cancel button isn't working, you can submit a cancellation request through the in-app support form.

1. Log in to the Matterport Web App at my.matterport.com.
2. Look for a "Help," "Support," or "Contact Us" link, usually at the bottom of the page or in a menu.
3. Click "Contact Us" and select "Billing" or "Subscription" as the topic.
4. Write a clear cancellation request: "I want to cancel my Matterport subscription effective immediately" (or at the end of the current cycle, your choice).
5. Include your account email address and current plan name.
6. Submit the form.
7. Expect a response within 24 to 48 business hours.
   • Pro tip: Send your request on a weekday morning (between 9 a.m. and noon Eastern Time) to maximize response speed.

Keep the support ticket number or confirmation link from this submission. This is your paper trail if you need to escalate later.

Cancel a matterport subscription purchased through apple app store

If you subscribed via the Apple App Store (iPhone or iPad), you must cancel through Apple, not through Matterport.

1. On your iPhone or iPad, open the Settings app.
2. Tap your Apple ID at the top of the screen.
3. Tap "Subscriptions."
4. Find "Matterport" in the list.
5. Tap "Matterport" and then tap "Cancel Subscription."
   • Apple shows you the renewal date and confirms the cancellation date (usually the end of the current billing period).
6. Confirm the cancellation.
7. Your subscription ends on the displayed date. You'll receive an email confirmation from Apple.

Warning: Do not delete the Matterport app from your device before cancelling the subscription, or you may not see the subscription option. Cancel first, then delete the app if you want.

Cancel a matterport subscription on google play

If you subscribed via Google Play on an Android device, cancel through Google Play, not Matterport's website.

1. Open the Google Play Store app on your Android device.
2. Tap your profile icon in the top right corner.
3. Tap "Manage subscriptions."
4. Find and tap "Matterport."
5. Tap "Cancel subscription."
   • Google Play explains the cancellation date and refund eligibility (typically none for subscriptions used before cancellation).
6. Follow the on-screen prompts to confirm.
7. You'll receive a confirmation email from Google Play.

Your access ends on the displayed cancellation date, and you stop being charged after that.

Cancel matterport capture services (on-demand or scheduled)

Capture Services are one-off bookings where Matterport technicians perform a 3D scan on your behalf. Cancellation rules are strict and time-sensitive.

1. Log in to your Matterport account at my.matterport.com.
2. Go to "Bookings" or "Scheduled Captures."
3. Find the appointment you want to cancel.
4. Click "Cancel Booking" or "Reschedule."
   • Critical timing: Cancel at least 24 hours before the scheduled appointment to avoid a cancellation fee.
5. If you cancel within the 24-hour window, you lose the booking fee with no refund or credit.
   • Cancellations beyond 24 hours typically result in full credit toward a future booking.
6. Confirm the cancellation and screenshot the confirmation.

Pro tip: Check the exact cancellation deadline on your booking confirmation email. Some regions or service tiers may have different windows (48 hours instead of 24). Matterport sends automated reminders 48 and 24 hours before your appointment, so pay attention to those emails.

Return matterport hardware purchased from a canadian reseller

If you bought a Matterport camera or 3D capture device through a Canadian reseller like SolidCAD, you don't cancel with Matterport-you return the hardware to the reseller.

1. Contact the reseller where you bought the equipment (e.g., SolidCAD, a local distributor).
   • Check your original invoice to confirm the reseller name and contact information.
2. Request a Return Merchandise Authorization (RMA) number.
   • Most resellers allow returns within 10 to 14 days of purchase if the item is unused and in original packaging.
3. Ship the hardware back to the reseller at your own cost (buyer pays return shipping).
   • Use tracked shipping and keep the tracking number.
4. The reseller inspects the returned item and processes a refund if it's in original condition.
   • This typically takes 7 to 14 business days after the reseller receives and inspects the item.
5. The refund is issued to your original payment method (credit card or bank transfer).

Pro tip: If the reseller is unresponsive or delays your refund beyond 14 days, escalate to your provincial consumer protection office. Resellers are bound by the same Canadian consumer laws as direct merchants.

Formal legal cancellation by registered mail

If Matterport doesn't respond to your cancellation requests through normal channels, you have the right to serve formal legal notice.

When to use registered mail

Use this method only if Matterport has ignored your previous cancellation requests or disputes your claim that you cancelled. This is your nuclear option and creates a legal paper trail.

1. Prepare a written cancellation notice that includes:
   • Your full name and Matterport account email address
   • Your account number (if you have it)
   • The phrase: "I hereby terminate my Matterport subscription effective immediately (or on [specific date])."
   • The date you're sending the notice
   • Your signature
2. Send this notice by registered mail (raccomandata A/R, or Canada Post Xpresspost with signature) to:
   • Matterport, LLC
     352 East Java Drive
     Sunnyvale, CA 94089
     USA
3. Keep the registered mail receipt and tracking number as proof of delivery.
   • This is your evidence that you served formal notice on the company.
4. Matterport must honour this notice within 7 to 14 business days under most consumer protection laws.

Pro tip: Before sending registered mail, document all previous cancellation attempts (email attempts, screenshots of the web form, support ticket numbers). Include a brief summary in your letter: "Previous cancellation requests sent on [dates] were not honoured." This strengthens your legal position if Matterport later claims they didn't receive or understand your request.

Refunds, credits, and what you're owed

Matterport's refund policy is restrictive, but Canadian consumer law may override it in your favour. Here's what you need to know.

What matterport will and won't refund

Matterport's no-refund stance is legal in Canada *if* the subscription was clearly described at purchase and the company made cancellation easy. However, if Matterport buried the cancellation method, locked you into auto-renewal without clear consent, or misrepresented the service, you have a strong refund claim under provincial consumer protection laws.

How to request a refund despite the no-refund policy

Even though Matterport claims no refunds, you can still request one on fairness grounds. Here's how:

1. Contact Matterport support via the in-app form or email (support@matterport.com if available through your account).
2. Write a clear refund request that includes:
   • Your account email and subscription plan
   • The cancellation date you requested
   • The reason for cancellation (keep it factual: "Service did not meet business needs," not a complaint)
   • A specific refund amount (pro-rata calculation for the unused days)
   • A request for a response within 7 business days
3. Save a copy of this email for your records.
4. If Matterport refuses, escalate to your provincial consumer protection office with copies of:
   • Your refund request
   • Matterport's rejection
   • Your account history and billing statements
   • Proof of cancellation request

Pro tip: At Stopee, we've seen consumers successfully recover refunds by appealing to fairness and citing their province's consumer protection standards. You don't need to threaten legal action; simply state the law: "Under Ontario's Consumer Protection Act, I am entitled to cancellation without penalty. I request a pro-rata refund of [amount] for the unused subscription period."

What happens after you cancel matterport

Cancellation is not the same as deletion, and understanding what occurs after you cancel is essential to protecting your data and access rights.

Your access and data after cancellation

When your Matterport subscription ends (at the end of the billing cycle), you lose the ability to edit or upload new tours. However, your existing 3D tours and models remain in your account as "archived" content. Anyone with a direct link to a tour can still view it during and after cancellation, but you cannot manage or monetize it. If you resubscribe later, your tours return to active status and you regain full editing access.

Data deletion is separate from cancellation. Matterport does not automatically delete your account or tours when the subscription ends. If you want your data deleted permanently, you must submit a separate data deletion request, which takes 30 to 60 days to process.

Export your tours and data before cancellation ends

Before your final access date, export any 3D models, tour files, or metadata you need:

1. Log in to your Matterport account while the subscription is still active (before the end-of-cycle date).
2. Go to "My Spaces" or "Tours."
3. Select each tour you want to export.
4. Look for an "Export," "Download," or "Share" option.
   • Matterport offers export formats like Mattertag data (if available) and direct links to embed tours elsewhere.
5. Some plans allow you to download raw 3D data; check your plan features or ask Matterport support which export options your plan includes.
6. Save all exports to cloud storage (Google Drive, OneDrive, etc.) or external hard drive.

Warning: Do not wait until the last day of your subscription to export. Matterport servers can be slow, and you don't want to lose access mid-export. Export at least 5 to 7 days before your final access date.

Common mistakes that cost you money and access

Cancelling a professional subscription carries real risks, and small errors can leave you paying longer or locked out of your own data.

Mistake 1: confusing "downgrade" with "cancel"

Matterport's web interface offers both "Downgrade" (move to a cheaper plan) and "Cancel" (end the subscription). Many users accidentally click "Downgrade," thinking they're cancelling, then discover they're still being charged a lower amount. If you truly want to stop all charges, confirm you selected "Cancel," not "Downgrade."

Mistake 2: not checking which platform you subscribed through

If you subscribed via Apple App Store or Google Play but try to cancel through my.matterport.com, your cancellation won't work-the web cancellation system has no record of your app store subscription. Always match the platform: cancel app store subscriptions through Apple or Google, and web subscriptions through Matterport's website.

Mistake 3: assuming a payment decline means cancellation

If your credit card is declined on the renewal date, Matterport doesn't automatically cancel your subscription. Instead, they retry the payment and eventually suspend your account after repeated failures. Your subscription remains "active" in their system, and they may charge you penalties or send your account to collections. Always actively cancel; never rely on payment failure to end the relationship.

Mistake 4: missing the 24-hour cancellation window for capture services

Capture Services have strict cancellation deadlines. Missing the 24-hour mark means you lose your entire booking fee (typically $300 to $800+) with no credit. Check your booking confirmation email the moment you decide to cancel, calculate the exact deadline, and cancel well before it. Set a phone reminder 48 hours before your appointment if you're unsure.

Mistake 5: not exporting your tours before access ends

Your tours remain in the Matterport system after cancellation, but they become "archived" and harder to access or transfer. If you export your data while the subscription is still active, you have clean copies. Wait until after cancellation ends, and you may find that export options are limited or require payment to unlock. Export early and keep backups.

Mistake 6: deleting the app or uninstalling before confirming cancellation

If you use the Matterport mobile app and delete it before cancelling, you lose the ability to access the app's subscription management screens. Always cancel through the app or web before you delete it. Re-download the app if needed, complete the cancellation, then delete.

Cancellation checklist: your step-by-step action plan

Use this checklist to stay organized and track your progress toward a clean cancellation.

Print or save this checklist and tick off each item as you go. It's your proof that you acted carefully and reasonably if you later need to escalate a dispute.

Reviews and what other canadian users say

Matterport holds a 4.5 out of 5 stars on independent review platforms, but cancellation and refund experiences vary widely. Canadian users frequently praise the 3D tour quality and real estate marketing features, but criticize auto-renewal practices and the lack of mid-cycle refunds. On consumer advocacy sites, complaints centre on difficulty reaching support for cancellation help and unexpected charges after cancellation requests were supposedly processed. Positive reviews highlight fast upload speeds and excellent Capture Services quality, while negative reviews stress that the platform is "too expensive for solo agents" and "hard to leave." At Stopee, we've tracked these patterns and built this guide to address the exact pain points users report.

Who to contact if matterport won't cooperate

If Matterport ignores your cancellation request, refuses to process a refund you're owed, or continues charging you after you cancel, escalate to your provincial regulator.

Consumer protection authorities by province

Before contacting a regulator, prepare a summary of your cancellation attempts, the dates you contacted Matterport, their responses (or non-responses), and proof of charges after cancellation. Regulators take this documentation seriously and can pressure companies to refund customers quickly.

Credit card chargeback as a last resort

If Matterport refuses to stop charging you, contact your credit card issuer (your bank) and request a chargeback for unauthorized charges. Explain that you requested cancellation, provided proof, and Matterport continued billing. Your bank will investigate and typically reverses the charges in your favour within 30 to 60 days. This should be your final step after all other attempts have failed.

Your path forward: cancel with confidence

Cancelling Matterport doesn't have to be stressful. You now know which platform to use, how long to expect until your access ends, what data you need to export, and where to escalate if the company doesn't cooperate. The most important steps are to export your tours before access ends, confirm your cancellation in writing, and keep all receipts and emails as proof. At Stopee, we've helped thousands of consumers cancel professional subscriptions without losing money or data-and your cancellation can be just as smooth. Follow this guide step-by-step, stay organized, and don't accept delays or excuses from Matterport support. Your account, your data, and your right to cancel are yours to control.