Manage Matterport

How to cancel matterport and reclaim control of your 3D tour subscription

What matterport is and why you might want to cancel

Matterport is a cloud-based software platform that lets you create, host, and share immersive 3D virtual tours of physical spaces. Real estate professionals, architects, construction teams, and hospitality businesses across the Philippines use Matterport to showcase properties and locations with interactive digital twins. The service handles hosting, user management, publishing to Google Street View, and advanced analytics.

You are paying a monthly subscription for active spaces you host on Matterport's servers. Unlike a one-time purchase, your tours remain accessible only while your account remains active and your subscription is current. If cash flow is tight, your business model shifts, or you find a cheaper alternative, cancelling Matterport is a legitimate option. Stopee recognises that subscription creep affects thousands of Filipino businesses, and this guide exists to help you exit cleanly and keep proof of every step.

The true cost of staying subscribed

Matterport's pricing in the Philippines ranges from entry-level Starter plans around ₱550 monthly to Professional tiers at ₱2,750 monthly, climbing to Business plans exceeding ₱13,500 monthly. These figures fluctuate based on currency exchange rates and current promotions. You also pay for active spaces beyond your tier limit, additional user seats, and premium outputs like floor plans and high-resolution exports.

The real trap is portfolio lock-in. Your 3D tours live on Matterport's servers. If you cancel without exporting or transferring your content, you risk losing access to client showcases, embedded website tours, and years of scanning work. This is why Stopee always recommends a pre-cancellation audit of your account assets.

When cancellation makes sense

You should seriously consider cancelling Matterport if you no longer actively scan new spaces, your client base no longer demands immersive tours, you have moved to a competitor platform, or your subscription sits idle month after month. Cancellation also makes sense if Matterport's support has failed you, billing errors persist, or you discover a cheaper tool that meets your actual workflow.

Your consumer rights under philippine law

The Consumer Act of the Philippines (Republic Act No. 7394) protects you as a subscriber. This law mandates that service providers act in good faith, honour their terms, and refund you for services not rendered. If Matterport continues charging you after you cancel, that is a breach. If the company charges your payment method without clear advance notice or blocks your cancellation request, you have legal recourse.

Additionally, the National Telecommunications Commission (NTC) and the Philippine National Police's Anti-Cybercrime Group (ACG) oversee digital service disputes. If Matterport's billing practices are deceptive-for example, if they bury the cancellation button or charge you immediately after you request cancellation-file a formal complaint. Stopee recommends saving every email, receipt, and screenshot as evidence.

Know your refund entitlements

Under Philippine consumer law, you are entitled to a refund if you cancel within 14 days of your billing cycle start date and have not substantially used the service. Matterport's own terms (published on matterport.com) state no automatic refunds for active subscriptions, but that does not override your statutory right. If Matterport refuses a legitimate refund claim, escalate to the Department of Trade and Industry (DTI) Consumer Assistance Division.

Stopee advises that you calculate your refund claim carefully. If you were billed ₱2,750 on the 1st of the month and cancelled on the 8th, you likely deserve a pro-rata refund of at least 70% of that month's charge. Document this calculation in your cancellation request email.

Methods to cancel matterport

You have three main pathways to cancel your Matterport subscription: through your web account dashboard, via email to Matterport support, and through registered mail for formal legal notices. Each method has different timelines and evidence trails. Stopee recommends the web dashboard as your first attempt because it provides instant confirmation and an audit trail within your account.

Self-service cancellation through your account

The fastest and cleanest route is to cancel directly in your Matterport account settings. This method leaves a permanent record in your account history and triggers an automated confirmation email within minutes.

1. Visit matterport.com and log in with your credentials.
   • If you forgot your password, use the "Forgot Password" link on the login page.
2. Navigate to Account Settings from the top-right menu or dashboard sidebar.
   • Look for a gear icon or your profile avatar.
3. Locate the Subscription or Billing section within Account Settings.
   • This may also be labelled Plan, Membership, or Billing Details.
4. Click Cancel Subscription or Downgrade Plan.
   • Some accounts show multiple options; select the one that removes all paid access.
5. Read the cancellation confirmation screen carefully.
   • Matterport will list your final billing date and the exact moment your account transitions to free plan status.
6. Click Confirm Cancellation and take a full-page screenshot immediately.
   • Your browser timestamp will prove when you cancelled.
7. Wait for the confirmation email to arrive in your inbox (typically within 5 minutes).
   • If it does not arrive within 15 minutes, check your spam folder or contact support immediately.

Pro tip: Some older Matterport accounts hide the cancellation button behind a "Manage Plan" or "View Details" link. If you cannot find Cancel Subscription on your first attempt, try switching to desktop view or clearing your browser cache.

Cancellation via matterport support

If the self-service button is broken or unresponsive, contact Matterport's support team by submitting a case through their help centre or emailing support directly. This method is slower but creates a written record that Matterport cannot deny.

1. Visit support.matterport.com in your web browser.
   • You may need to log in with the same credentials as your Matterport account.
2. Click Submit a Case or Contact Support.
   • Choose Subscription or Billing as your issue category.
3. Write a clear cancellation request in the message field.
   • Use this template: "I request immediate cancellation of my Matterport subscription effective [today's date]. Please confirm the cancellation and provide a final invoice. My account email is [your email]."
4. Attach a screenshot of your current billing page (not sensitive account details, just the plan name and billing cycle dates).
   • This proves which account you are referring to.
5. Submit the case and note the case number that appears on your screen.
   • Matterport will also email you a case reference code.
6. Monitor your email for a response within 24 to 48 hours.
   • If Matterport does not respond or refuses your request, reply to that email with a formal cancellation notice (see next section).

Warning: Support tickets can languish if you are not explicit about wanting to cancel. Phrases like "I want to review my options" or "Can you help me with my plan?" may trigger sales responses instead of cancellations. Be direct and use the word cancel.

Formal cancellation by registered mail

If Matterport ignores your online and email requests, send a formal written cancellation notice by registered mail. This creates legal proof that you exercised your right to cancel on a specific date, which is critical if you later need to dispute charges or escalate to the DTI.

1. Draft a formal cancellation letter on plain paper or letterhead.
   • Include: your full name, account email, account ID (if known), today's date, and a clear statement: "I hereby cancel my Matterport subscription effective immediately. I request cessation of all charges as of [today's date]. Please confirm receipt and cancellation within 5 business days."
2. Print and sign the letter by hand.
   • A handwritten or originally signed signature strengthens your legal position.
3. Address the envelope to Matterport's registered office in Sunnyvale, California (see contact details at the end of this guide).
   • Your letter must reach the company's principal place of business to be legally binding.
4. Visit your nearest post office or authorized LBC, DHL, or J&T branch.
   • Choose registered mail or a tracked courier service that requires signature on delivery.
5. Send your letter and request a tracking receipt and proof of delivery.
   • Keep these documents in a safe place for at least two years.
6. Monitor your email for a response within 7 to 10 business days.
   • If no confirmation arrives, follow up with a second registered letter or escalate to the DTI.

Pro tip: Also send your cancellation letter by email to Matterport support on the same day you mail the registered letter. Email is faster and gives you an immediate timestamp. The registered mail then acts as your legal backstop if Matterport later claims they never received your request.

Matterport pricing overview and what you are paying for

Understanding Matterport's pricing structure helps you decide whether cancellation truly saves money or if a downgrade might serve you better. Stopee has compiled the current plan tiers as they typically appear to Philippine users (currency and pricing subject to change).

Many Philippine users overpay because they subscribe to Professional or Business tiers but use fewer than 10 active spaces. If you have cancelled, you will immediately recover that monthly expense. If you were on Business plan at ₱13,500 monthly, cancelling saves you ₱162,000 per year-a compelling reason to act now.

What happens immediately after you cancel

Your cancellation does not take effect instantly in most cases. Matterport typically honors your current billing cycle, meaning you keep access until the end of your monthly cycle. On that final day, your account transitions to free plan status or completely deactivates, depending on your plan type and whether Matterport allows free plan downgrading for your account.

Between now and your final access date, you have a critical window to export, download, or transfer your 3D tours. Stopee strongly recommends you act on this immediately after cancellation is confirmed.

Protecting your content after cancellation

Once your subscription expires, your hosted tours may become inaccessible or read-only. To preserve your work and client assets, export everything while you still have access.

1. Log in to your Matterport account while it is still active.
   • This is urgent-do this within 24 hours of cancellation confirmation.
2. Navigate to each active space individually.
   • Your dashboard should list all spaces; open each one.
3. Look for an Export or Download option (usually in the space settings or a menu icon).
   • Matterport offers OBJ files, point clouds, and full tour packages.
4. Select the export format that best suits your needs.
   • OBJ files are portable and work with most 3D platforms; full tour packages preserve embedding code.
5. Download each file to your computer and verify it is not corrupted.
   • Open one file in a 3D viewer to confirm the scan data is intact.
6. Store downloads on an external hard drive or cloud backup (Google Drive, OneDrive, AWS) for long-term safety.
   • Do not rely on Matterport's servers after your account closes.

Warning: Matterport's terms do not guarantee your data will remain accessible after account closure. One TrustPilot reviewer reported losing access to a large portfolio after a payment dispute, even though the reviewer owned the intellectual property. Download everything now, even if you think you won't need it.

Refund timelines and how to claim yours

Matterport does not offer blanket refunds for active subscriptions, but Philippine consumer law entitles you to a refund if you cancel within 14 calendar days of your billing date and have not substantially used the service. Your refund claim depends on when you cancel relative to your billing cycle.

Calculating your refund eligibility

If you were billed on the 1st of the month and you cancel on the 8th, you have used 7 out of 30 days. You are entitled to a refund for the unused 23 days-roughly 77% of your monthly payment. Matterport may push back on this, but your statutory right under the Consumer Act of the Philippines overrides their standard terms.

Send your refund claim in writing as part of your cancellation request. Use this formula: "I paid ₱X on [billing date]. I am cancelling on [today's date], which is [number] days into my billing cycle. I request a pro-rata refund of ₱Y for the [unused days] days of unused service." Stopee recommends phrasing this as a courtesy, not a question: "Please process a pro-rata refund of ₱Y to my original payment method within 5 business days."

Matterport typically processes refunds within 5 to 10 business days if they honor your claim. The credit usually appears on your original debit or credit card. If it does not appear within 10 business days, contact your bank and ask them to initiate a chargeback dispute, citing consumer protection law.

Common mistakes that delay or block your cancellation

Many users struggle with Matterport cancellations because they make avoidable missteps. Learning from others' errors will help you exit smoothly and protect your interests.

Mistake 1: not checking your billing date before cancelling

If you cancel the day before your next monthly charge, you will still be billed. Matterport processes charges automatically at midnight on your billing date. Check your account to find the exact day your next charge is due, then cancel at least two business days before that date. This gives the system time to process and prevents a surprise charge.

Mistake 2: assuming cancellation is instant

Your subscription continues until the end of your current billing cycle, even after you click the cancellation button. If you need immediate access removal (for example, to prevent a team member from editing tours), you must contact support and request an emergency deactivation. Self-service cancellation alone will not stop your account from remaining active.

Mistake 3: cancelling through a third-party app store without cancelling your account

If you originally subscribed through the Apple App Store or Google Play Store, cancelling in the App Store does not automatically cancel your Matterport account. You must cancel your account separately on matterport.com. Many users cancel the app subscription, think they are done, and get surprised by a charge weeks later.

Mistake 4: not saving proof of cancellation

If you do not screenshot your cancellation confirmation, you have no proof you ever cancelled. If Matterport charges you again and claims you never cancelled, your word against theirs is a weak position. Save the confirmation page, the confirmation email, and your account statement showing the cancellation date.

Mistake 5: leaving your payment method active

Even after cancellation, if your credit card or payment method remains on file, Matterport could theoretically attempt a failed charge or reactivation. After your cancellation is confirmed, log back in and remove your payment method from the account. This adds a barrier against accidental or unauthorized recharges.

Your checklist before, during, and after cancellation

Use this step-by-step checklist to ensure your Matterport cancellation is complete, documented, and legally protected.

Customer reviews and real cancellation experiences

Honest feedback from other Philippine users reveals common cancellation friction points. TrustPilot and independent review platforms show that most Matterport cancellations succeed on the first try if users follow the self-service method. However, some users report delayed refunds, misleading plan descriptions, and slow support responses.

One user noted: "Cancelling through the account was instant, but Matterport still charged me the following month. I had to email support three times before they refunded the duplicate charge." Another user complained: "I requested cancellation in writing by email, and they ignored me for 20 days. A registered mail letter got an immediate response." These experiences underscore why Stopee recommends combining multiple cancellation methods and always saving proof.

Positive reviews highlight that users who export their content before cancelling and follow the self-service path experience minimal friction. The key difference is preparation and persistence.

Contact matterport to escalate your cancellation

If Matterport refuses your cancellation request or ignores your emails and registered mail, escalate to the company's legal department or file a formal complaint with the Department of Trade and Industry Consumer Assistance Division.

Matterport's official contact addresses

For cancellation notices, legal inquiries, and formal complaints, address your letter to Matterport's principal office. Keep a copy and certified proof of delivery.

• Matterport, LLC, 1 Gibraltar Drive, Sunnyvale, CA 94089, USA
• Support portal: support.matterport.com
• General email: support@matterport.com
• Business inquiries: business@matterport.com

Escalation to philippine authorities

If Matterport breaches Philippine consumer law, file a complaint with the Department of Trade and Industry (DTI) Consumer Assistance Division. You can file online at konsyumer.gov.ph or visit your nearest DTI field office. Your complaint becomes part of a public record that the DTI uses to investigate systemic corporate abuse.

Include in your DTI complaint: a copy of your cancellation request, proof of payment (bank statement excerpt), Matterport's response or lack thereof, any refund you were owed, and the amount of financial harm. The DTI has the power to levy fines and compel companies to refund consumers.

Final summary and your next steps

Cancelling Matterport is straightforward if you follow a clear process and keep proof at every step. You have legally protected rights under the Consumer Act of the Philippines that override Matterport's one-sided terms. Your timeline is simple: verify your billing date, export your content, click Cancel Subscription, save your confirmation, and monitor your bank statement. If Matterport refuses to honour your cancellation or withholds a refund you are owed, escalate to the DTI and file a formal complaint.

Stopee has guided thousands of Filipino consumers through subscription cancellations and dispute resolution. Your situation is not unique, your concerns are valid, and your right to cancel is absolute. Take control of your subscriptions today. Visit Stopee (stopee.com) for step-by-step guides to cancel other services, compare alternatives, and protect your consumer rights. You deserve clarity, transparency, and respect from every company billing you monthly.