COVID19 UPDATE: What are we doing to support our customers and community

Hi everyone,

There’s no doubt that living and working through a global pandemic is new to all of us, and we are all learning how to best optimize our lives and our work to fit this current reality.

As such, we want to update our community and customers about what’s currently happening at Matterport and the actions we are taking to ensure we honour our commitment to you today and in the future. 

Here you can find information on:

      •  Matterport Pro2 camera delivery times 

      •  Support availability and response times

      •  How to capture a space without a Matterport Pro2 camera

      •  Special access to the Matterport platform

      •  Commitment to health and wellness for our employees, community, and our customers

1. Matterport Pro2 camera delivery times 

Over the past couple of months, we have seen unprecedented demand for the Matterport Pro2 camera.  Unfortunately, we are currently experiencing a delay in shipping our cameras due to extended lead times on critical materials caused by a COVID19-strained supply chain. Factory closures, reduced production capacity, reductions in flights to transport materials, and reduced staffing at airports are all creating new challenges we’re working hard to overcome.

We are actively working to increase our production capacity and material availability to support the increasing demand. This includes expanding our production lines, hiring, and working with our suppliers to do the same.  We ask that you please remain patient while we implement these actions.

The current delivery time for new Pro2 camera orders is roughly 4-6 weeks. We will continue to keep you updated as things progress, and you can always reach out to us or your Matterport representative for an update.

If you have a need to scan a space sooner, we highly recommend one of the following:

      •  Use your iPhone or iPad to capture a space instantly

      •  Buy a 360 camera online through our website

      •  Find a professional to do the capture for you

2. Support availability and response times

Due to the increased demand of Matterport products and services over the last couple of months, we are experiencing an unprecedented volume of inbound support requests. While our email support requests currently have a backlog, we have prioritized our phone support to serve you as fast as possible.

We are working on increasing capacity and shortening response times, and we appreciate your patience as we work through this high volume of requests. 

If you have an urgent support request, please call us at +44 157 040 0054. If you have a less urgent request, you can find all our online help at http://support.matterport.com, or you can email us at support@matterport.com. 

3. How to capture a space without a Matterport Pro2 camera

If you have an urgent need to capture a space, we highly recommend using your iPhone or iPad to get started instantly. While the quality of an iPhone capture is not as high as a Matterport Pro2 or 360 camera, it is more than adequate for a small space. We recommend using a monopod or tripod for optimal results. Here’s an example of a space captured using an iPhone 11.

You can also buy a compatible 360 camera online, which means you can scan a space sooner rather than later. The Ricoh Theta V, the Ricoh Theta Z1, and the Insta360 One X are affordable 360 cameras available for purchase online.

Another option is to hire a professional in your area to capture a space for you with a professional 3D camera. You can use this link for your request.

4. Special access to the Matterport platform

Giving everyone access to Matterport is something we are fully committed to, which is why we are currently offering 2 months of free access to the Matterport Starter plan for new sign-ups. You can use promo code: 2MSTARTER2020 until June 30, 2020 to claim your 2 free months on our Starter plan.

While you can store an unlimited number of spaces with any account, you can only publish and share one space at a time with our Free plan. If you need to share more spaces at a time — for example, if you have multiple listings on the market — the Starter or Pro plans are perfect for you.

5. Commitment to health and wellness for our employees, community, and our customers

Finally, the most important thing for all of us at Matterport is the health and wellness of our employees, community, and customers.

Right now all Matterport employees are working remotely, except for our Manufacturing Operations team in California.  In order to minimize the risk for these essential workers, Matterport is providing proper PPE and disinfecting supplies, and has established staggered shifts to support necessary social distancing requirements.

We appreciate your patience during this time. Our employees are fully invested in the success of our community and our customers, and we are doing everything we can to work responsibly while ensuring we meet the commitments we have made to all of you.

Best,

RJ Pittman