Contact Marco Polo Support

by Devava

I am a long-time user of Marco Polo, having used it daily for almost two years. Today I received an update that stripped away all of the features I've known and got used to over this time, at the same time the Pro version launched. The features removed from the free version were: 2x speed, sharing photos, text message, emoji and video reactions, and scrolling to a specific point in a polo. I find this to be a very distasteful marketing move, especially at a time when video networking usage has increased due to COVID-19. I don't know the company's historic data on app users or their financial health at a time like this, but it comes off as if the company is looking to capitalize on the demand for people to connect via video; at the same time we see other companys taking the opposite approach of relaxing restrictions and allowing users more features or potential free use of services. To me, the latter are honorable decisions. I have given this app a 2-star review because I think the app with all of the features is a robust, quality app. But I'm very disappointed and conflicted by the company ethics to make a drastic move like this with all appearances of capitalizing on potential new business during a time of international crisis. I think a paid version is absolutely reasonable to have, if handled in a better way - creating new features, rather than removing ones that have been around for years - at a more appropriate time.

by Itsnotaflufie

This was great. We used to use this app to talk to family in another country and to send videos of our baby to parents in different states of the U.S. Absolutely loved it. But once they rolled out this premium membership thing it quickly became not worth using. I can’t predict when my kid will do something cute, I take videos and sometimes it happens; but now that I can’t send videos from my camera roll, my relatives just don’t get to see what he does anymore. My dad likes to go on really long explanations about his hobbies, which are great! But they are way easier to watch on 2x speed. Except I can’t do that anymore, so I end up just not watching his Polo’s. The list goes on.

Yes the app still has this functionality - if you’re willing to fork over your life savings to them, that is. I get it that developers need income, but a monthly subscription to something that isn’t adding content or regularly updating in major ways is absolutely ridiculous. I would happily watch adds. I would happily pay a one time fee to download. But seeing the developers fall into the growing trend of a monthly subscription just to access 3 or 4 features that used to be standard is sickening, and only goes to show where their priorities really lie.

I will continue to use the app because my family doesn’t want to switch to something new; but I will never pay a dime to a company that takes advantage of their consumers.

by Seanana37

I want to start by saying that I have used Marco Polo for years as a way to get in contact with my long distance friends, and outside the occasional technical bug or two, the app has been great. So why am I giving this a one-star rating?

Very recently, Marco Polo has decided to run some testing on their updated product, Marco Polo Plus. I was selected as a participant in this marketing research of theirs. And I wouldn’t have an issue with this, except that nearly all features I had previous to Marco Polo Plus have been eliminated. I cannot use the 2x speed button, I cannot drag ahead or behind in a video, the video reaction feature disappeared, and all but two reaction emojis have vanished. If I want any of my old features back, I must pay for the Plus version and get several extras that I never asked for.

With this said, I feel highly devalued as a customer. I would have been more than happy to pay $5/month for additional features, such as the ability to take notes and refer back to them when responding, along with more emoji reactions. I use the app every day. And now it is certainly not the “comforting” social app that I remember. It has become a royal pain. There are also more technical issues than before since they decided to make me a participant. Had they gone about this differently, they would have had my business in a heartbeat. Very disappointing to say the least.