Mural Reviews 27

Pretty bad product & service. Now requiring 2 people’s payment for a basic monthly subscription but ok with 1 for the year subscription. (I was with them for a year)

Decent features, poorly implemented.
Buggy, slow, error prone.
Todays problem is not supporting a wacom tablet.
Every day another struggle.
Use Miro.

Unfortunately, Mural’s customer support leaves a lot to be desired.

I’ve been using the platform for over 3 years. While I can say the product basically works, it is also quite limited compared to other tools currently available on the market. Even so, I continued using it out of habit and project continuity—until now.

The issue started when I missed the renewal payment. Since then, I have been completely unable to pay, no matter what I try. The billing page simply stays in an infinite loading state and never completes the transaction, without showing any error message to the user.

To be very clear:

I tried multiple devices

Different browsers

Several credit and debit cards

And even validated the issue from a technical standpoint

The problem persists in all cases.
From the browser console, it is evident that there is a Stripe Checkout integration error, specifically related to a missing or incomplete billing address, which breaks the payment flow and leaves the UI stuck.

This is not a user error, not a bank issue, and not a card problem.
It is clearly a billing system issue on Mural’s side.

Despite contacting support with clear evidence, detailed explanations, and a genuine willingness to PAY, I have not received an effective solution or even a proper alternative (such as a manual payment link or invoice). The slow response time and lack of resolution show a poor support experience, especially for a long-term customer.

In summary:

Platform: limited but functional

Billing system: problematic

Customer support: slow, unhelpful, and unresponsive

Because of this experience, I am seriously considering switching immediately to another platform where customer support is efficient and clients are truly valued—especially when something as basic as paying for the service becomes impossible.

It’s disappointing to see a product that merely “does the job” lose loyal customers over an issue that should have been easily avoidable.

One of the worst experiences I've had with a tool—it's unintuitive and has a lot of delay. You leave the tab and come back, and it takes a long time to respond. I tried with Edge and Chrome, cleared the cache, and nothing worked. I don't recommend this tool at all; it will just waste your time.

A horrible user experience.
When scrolling to the left with my mouse-pad the entire window "goes back" and returns to the webpage I was on before.
Navigating is super slow + zooming and and out.
We are forced to use it in our company, but personally I would never recommend it.

TL:DR: they used to be amazing but now they've lost touch and if you're a facilitator, they are too glitchy to rely on.

Edit: They fixed one of the critical features I rely heavily on so I gave them another star. I'd give more but the changes they've made to the interface nav in the boards have made facilitation slower/have more clicks.

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As a Design Strategist, I've been a heavy Mural user since 2019. I use it for everything from planning and on-the-fly brainstorming to facilitating team or client workshops. There are many reasons why Mural was the best, and I even made a competitive analysis at a prior company to prove it.

That said, they've dramatically gone downhill since trying to jump on the GenAI bandwagon. That functionality is not valuable bc as a facilitator, I don't outsource sensemaking activities like that. I use GenAI but not in whiteboarding.

The performance has been extremely unreliable and I have 4 important workshops with hospital staff this week and next, but because they can't seem to fix certain critical functionality, I am probably going to have to resort to a different whiteboarding tool.

Their customer service is nice, however there's only so much they can do and that functionality has been bugged for several weeks.

I never thought I'd say this, but if you're considering Mural I'd hold off until they fix their stuff.

Happy to change my review if they can fix their product.

PDF previews load forever and it seems you can't download them from mural either. We also had to remove a member from our mural mid-project because suddenly there's a limit to how many members there can be.

Mural has huge potential, but the general bugginess is very disappointing - far too many glitches which waste time and money. Have spent a day trying to build a diagram, but it's very temperamental - lines appear and disappear at random, sometimes you can't select an object on screen no matter what. The developers must know about this...

Mural's application is just the right amount of complexity for my use cases. I run research with a diverse set of stakeholders and observers. Mural lets me collect notes in one place, organize them, and start analyzing them. Other tools in the space do this as well, but I've really appreciated the simplicity of organizing and creating meaning from the data I'm collecting.

Mural is an online collaboration tool that has transformed the way our team brainstorm, plan, and execute projects. Our team collaboration has been enhanced, particularly in the hybrid working model. We love Mural's templates that allow us to kickstart our projects, saving time and still providing inspiration. We also enjoy the features that assist in facilitation like the timer, voting and private mode.

Easily the best and most intuitive collaborative workspace tool out there.
This enables workshop facilitation better than any other tool on the market.
It has helped me cut down my time spent and digitalize my workshop facilitation processes massively!

My standard online collaboration platform - used for teaching, presentations, and everyday collaboration. Can't wait to see the new AI features

Mural is a great collaboration tool that allows everyone to contribute equally. It's easy and fun UX ensures the experience for users.

Great tool for moderating online collaboration efforts, both online and offline. Easy to use, and simple to get people collaborating on a whiteboard on the platform.

Mural is the tool that allows you to express yourself and what you want to communicate, adapting to your needs and those of others. It is not just a tool, but an important means of synchronous and asynchronous interaction and communication. It can be used both for personal reasons (organising trips, activities, book reviews, study notes) and for professional reasons in teams and to support entire organisations.

I don't know what the future would be without Mural in everyone's present.

Not sure why the haters. I love this tool to start and their customer support is awesome. We used the tool on a business start up project collaboratively and it helped us organize our flow chart, business processes, which we incorporated into our deck for investors. Highly recommend.

Terrible Refund Policy, very limited feature set and unhelpful customer service.

Once you pay, that's it. They will not refund a dime even though you haven't use their system. I made the mistake to pay for a year thinking that their features are sufficient, to later find out that they significantly lack shapes and other useful features. 5 days later I requested a refund and they noodled on this for 3 weeks and at the end just said "Sorry, our policy is not to issue refunds".
Knowing that you can even return a car after driving it around, I see no reason for not issuing a refund for this terrible online service.

Also, they have very limited shapes and diagraming features. So limiting that it almost makes the whole platform useless. Besides sticky notes, you can't do much with the platform.

Bottom line is, there are at least two, MUCH better services out there (not naming them on purpose). Don't waste your time with mural.co. You can thank me later!

I tried to cancel my account online from my phone and my account was locked for whatever reason. I was unable to and was billed for the month.
They asked me to log in via a computer, which I have access to at work, and try to cancel that way. I finally was able to cancel from my computer, regardless of my account being locked.. so they charged me and I have a LOCKED ACCOUNT AND CANNOT USE IT. Karen then tells me they know users cannot cancel via their phone… and suggests I write this in their community… FOR REAL?? What a joke of a company. They bill you, make sure you cannot cancel, lock your account and then don’t even give you access when you tell them 3 times the account is locked.

I had some technical problems and the customer service team were excellent. They were quick, polite and listened to my needs. Resolved after a few emails