Purpose: This study aims to analyze the relationship between users' perceived barriers to using virtual and augmented reality technology from stakeholders, identifying perspectives and gaps regarding technology acceptance. Design/methodology/approach: The Decision-Making Trial and Evaluation Laboratory method is useful for quantitatively evaluating the causal relationship between factors. Combining this method with the grey approach ensures greater accuracy even with limited information. A Scoping Review was conducted to identify the barriers, and data were extracted from a questionnaire administered to experts in the field. Findings: Seven diverse barriers were identified by users, and cause-and-effect relationships were estimated. The results indicate three primary causal barriers and three highly dependent barriers. One of the identified barriers is not relevant in this model. Originality/value: Virtual and augmented reality technologies have been gaining popularity since 2018, allowing users to interact with a virtual environment. These technologies are primarily used in training and education areas. However, due to the innovative nature of the topic, there are a small number of studies on technology acceptance, especially in the Brazilian context. Therefore, this paper contributes to the literature and assists in applying technologies in industries.