My payment didn't go through

In short: if your card was declined and you are in Brazil, pay with PIX. It approves right away. If you already paid a PIX, don't pay again: wait a few minutes.

Ways to pay

In Brazil you can pay with:

• PIX.
• Pix Automático: you approve it once in your bank app, and the next charges go out on their own.
• Credit card. On the annual plan, you can split it into installments.

Outside Brazil: card. Apple Pay and Google Pay show up when available.

To buy extra credits, use PIX or card. Pix Automático is only for subscriptions.

CutPro has no boleto. If someone sent you a CutPro boleto, don't pay it.

My card was declined

Only your bank knows the exact reason. We only get a "no".

The most common reasons:

• Not enough limit at the moment of the charge.
• The card expired, or a number was typed wrong.
• The bank blocked international purchases. This is common when the charge is in dollars.
• The bank didn't trust the first purchase from a new service.

What to do:

1. Pay with PIX if you are in Brazil. It's the fastest way. It approves right away.
2. Or call your bank and ask them to allow the purchase, including international ones.
3. Try the card again after talking to the bank.

I paid the PIX and it didn't confirm

1. Wait a few minutes. The screen checks on its own and tells you when the payment lands. You don't need to click anything.
2. Don't pay again, even if the 15-minute timer hit zero. A payment made on that QR code still counts.
3. Check your billing history before paying again.
4. Contact support if nothing changed after a few minutes. Have the receipt ready.

The "I already paid" button only makes the screen check again. It doesn't make the bank faster.

To pay with PIX, your account needs a valid CPF or CNPJ. The minimum amount is R$ 5.00.

Pix Automático didn't work

• Not every bank supports Pix Automático yet. The most common case is Caixa Econômica Federal. Try another bank or use a card.
• Approve it from your own account. If the QR code is paid from someone else's account, the payment goes through. But the next renewal won't happen on its own.
• Discount coupons don't work with Pix Automático. To use a coupon, pay by card.

My renewal failed. Did I lose access?

It depends on how you pay.

By card: your account goes back to the free plan. The card is charged again on its own a few times. When one charge goes through, the paid plan comes back on its own.

By Pix Automático: you have 14 days to pay. During that time, you keep your access. You get email reminders and a PIX QR code. After 14 days without payment, the account goes back to free.

Either way, you don't lose your account, your clips or your history. Only the plan limits change.

How to pay what is overdue

1. Open the subscription area.
2. Tap Fix payment.
3. By card: change the saved card on the page that opens.
4. By PIX or Pix Automático: pay the new PIX shown on screen.

I want my money back

Refunds are requested through support. There is no button in the app. Each case is reviewed.

First subscription: you have 7 calendar days to change your mind, with no reason needed. It's the right of withdrawal in the Brazilian Consumer Protection Code (art. 49).

1. Ask through support on WhatsApp, or email contact@cut.pro with the subject [ARREPENDIMENTO].
2. That's it. The date you sent the request is what counts, even if the answer takes a while.

How much comes back: the value of the credits you haven't used from that charge. If you used nothing, you get it all back.

Good to know:

• The history shows "Refunded" before the money arrives. The money takes a few business days, on your bank's timeline.
• When a subscription is refunded, the credits from that payment are removed too.
• If you change plans paying by PIX, what was left of the old plan comes back on its own when the new payment confirms.

Invoice

An invoice is issued on its own for payments in reais with a CPF or CNPJ registered at purchase.

It isn't instant. After a while, the link shows up in the Nota Fiscal column of your billing history, on the "Download invoice" button.

Purchases made outside Brazil don't get a Brazilian invoice.

Before contacting support

Payments involve personal data. Use support on WhatsApp, never Discord or the groups. Have the date of the attempt and the payment method you used ready.