Payment problems: declined cards and PIX

A stuck payment is the most stressful problem, because it touches your access. Let's go step by step.

Accepted payment methods

In Brazil: PIX, Pix Automático (the recurring debit you authorize in your banking app) and credit card — in full or in installments on the annual plan. Outside Brazil: card, and wallets (Apple Pay, Google Pay) where available.

There is no boleto at CutPro. If someone offered you a CutPro boleto, be suspicious.

One-off credit purchases take PIX or card — Pix Automático is for subscriptions only.

The card was declined

When the bank declines, the one with the detailed reason is your bank, not us — CutPro only receives the refusal. In practice, the most common causes are:

• Not enough limit at the moment of the charge.
• Expired card, or details typed wrong.
• International purchases blocked — common on Brazilian cards when the charge is in dollars. Call your bank and enable international purchases, or pay in reais via PIX.
• The issuer's fraud screening, which often blocks the first charge from a new service.

The fastest route when a card keeps getting declined: pay with PIX. It approves on the spot and doesn't go through the issuer's review.

The PIX didn't confirm

Two important things about PIX here:

1. The QR code shows a 15-minute timer. When it hits zero, the screen marks it expired and offers to generate a new one. If you paid close to the deadline and the timer flipped, don't pay again — a payment made on that QR code is still recognized and credited. Wait a few minutes and check the history before repeating it.

2. Confirmation is automatic. The screen keeps checking on its own and tells you when it lands. You don't have to click anything, and the "I already paid" button only forces a check — it doesn't speed up the bank.

If you paid and nothing happened after a few minutes, contact support with the receipt in hand.

Worth remembering: PIX requires a valid CPF or CNPJ on the account, and the minimum amount is R$ 5.00.

About Pix Automático

It's the recurring debit authorization: you scan the QR code once, in your banking app, and the following charges go out on their own.

Three details that generate tickets:

• Not every bank supports Pix Automático yet — Caixa Econômica Federal is the most common case. If the authorization doesn't complete, try another bank or use a card.
• The authorization has to be done from your own account. If the QR code is paid from someone else's account, the payment goes through but the recurring debit isn't authorized, and the next renewal won't happen on its own.
• Discount coupons don't work with Pix Automático — to use a coupon, pay by card.

The renewal failed. Did I lose access?

It depends on how you pay, and the difference is real:

• Card (recurring subscription): the card network manages the retries. If the cycle's charge fails, the account drops back to the free plan, and returns to the paid plan automatically as soon as a retry is approved.
• Pix Automático: if the debit doesn't settle, the subscription goes into arrears with a 14-day grace period. During that time you keep your access, get email reminders and a PIX QR code to settle it. After the 14 days without payment, the account drops back to free.

In neither case do you lose the account, the clips or the history — what changes are the plan's limits.

How to settle up

In the subscription area there's a Fix payment button. What it does depends on your payment method:

• Card → opens the billing portal, where you swap the card on file.
• PIX / Pix Automático → generates a new PIX charge to settle right away.

Refunds

There's no refund button in the app: the request goes through support, which reviews it case by case.

Two notes that prevent misunderstandings:

• When a refund is approved, the history already shows "Refunded" — but the money takes a few business days to show up in your account, on your bank's and card network's timeline. The status on screen changes before the money comes back.
• A subscription refund also removes the credits tied to that payment.

There is one automatic refund case: when you change plans paying by PIX, the unused portion of the previous plan comes back on its own as soon as the new payment confirms.

Invoices

An invoice is issued automatically for payments in reais with a CPF/CNPJ registered at purchase. It isn't instant: the city processes it and the link shows up later in the Nota Fiscal column of the billing history, with the "Download invoice" button.

International purchases (outside Brazil) don't generate a Brazilian invoice.

Talking to someone

Billing involves personal data — use support on WhatsApp, not Discord. Have the date of the attempt and the payment method used ready.