I’m so sorry that your first print didn’t come out beautifully! Thank you to our other community members who have already provided some advice.
To cut successfully, there are three important things to check. First, your material must lie flat. This requires a properly installed crumb tray and flat materials. Second, there must be no obstructions or damage preventing the laser light from reaching your material. Third, your design must be set up properly - for example, with lines that are fully on the material and that are set to cut. It’s hard to know which issue might be affecting your print, but if you follow the instructions in the cut-through troubleshooter, we’ll be able to get to the bottom of it.
Once you’ve finished your inspection, please try another print. We included an extra piece of Proofgrade Draftboard with the shipment of your materials for troubleshooting. Please print the Gift of Good Measure on that Proofgrade Draftboard and let me know the result. If it doesn’t print well, please let me know the date and time of your print, send photos of the front and back of the print and we’ll advise on next steps.