Hi @ashleybwithey! Welcome to the forums and this wonderful community. Sorry to hear the cut didn’t go through all around. From your post I gather you’re using Proofgrade materials, correct? If that’s the case, the settings are very touchy to the material being completely flat. Some people use magnets, but those can cause problems with the air assist fan if not properly shielded. A lot of other people use hold down pins (I’ll dig up the link to a free design posted a long time back).
Besides checking if the material is absolutely flat, could you try running the gift of good measure file on a piece of draftboard (again making sure it is flat), and uploading a picture of the result? This will help the support team when they show up 
Hope this helps, and again welcome!
Edit: here’s the link to the hold down pins