Welcome to our FAQ page! Whether you’re a barber or a client, we’ve got you covered with helpful information on bookings, payments, account management, and more.

How Do I Upgrade to PRO?

If your account has been downgraded to LITE, your profile will not be bookable or discoverable on theCut. To upgrade to PRO, visit our Subscription Portal and follow the steps to reactivate your PRO subscription.

What Is the Difference Between PRO and LITE?

PRO (Paid Subscription) – Allows barbers to be bookable, accept Mobile Pay, and appear in client searches on theCut.
LITE (Free Version) – Barbers can manually manage their bookings, but clients cannot book them directly, and their profile will not appear in search results.

What Should I Do If My Barber Didn’t Show Up and I Prepaid?

If your appointment is still in Requested status, we strongly recommend waiting for the barber to confirm before attending. If it remains unconfirmed on the day of your appointment, you can cancel, and the preauthorization will automatically void.
If your appointment was Confirmed and the barber has a Cancellation Policy, you have not been charged. The preauthorization will expire within about a week if the barber does not complete or cancel the appointment.

Why is My Payment still Pending?

When booking via Mobile Pay, a preauthorization is issued, which may appear as PENDING, AUTH, or AU depending on your bank. If the preauthorization expires, it may take a few days for the funds to be released back into your account. If the statement entry remains, check your total balance or contact your bank for confirmation. Funds can take 7-10 business days to be released.

Why is My Payment still Pending?

Why Was I Charged Twice? Unexpected or duplicate transactions can sometimes appear on your bank statement. Here are the common reasons:

Common Causes of Perceived Double Charges

Preauthorizations: A preauthorization is a temporary hold placed by your bank to verify sufficient funds. These often appear on statements as "AUTH" or "AU" and are released once the transaction is finalized or canceled, depending on your bank’s timeframe.
Tip Adjustments: If a tip amount is added or changed after the service, it may trigger a new preauthorization. The earlier preauthorization will subsequently expire and funds are released.
Bank Processing Times: Even after our systems finalize a transaction, preauthorizations may remain visible due to delays within the bank's processing system but will automatically void over time.

Why Am I Not Getting New Clients?

theCut does not directly provide clients but offers tools to help barbers grow their business. We recommend:

Sharing your QR Code and Shareable Post to market your services.
Ensuring your profile is optimized to appear in searches. Clients can find you using your name, ZIP code, and by adjusting the search filter to “Distance” for the best results.

When will my deposit be available?

Instant Deposits are labeled as “Instant” and typically become available within 1-2 hours after processing.

Standard Deposits generally take 1-2 business days, depending on your bank. While the app may display an expected availability of 1 day, if the deposit is still processing, the funds are In-Transit and should be available soon!

Does theCut Provide Tax Documents?

If you processed more than $20,000 and 200+ transactions via Mobile Pay, a 1099-K form will be sent during tax season. Otherwise, you can request an income report by emailing [email protected] or message us directly in app under Help & Resources!

Income reports are sent during the first week of the year.
1099-K forms are mailed in late January, but we can provide an email copy if needed.

How Do I Get My Money Back?

• If your appointment status is Authorized or Pending, no payment has been charged—only a preauthorization was issued. These expire within about a week, and funds are automatically released back to your account.

Allow some time and the funds should release and reflect in the Account total.

Steps to Resolve Discrepancies

Review your account details in theCut app to verify transaction amounts.
Check your bank statement for "AUTH" or "AU" entries, which indicate temporary holds.
Allow your bank's standard timeframe for releasing preauthorizations.
Contact your bank if holds are not released within the expected timeframe.
Share screenshots or receipts via the app for assistance in disputes.

Why Can’t My Clients Book?

If clients see “This barber is no longer bookable,” your account may be on LITE.

To accept bookings, ensure your subscription is PRO, your hours are enabled, services are listed, and your location is set.
Check your Subscription Status in Settings and upgrade to PRO if needed.

If the Bookings feature has been turned off and you need to reactivate it. To enable Bookings on your account:

Navigate to the Settings tab in your profile menu.
Look for the Bookings option.
Ensure the Bookings feature is turned on. A green dot next to the option confirms activation.

How Do I Enable Mobile Pay?

Mobile Pay requires verification through Stripe, our payment processor. Not all users are approved, and approval is subject to their proprietary review process.