That sounds serious. The best way to get support is contacting Flux directly. There is a link here: Submit a request – FLUX Help Center
I’ve used their support a few times and have gotten an answer or at least a reply within a day or so.
As for not cutting, there are several things on this link. Cut Did Not Go Through Material – FLUX Help Center You may have done some of them already but the last step is contacting their support with pictures from the last step.
Could you show us a picture of the cut and a screenshot of Beam Studio? It might help make the issue clearer.
Just as a heads up, the laser tube will wear out with use or over time. Mine is much weaker now that I’ve cut several hundred items. I can still cut, but I have to use a lower speed or cut multiple with passes. I plan on replacing the tube at some stage, but I can still get good results with tweaked settings. I hope you don’t need a new tube.