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3D Made to Measure App 

  • How can I prepare my customer for the scanning experience
    You can inform your customer that the entire process, from creating their profile to configuring their garment, will take at most five minutes. Explain that they will need to get undressed, run through the two poses they will need to get into, and that they will be able to customize their garment after scanning.
  • If my customer hasn’t shopped MTM with us in eight months, do they need to rescan?
    Your customer only needs to rescan after eight months if they have had a significant weight change since their last scan.
  • What do I do if a customer can’t remember if they have an account with us?
    Search the customer by email or phone number; if both do not work, you will get a popup at the top of the screen that says, “user with this data was not found.” If this is the case, the next step would be to return to the main screen and sign them up as a new customer.
  • Can I sign up a customer if they do not want to add their phone number?
    When signing up a new customer, you must get their email address, as this is how their orders are placed, but you can bypass their phone number.
  • What do I do if my customer has no phone number to input into the Formcut In-Store device to scan?
    If your customer does not have a phone number in their account, you must bring up the customer’s profile and locate the QR code. Then go to the Formcut In-Store device and click on the faded QR code in the bottom left corner. This will allow you to tap on the screen and match the QR code from the companion iPad to the scanning device to find the individuals profile.
  • What do I do if I sign up a customer and they do not want to get undressed? Can they scan with clothes on?
    They may not scan without undressing. Explain to your customer that they must undress to their boxer briefs because the Formcut In-Store device is a surface scanner. Therefore, if they scan with clothing on, it will alter their measurements and their garments will not fit properly. Please reference page 9 of your Instructional Manual on proper scanning attire.
  • Why can I not click on the “Continue to Shop” button to configure?
    You are unable to click on the “Continue to Shop” button because your customer does not have a scan in their profile yet.
  • What do I do if I am trying to shop or add to cart and I see “We can’t let you do that! You are forbidden from marking that request. (403)”
    If you see the below on your device, this means that your IP address is not connected to our system. Please contact the Formcut Team at to get this sorted out.
  • If I sent an “order to factory” by accident, what should I do?
    Please contact the Formcut team immediately at
  • Where do I direct my customer if they received their shirt, and they did not like their fit?
    Please reference pages 36 – 42 in the Formcut Instruction Manual for a detailed description of what to do considering a garment does not fit a customer correctly.
  • What do I do if they do not like the fabric they picked out, can they return it?
    Unfortunately, we cannot remake or return the garment since this is a custom-made piece.
  • How can I ensure the Formcut In-Store Device is prepared for a day of scanning?
    You will need to ensure: o The device is fully charged o The iPad is set on the MS1 app instead of the home screen o All necessary lights are turned on
  • I think somebody moved the device; how can I ensure the scans are not compromised?
    If the iPad is in the designated marked area, the scans should come out properly; however, if you are concerned about the quality of your scans, be sure to contact the Formcut team; they will be able to verify if the scans are coming out successfully.
  • The iPad screen is dark, what do I do?
    1. Touch the screen to make sure the iPad is not asleep. 2. If no screen appears, make sure the iPad is connected to a power supply. Allow time to recharge. 3. If the home screen appears, launch the app by touching the MS1 icon.
  • Is my data secure?
    Yes. All your client’s data belongs to you and Formcut will not reach out to your customers for any reason. Please see our privacy policy:
  • What do I do if we lost internet?
    You need to re-connect the device by exiting the screen you are on, navigating to settings, search for Wi-Fi, and re-connect with store Wi-Fi credentials. If you continue to have issues contact tech support: Phone #: (919) 650 – 2525 ext. 2 Email:
  • The device is showing me an error message, what should I do?
    If your device is displaying an error message, please contact tech support: Phone #: (919) 650 – 2525 ext. 2 Email:
  • What do I do if I get logged out of my account?
    If you get logged out of your account, you can find your store's credentials on page 3 of the Formcut Instruction Manual.
  • What do I do if my screen displays an image of a computer needing to be charged?
    If you are seeing the below image on your device then you need to restart the device by pressing the power button and the top volume button simultaneously until it shuts off completely and turns back on. If you are seeing a different image, please contact the Formcut team at
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