Cut images getting ripped

Hi! I bought my Silhouette at Christmas and am just getting around to learning how to use it. The issue I am having is the image being cut coming off the mat for some reason and then it gets ripped and caught in the rollers. I contacted the company and they even sent me another mat and cutting tips, but I am still experiencing this problem. Now I am really intimidated with it! Can anyone give me some help?

Have you adjusted your settings to lighter and slower on the speed?

Lighter? Not sure what you mean by that, but I have adjusted it for slower cutting and also have been taping the paper down to the mat to keep it from sliding. I have not tried an intricate design yet, but it does help with less intricates stuff.