Cursor's AI support bot invented a device-login policy, driving real subscription cancellations

Anysphere (Cursor)·Cursor AI support bot ('Sam')

When users reported being unexpectedly logged out of Cursor on multiple devices, an AI support agent named 'Sam' told them this was intentional, single-device-per-subscription behavior, a policy that did not actually exist at the company.

Blast radius

Users who believed the fabricated policy publicly announced they were cancelling their subscriptions, and the incident spread across Hacker News and Reddit before Cursor clarified no such policy existed.

Root cause

A support chatbot was allowed to answer policy questions by generating plausible-sounding explanations rather than being restricted to verified documentation, and there was no human review before its answers reached customers.

How it was caught

Caught by users comparing notes publicly after receiving inconsistent explanations, then escalated on Hacker News.

What changed

Cursor staff confirmed the bug causing logouts and stated the described policy was never real; not reported whether the support bot's authority to state policy was restricted afterward.

Take-awayDon't let a support agent state company policy from its own generation — require it to quote or link verified, human-approved documentation only.