The cases / Software / customer support
Cursor's support bot 'Sam' invented a one-device-per-subscription policy
What the AI said
'Cursor is designed to work with one device per subscription as a core security feature.'
What was actually true
No such policy existed. The logouts came from a backend session-security change that unintentionally invalidated sessions.
Cost or impact
Several users publicly cancelled; one said their workplace was 'purging it completely'. Cursor apologized, refunded the user, and now labels AI support replies.
Who caught it
Users on Reddit and Hacker News; Cursor staff confirmed 'we have no such policy'.
Check that would have caught it Our analysis
refuse when data missing. If no policy document supports the answer, the bot should say it doesn't know and hand off to a person.
This is our judgment, not something the sources say. How we assign it.
Sources
- arstechnica.comhttps://arstechnica.com/ai/2025/04/cursor-ai-support-bot-invents-fake-policy-and-triggers-user-uproar/
- news.ycombinator.comhttps://news.ycombinator.com/item?id=43700931
Links last checked Oct 24, 2026. If something here is wrong, send a correction.