Cursor’s Support Bot Invented a Policy, and Customers Cancelled
An AI support agent named “Sam” told paying users about a rule that didn’t exist. Some cancelled before the company corrected it.
When: April 2025
What happened
In April 2025, a Cursor user kept getting logged out when switching computers and emailed support. A support agent named “Sam” replied: “Cursor is designed to work with one device per subscription as a core security feature.” No such policy existed, and Sam was a bot (Wired).
Users took the reply as an official policy change, and several publicly cancelled. About three hours later, a Cursor representative wrote: “We have no such policy… Unfortunately, this is an incorrect response from a front-line AI support bot” (Wired).
Cofounder Michael Truell apologized, said the user was refunded, and said “any AI responses used for email support are now clearly labeled as such” (Wired). The real cause was a bug (The Verge).
Why it went wrong
- The bot didn’t know the answer and filled the gap with a confident, plausible rule.
- Customers couldn’t tell they were talking to a bot.
- The company found out from Reddit, not from its own records.
How SI tracking would have helped
SI tracking doesn’t block, hold or stop messages. It records them, and agents know it.
What SI tracking would have recorded
- If the support bot’s replies went through an SI tracking channel, every answer it gave, to whom, and when.
- A quick way to search for every customer who was told the same wrong thing.
Why being watched matters
- A bot that knows its answers are recorded and reviewed has a reason to say “I’m not sure” instead of inventing policy.
- Under the Air Canada ruling, companies can be held responsible for what their bots say, so a record of what was said matters.
What SI tracking would not have done
SI tracking would not have checked the answer or stopped it from sending. It records what the bot said, so you can find and fix it fast.
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