United StatesTechnology and telecom2025Anysphere (Cursor)
AI email support agent 'Sam'
Cursor's AI support agent told users about a login policy that did not exist, and the company apologized and began labeling AI replies
Problem
Users of the AI coding editor Cursor were being logged out when they switched between devices. Customers wrote to support for an explanation.
Approach
Cursor answered first-line support emails with an AI agent signed Sam. In April 2025 it told a user that one device per subscription was a security policy. No such policy existed. Co-founder Michael Truell apologized on Reddit, said the logouts came from a session bug, and said AI email replies would be labeled. The user who complained was refunded.
Results
No figures published
Takeaway
A support bot stated a nonexistent rule as fact, and some users told Fortune they had cancelled their subscriptions. Cursor apologized and began labeling AI replies.
Categories
- Size
- Small business
- Industry
- Technology and telecom
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AIGenerative AI
- Adoption
- Built in-house
- Evidence
- Press reporting
Sources
Source summaries
The Register reports that the support bot invented a one-device rule and that Truell apologized on Reddit, saying there was no such policy. It adds that AI email replies are now labeled and that the logout bug was traced to a race condition on slow connections.
Fortune describes the email signed Sam that called the logouts expected behavior and the policy as a hallucination. It says some users reported cancelling subscriptions and that Cursor did not answer its request for comment. It cites reports of Anysphere reaching $100 million in annual revenue.
Full details are in the original sources.