Paying developers began getting logged out when they moved between machines. The support agent, which signed its emails as Sam, explained this was a deliberate single-device security policy. There was no such policy; the logouts were a bug. Developers who work across a laptop and a desktop cancelled before a founder appeared in public to say the rule did not exist.
Sam, Cursor’s support bot, reported by CX Today, April 2025
The witness records the restriction stated as settled policy, to multiple customers, over a period. No such policy was ever adopted, and cancellations preceded the correction.
Read the original report ↗You were witnessed. Send people here with code ERMA-ONE- and they get 20% off this shirt.
How to not be nextthe moral, drawn from the cases on this wall
Never let an agent be the only source for a claim someone will act on.
This is the largest group on the wall, and the cost is not embarrassment. Air Canada's chatbot invented a refund policy and a tribunal held the airline to it — the company argued the bot was a separate legal entity and lost. Cursor's support bot invented a one-device rule that did not exist and customers cancelled over it. In both cases the invention was fluent, confident, and indistinguishable from policy.
Do this: ground it in a document you control and make it QUOTE that document rather than recall it. If it cannot cite, the correct answer is "I don't know". Test it by asking for something that does not exist and watching whether it invents one — that test takes a minute and would have caught every case here.
