Cursor support AI hallucinates login policy, triggering mass subscription cancellations
A backend session bug at Cursor IDE began silently logging users out whenever they switched between devices — no warning, no notification. Users contacted Cursor support seeking an explanation. Cursor's AI support system, described as designed to 'mimic human responses,' was the first point of contact. Rather than acknowledging ignorance or escalating, the bot fabricated an authoritative-sounding answer: it told multiple users the forced logouts were 'expected behavior' under a new single-device login restriction policy. No such policy existed. Because the bot presented itself as a human support agent, users had no reason to doubt the response. The hallucinated policy explanation spread rapidly across the developer community — multi-device workflows being non-negotiable for most developers, the fabricated policy was treated as a serious product decision made without any changelog entry or user notice. Within hours, dozens of users publicly canceled their subscriptions. As users began cross-referencing the story and noticing inconsistencies, the primary Reddit thread discussing the incident was locked and then deleted by moderators, with no public resolution or official acknowledgment. The underlying cause turned out to be a backend session bug — not a policy — but by the time that became clear, the cancellations had already happened. The hallucinated support response caused substantially more reputational and subscription damage than the original bug ever could have on its own.