What happened
01
Users were logged out when switching between devices in April 2025.
02
The AI support agent said this was due to a new one-device policy.
03
The policy did not exist; the agent had made it up.
04
Users shared the replies publicly and some cancelled their plans.
Why this is a design failure
A support bot that answers with confidence turns a bug into a policy people believe.
The fair alternative
Label the agent as AI and hand off to a person when it is unsure.
Do
Ground support answers in published policy, with a link.
Don’t
Don’t let a support bot state policy it cannot cite.
Company response
A Cursor co-founder said there was no such policy and called it an incorrect reply from a front-line AI support bot.